Copyright by Reena Patel 2008
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Copyright by Reena Patel 2008 The Dissertation Committee for Reena Patel certifies that this is the approved version of the following dissertation: Working the Night Shift: Women’s Employment in the Transnational Call Center Industry Committee: Emily Skop, Supervisor Paul Adams, Co-Supervisor Elizabeth Mueller Steve Hoelscher Leo Zonn Working the Night Shift: Women’s Employment in the Transnational Call Center Industry by Reena Patel B.S., M.S. Dissertation Presented to the Faculty of the Graduate School of The University of Texas at Austin in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy The University of Texas at Austin May 2008 Dedication I dedicate this dissertation to Uncle Charlie Acknowledgements During a leadership conference at The University of Texas at Austin, a panelist pointed out the importance of remembering that “it’s not all about me.” Drawing from this, there are a number of people for whom I am grateful. I wish to thank my co-advisors and committee members for their guidance and encouragement throughout the process. Dr. Skop flew all the way to India not only for her own research interests, but more so to see how her befuddled student was faring. Armed with gifts of beef jerky and a willingness to understand the challenges of international fieldwork, she kept an eye on me and brought me back to reality when I started to get a little crazy. And yes, fieldwork in India made me a bit crazy at times. When I returned, she provided the space necessary to allow this project to expand in directions I did not anticipate. When hit with writer’s block, Dr. Adams could always be counted on to help me. Our discussions allowed me to look at my work from a perspective I often did not consider before. When I started to get lost in what I perceived to be the enormity of this project, he reminded me to look at my dissertation as capturing a moment in time that would someday be history. His guidance allowed me to remain focused on the writing at hand. His willingness to challenge my assumptions as well as encouraging me to speak my opinion—detractors be damned—made for a stronger learning experience. v My mother once told me, “Do you know how happy it would have made my parents to know that their grandchild used what they left behind to pursue a Ph.D.?” Thanks to my grandparents, Jayaben C. Patel and Chaturbhai B. Patel, for passing on a flat in Mumbai that served as my home base during the course of this project. Whether through coincidence or connection, individuals unwittingly came into my life at just the right time during the course of fieldwork. I wish to thank Kavita and “Indiana Jones” for being a listening ear and on more than one occasion helping me during my frantic phone calls when lost somewhere in Mumbai. When it came to laughter and adventure, I always knew I could count on Jasbir Sachdev Singh ([email protected]) who is by far the best taxi cab driver in Mumbai, but, more important, my now-adopted brother. When I needed refuge from the gritty city life of Mumbai my aunties in Ahmedabad, Ranjan Foi and Sumi Foi, could always be counted on to take care of me and fatten me up when I got too thin. And when it came to cheap flights, my cousin Cookie, a savvy travel agent, saved the day on more than one occasion. Thanks to Raven (e.g., her call center name) for helping me get into what was by far the coolest of all call centers. When it came to expanding the scope of this project to Ahmedabad, Sukumar Parikh and Shailaja Parikh were key in providing BPO contacts that I would not have been able to secure on my own. And thanks to Ralph for sharing his home with me in Bangalore during the course of fieldwork. There are many more people whom I would like to thank for directly contributing to this project, but due to issues of confidentially I am unable to name them. When I returned from fieldwork, it was suggested that in order to write a book I hunker down and stay in one place. A writing desk that one returns to regularly and a set environment is supposedly key to creating and maintaining the writing process. This confined work ethic did not work for me and thankfully I had the support of grants, vi friends, and family to visit around the country while writing chapters in some of my favorite places. The bulk of this book was written among my dear friends, Leona and John, in upcountry Maui. To awake every morning to a view of the Pacific Ocean and Haleakala on one side and the West Maui Mountains on the other side is more than I ever imagined. To end a day of writing with two friends who shared laugher, merriment, good food, and wine was a gift. Add to that, their 85-pound lab named Kula, who made sure that my daily walk stayed daily, and I was living a writer’s dream. The foundation of this book was laid in Maui, and to Leona and John I am grateful. Cleaning up this book and the arduous task of revising was done in Manhattan in a corporate apartment two blocks from Times Square. I have my cousin Amish to thank for this. Sent to New York on a six-month consulting assignment, he opened up his place to me, rent-free, and happily shared his couch, laundry service, maid, gym, and doorman. When he would leave early in the morning to begin his 14-hour workday I would tell him “Don’t get fired! I like this job.” Amish, I will never forget the magical “yellow bag”: clothes went in dirty, clothes come back washed and folded. Every writer should have one. And when I needed respite from the city, my brother Meehir was just over the bridge to take me in. My father made it a point to tell me, “Between your brother and cousin you have over $8,000 a month worth of free housing!” Thank you for providing me with a lifestyle few beginning writers have the luxury to enjoy. I love you both. Although the bulk of this book was written in Maui and Manhattan, sections were also completed in Kauai, Phoenix, Chicago, St. Louis, Austin, Boston, Santa Barbara, and Hollywood. Many thanks to friends and family who took me in along with the 50-pound bags of books and articles I insisted on dragging along. And finally, I wish to thank my parents, Lavang Patel and Shirish Patel, for their unwavering support. Pursuing a doctorate at an age when one expects their daughter be vii “settled” (e.g., married with children) certainly went against the path they envisioned. Yet never once during the process did they burden me with judgment about what I should be doing with my life. Thank you both for providing me the space to pursue my dreams. viii Working the Night Shift: Women’s Employment in the Transnational Call Center Industry Publication No._____________ Reena Patel, Ph.D. The University of Texas at Austin, 2008 Supervisors: Emily Skop and Paul Adams In the past decade, a night shift labor force has gained momentum in the global economy. The hyper-growth of the transnational call center industry in India provides a quintessential example. The night shift requirement of the transnational call industry also intersects with the spatial and temporal construction of gender. Research conducted in 2006 in Mumbai, Bangalore, and Ahmedabad indicates that the nightscape is primarily a male domain (with the exception of prostitutes, bar dancers, and call girls) and women’s entry into this domain generates a range of diverse responses from call centers, their employees, the employees’ families, the media, and the Indian public. This research illustrates that there is no linear outcome to how working the night shift at a call center affects women’s lives. Even though the global nature of the work combined with the relatively high salary is viewed as a liberating force in the lives of workers, in actuality women simultaneously experience opening and constriction for working in the industry. Through the collection of interviews, focus group data, and ix participant observation gathered during 10 months of fieldwork in India, I examine female night shift workers’ physical, temporal, social, and economic mobility to illustrate how global night shift labor is intersecting with the lives of women in ironic and unsettling ways. Call center employment certainly changes the temporal mobility of some women because it provides them with a legitimate reason to leave the house at night, whereas before this was considered unacceptable. Concerns about promiscuity and “bad character” related to working at night are deflected by linking employment to skill acquisition, high wages, and a contribution to the household. Women’s safety—a code word for their reputation—is preserved by segregating them, via private transport, from the other women of the night. Women consequently become more physically and economically mobile, but through the use of what I term mobility-morality narratives, households continue to maintain regimes of surveillance and control over when and how women come and go. Similarly their social mobility is limited by obligations to support family members and conform to gendered notions of a woman’s place. x TABLE OF CONTENTS Chapter 1: Introduction ..........................................................................................................................2 Spatializing the Night .................................................................................................4 Why Does Physical and Temporal Mobility Matter? .................................................7 Theoretical Overview................................................................................................11 Sites of Study ............................................................................................................20