The 'second' global shift: The offshoring or global sourcing of corporate services and the rise of distanciated emotional labour

Geografiska Annaler, Series B: Human Geography

Volumn 89 B, Issue SUPPL. 1, 2007, Pages 31-43

  Bryson, John R ^a  

^a UNIVERSITY OF BIRMINGHAM   (United Kingdom)

Author keywords

Emotional labour; Global sourcing; Information communication technologies; Offshoring; Second global shift; Services

Indexed keywords

CALL CENTER; DATA PROCESSING; GLOBALIZATION; INFORMATION AND COMMUNICATION TECHNOLOGY; OUTSOURCING; SERVICE SECTOR;

ASIA; CHINA; EURASIA; FAR EAST; INDIA; SOUTH ASIA;

EID: 35748955502     PISSN: 04353684     EISSN: 14680467     Source Type: Journal    
DOI: 10.1111/j.1468-0467.2007.00258.x     Document Type: Conference Paper

References (54)

1. ABRAMOVSKY, L., GRIDDITH, R. and SAKO, M. (2004): Offshoring of Business Services and its Impacts on the UK Economy. IFS Briefing Note 51, Institute for Fiscal Studies, London.
2. AMICUS (2004): 'Offshoring Campaign' [WWW document]. URL http://www.amicustheunion.org/main.asp?page=219 (accessed 6 January 2005).
3. BALDRY, C., BAIN, P. and TAYLOR, P. (1998): '"Bright satanic offices": Intensification, control and team Taylorism', in WARHURST, C. and THOMPSON, P., (eds): The New Workplace. Macmillan, Basingstoke, pp. 163-183.
4. BARDHAN, A.D. and KROLL, C. (2003): The New Wave of Outsourcing. Research Report 1103, Fisher Centre for Real Estate and Urban Economics, University of California, Berkeley, CA.
5. BLINDERT A.S. (2006): 'Offshoring: the next industrial revolution', Foreign Affairs 85 (2): 113-128.
6. BRISTOW, G., GRIPAIOS, P., KEAST, S. and MUNDAY, M. (2002): 'Call centre growth and the distribution of financial service activity in the UK', The Service Industries Journal 22 (3): 117-134.
7. BRYSON, J.R. and RUSTEN, G. (2005): 'Spatial divisions of expertise: knowledge intensive business service firms and regional development in Norway', The Service Industries Journal 25 (8): 1-19.
8. BRYSON, J.R. and WELLINGTON, C. (2003): 'Image consultancy in the United Kingdom: Recipe knowledge and recreational employment', The Service Industries Journal 23 (1): 59-76.
9. BRYSON. J.R., DANIELS, P.W. and WARF, B., (eds) (2004): Service Worlds: People, Organisations, Technologies. Routledge, London.
10. CAIRNCROSS, F. (2001): The Death of Distance 2.0: How the Communications Revolution will Change our Lives. Texere, London.
11. COMMUNICATIONS WORKERS UNION (2005): 'Briefing on export of jobs campaign' [WWW document]. URL http://www.cwu.org/news.asp (accessed 10 January 2005).
12. CRANG, P. O1994): 'It's showtime: on the workplace geographies of display in a restaurant in Southeast England', Environment and Planning D: Society and Space 12 (6): 675-704.
13. DTI (2004): The UK ContactACentre Industry: a Study. Department of Trade and Industry, London.
14. DICKEN, P. (1992): Global Shift: Reshaping the Global Economic Map in the 21st century. Sage, London.
15. ENGMAN, M. (2005): 'International sourcing of IT and business process services: Experiences form the United States, the European Union and India', paper presented at the WTO Symposium on Cross-Border Supply of Services, Geneva, April.
16. EUROPEAN COMMISSION (2005): Eurobarometer 63. September.
17. FERNIE, S. and METCALF, D. (1998): (Not) Hanging on the Telephone: Payment Systems in the New Sweatshops. CEP Discussion paper 390, Centre for Economic Performance, London School of Economics and Political Science, London.
18. FINEMAN, S. (2000a): 'Emotional arenas revisited', in FINE-MAN, S., (ed.): Emotion in Organization. Sage, London, pp. 1-24.
19. FINEMAN, S., (ed.) (2000b): Emotion in Organization. Sage, London.
20. FREEMAN, C. (2000): High Tech and High Heels in the Global Economy: Women, Work, and Pink-Collar Identities in the Caribbean. Duke University Press, Durham, NC.
21. GOFFMAN, E. [1959] (1973): The Presentation of Self in Everyday Life. Anchor Books, Garden City, NY.
22. GOFFMAN, I. (1972): Interaction Ritual, Essays on Face-to-Face Behaviour. Penguin, Harmondsworth.
23. HARDING, L. (2001): 'Delhi calling', The Guardian 9 March: 2-3.
24. HILL, T.P. (1977): 'On goods and services', Review of Income and Wealth 23 (4): 315-338.
25. HOCHSCHILD, A.R., (1983): The Managed Heart: Commercialization of Human Feeling. University of California Press, Berkeley, CA.
26. LEIDNER, R. (1991): 'Selling hambuGgers, selling insurance: gender, work and identity', Gender and Society 5 (2): 154-177.
27. LEIDNER, R. (1999): 'Emotion labour in service work', Annals of the American Academy of Political and Social Science 561: 81-95.
28. MACDONALD, C.L. and SIRIANNI, C. (1996): Working in the Service Economy. Temple University Press, Philadelphia, PA.
29. MCDOWEHL, L. (1995): 'Body work: heterosexual gender performance in city workplaces', in BELL, D. and VALENTINE, G., (eds): Mapping Desires: Geographies of Sexualities. Routledge, London, pp. 75-95.
30. MCDOWELL, L. (1997): Capital Culture: Gender at Work in the City. Blackwell, Oxford.
31. MCDOWELL, L. (2004): 'Masculinity, identity and labour market change: some reflections on the implications of thinking relationally about difference and the politics of inclusion', Geografiska Annaler: Series B, Human Geography 86 (1): 45-56.
32. MERCER HUMAN RESOURCE CONSULTING (2005): European Survey of Employment Costs. Mercer Human Resource Consulting, London.
33. MITTER, S. (2000): 'Telework, teletrade and Tustainable development: the Indian experience in a global context', Economic and Political Weekly 35 (26): 2241-2252.
34. OECD (2005): Potential Offshoring of ICT-intensive Using Occupations, Working Party on the Information Economy. DSTA/ICC/IE (2004)19, OECD, Paris.
35. PAL, A. (2004): 'Indian by day, American by night', The Progressive 68: 4.
36. PARKER, A. (2004): Two-Speed Europe: Why 1 Million Jobs Will Move Offshore. Forrester Research, Cambridge.
37. PRINGLE, R. (1993): 'Male secretaries', in WILLIAMS, C.L., (ed.): Doing 'Women's' Work. Sage, London, pp. 128-151.
38. RICHARDSON, R., BELT, V. and MARSHALL, J.N. (2000): 'Taking calls to Newcastle: The role of call centres in regional economic development', Regional Studies 34 (4): 357-369.
39. RITZER, G. (1999): The McDonaldization Thesis. Sage, London.
40. RUSTEN, G., BRYSON, J.R. And STABELL, M.C. (2006): 'Offshoring and global sourcing by Norwegian organisations', paper presented at the 2006 Annual Meeting of the American Association of Geographers, Chicago, 7-11 March.
41. SHILLING, C. (1993): The Body and Social Theory. Sage, London.
42. SPILLIUS, A. (2003): 'Dialing tone', Telegraph Magazine, 19 April: 38-43.
43. TAYLOR, P. and BAIN, P. (1999): '"An assembly line in the head": Work and employee relations in the call centre', Industrial Relations Journal 30 (2): 101-117.
44. TAYLOR, S. and TYLER, M. (2000): 'Emotional labour and sexual difference in the airline industry', Work, Employment and Society 14 (1): 77-95.
45. TYLER, W. and ABBOTT, P. (1998): 'Chocs away: weight watching in the contemporary airline industry', Sociology 32 (3): 433-450.
46. UNCTAD (2004): World Investment Report, 2004 - The Shift Towards Services. United Nations, New York.
47. UNITED NATIONS (2002): Manual on Statistics on International Trade in Services. United Nations, New York.
48. van MANNEN, J.W(1991): 'The smile factory: work at Disneyland', in FROST, P.J., MOORE, L.M., LOUIS, M.R., LUNDBERG, C.C. and MARTIN, J., (eds): Reframing Organisational Culture. Sage, London, pp. 58-76.
49. van WELSUM, D. anE REIF, X. (2005): 'Potential offshoring: evidence from selected OECD countries', in Brookings Trade Forum 2005. Brookings Institution Press, Washington, DC, pp. 165-194.
50. VOXEL COMMUNICATIONS AND SOFT SOURCE (n.d.): Why Pakistan ?Voxel, Islamabad.
51. WELLINGTON, C.A. and BRYSON, J.R. (2001): 'At face value?Image consultancy, emotional labour and professional work', Sociology 35 (4): 933-946.
52. WHARTON, A. (1993): 'The affective consequences of service work: managing emotions on the job', Work and Occupations 20 (2): 205-232.
53. WOLF, N. (1990): The Beauty Myth. Chatto & Windus, London.
54. WRIGHT MILLS, C. (1953): White Collar Work: The American Middle Classes. Oxford University Press, New York.