Empowerment narratives and sticky affects: the workings of affective capitalism in Philippine call centers

References

Ahearn, Laura. 2001. Language and agency. Annual Review of Anthropology 30. 109–137. https://doi.org/10.1146/annurev.anthro.30.1.109.Search in Google Scholar

Ahmed, Sara. 2004. The cultural politics of emotion. Edinburgh: Edinburgh University Press.Search in Google Scholar

Ahmed, Sara. 2010. Happy objects. In Melissa Gregg, Gregory J. Siegworth (eds.), The affect theory reader, 29–51. Durham, NC: Duke University Press.10.1215/9780822393047-001Search in Google Scholar

Ahmed, Sara. 2012. On being included: Racism and diversity in educational life. Durham, NC: Duke University Press.10.1515/9780822395324Search in Google Scholar

Ala Uno. 2014. My Convergys Story. Youtube video, six minutes. https://youtu.be/YcznJaZi9_M (accessed 2 February 2022).Search in Google Scholar

Altomonte, Guillermina. 2020. Affect & labor. Athenea Digital 20(2). 1–21.10.5565/rev/athenea.2322Search in Google Scholar

Bagong Bayani Foundation, Inc. 2021. Bagong Bayani Awards. https://www.bbfi.com.ph/#about (accessed 14 July 2021).Search in Google Scholar

Belt, Vicki. 2002. A female ghetto? Women’s career in call centres. Human Resource Management Journal 12(4). 51–66.10.1111/j.1748-8583.2002.tb00077.xSearch in Google Scholar

Belt, Vicki, Ranald Richardson & Juliet Webster. 2000. Women’s work in the information economy: The case of telephone call centres. Information, Communication & Society 3(3). 366–385.10.1080/13691180051033315Search in Google Scholar

Berlant, Lauren. 2011. Cruel optimism. Durham and London: Duke University Press.10.1515/9780822394716Search in Google Scholar

Bröckling, Ulrich. 2016. The entrepreneurial self: Fabricating a new type of subject. London: Sage.10.4135/9781473921283Search in Google Scholar

Cabanas, Edgar & Eva Illouz. 2019. Manufacturing happy citizens: How the science and industry of happiness control our lives. Cambridge & MA: Polity Press.Search in Google Scholar

Callaghan, George & Paul Thompson. 2002. ‘We recruit attitude’: The selection and shaping of routine call centre labour. Journal of Management Studies 39(2). 233–254.10.1111/1467-6486.00290Search in Google Scholar

Cameron, Deborah. 2000a. Good to talk?: Living and working in a communication culture. London, Thousand Oaks & New Delhi: Sage.10.4135/9781446217993Search in Google Scholar

Cameron, Deborah. 2000b. Styling the worker: Gender and the commodification of language in the globalized service economy. Journal of Sociolinguistics 4(3). 323–347.10.1111/1467-9481.00119Search in Google Scholar

Cowie, Claire. 2007. The accents of outsourcing: The meaning of “neutral” in the Indian call centre industry. World Englishes 26(3). 316–330.10.1111/j.1467-971X.2007.00511.xSearch in Google Scholar

Cruikshank, Barbara. 1999. The will to empower: Democratic citizens and other subjects. Ithaca, New York: Cornell University Press.10.7591/9781501733918Search in Google Scholar

De Jesus, Julianne Love. 2014. Call center agents vow to boycott GMA’s “Borrowed Wife”. Inquirer.net. http://entertainment.inquirer.net/131409/call-center-agents-vow-to-boycott-gmas-borrowed-wife (accessed 14 July 2021).Search in Google Scholar

Encinas-Franco, Jean. 2013. The language of labor export in political discourse: “modern-day heroism” and constructions of overseas Filipino workers (OFWs). Philippine Political Science Journal 34(1). 97–112.10.1080/01154451.2013.789162Search in Google Scholar

Encinas-Franco, Jean. 2015. Overseas Filipino workers (OFWs) as heroes: Discursive origins of the “bagong bayani” in the era of labor export. Humanities Diliman 12(2). 56–78.Search in Google Scholar

Forey, Gail & Jane Lockwood. 2007. I’d love to put someone in jail for this”: An initial investigation of English in the business process outsourcing (BPO) industry. English for Specific Purposes 26. 308–326.10.1016/j.esp.2006.09.005Search in Google Scholar

Gee, James Paul, Glynda Hall & Colin Lankshear. [1996] 2018. The new work order: Behind the language of the new capitalism. New York & London: Routledge.10.4324/9780429496127Search in Google Scholar

Gee, James Paul & Colin Lankshear. 1995. The new work order: Critical language awareness and ‘fast capitalism’ texts. Discourse: Studies in the Cultural Politics of Education 16(1). 5–19.10.1080/0159630950160102Search in Google Scholar

Gershon, Ilana. 2017. Down and out in the new economy: How people find (or don’t find) work today. Chicago: University of Chicago Press.10.7208/chicago/9780226452289.001.0001Search in Google Scholar

Heller, Monica. 2011. Paths to post-nationalism: A critical ethnography of language and identity. Oxford & New York: Oxford University Press.10.1093/acprof:oso/9780199746866.001.0001Search in Google Scholar

Hochschild, Arlie. [1983] 2003. The managed heart: The commercialization of human feeling. Berkeley: University of California Press.10.1525/9780520930414Search in Google Scholar

Ileto, Rafael. 1998. Filipinos and their revolution: Event, discourse, and historiography. Diliman, QC: Ateneo University Press.Search in Google Scholar

Illouz, Eva. 2007. Cold intimacies: The making of emotional capitalism. Oxford & Malden, MA: Polity Press.Search in Google Scholar

Karppi, Terro, Lota Kähkönen, Mona Mannevuo, Mari Pajala & Tanya Sihvonen. 2016. Affective capitalism: Investments and investigations. Ephemera 16(4). 1–13.Search in Google Scholar

Klein, Naomi. 1999. No logo: Taking aim at the brand bullies. Canada: Knopf Canada & Picador.Search in Google Scholar

Korczynski, Marek. 2003. Communities of coping: Collective emotional labour in service work. Organization 10(1). 55–79.10.1177/1350508403010001479Search in Google Scholar

Labov, William. 1972. The transformation of experience in narrative syntax. In William Labov (ed.), Language in the inner city: Studies in the Black English vernacular, 354–396. Pennsylvania: University of Pennsylvania Press.Search in Google Scholar

Labov, William & Joshua Waletzky. 1967. Narrative analysis: Oral versions of personal experience. In June Helm (ed.), Essays on the verbal and visual arts, 12–44. Seattle: University of Washington Press.Search in Google Scholar

Lorente, Beatriz. 2007. Mapping English linguistic capital: The case of Filipino domestic workers in Singapore. Singapore: National University of Singapore dissertation.Search in Google Scholar

Lorente, Beatriz. 2012. The making of “workers of the world”: Language and the labor brokerage state. In Alexandre Duchêne & Monica Heller (eds.), Language in late capitalism: Pride and profit, 183–206. New York & London: Routledge.10.21832/9781783099009-005Search in Google Scholar

Leidner, Robin. 1993. Fast food, fast talk. Berkeley, Los Angeles & London: University of California Press.10.1525/9780520914643Search in Google Scholar

Lockwood, Jane, Gail Forey & Helen Price. 2008. English in Philippine call centers and BPO operations: Issues, opportunities and research. In Ma. Lourdes S. Bautista & Kingsley Bolton (eds.), Philippine English: Linguistic and literary perspectives, 219–241. Hong Kong: Hong Kong University Press.10.5790/hongkong/9789622099470.003.0012Search in Google Scholar

Lomibao, Ma & Aurora Lolita. 2007. Hanging up: A postcolonial analysis of offshored call center agents based on the narratives of female call center agents. Diliman, Quezon City: University of the Philippines-Diliman master’s thesis.Search in Google Scholar

Mankekar, Purnima & Akhil Gupta. 2016. Intimate encounters: Affective labor in call centers. positions: east asia cultures critique 24(1). 17–43.10.1215/10679847-3320029Search in Google Scholar

McElhinny, Bonnie. 2010. The audacity of affect: Gender, race, and history in linguistic accounts of legitimacy and belonging. Annual Review of Anthropology 39(1). 309–328.10.1146/annurev-anthro-091908-164358Search in Google Scholar

Markham, Katie. 2018. Touring the post-conflict city: Negotiating affects during Belfast’s black cab mural tours. In Laurajane Smith, Margaret Wetherell & Gary Campbell (eds.), Emotion, affective practices, and the past in the present, 163–178. Oxford & New York: Routledge.10.4324/9781351250962-10Search in Google Scholar

Milani, John Richardson. 2020. Discourse and affect. Social Semiotics 31(5). 671–676. https://doi.org/10.1080/10350330.2020.1810553.Search in Google Scholar

Milroy, Lesley. 1980. Language and Social Networks. Oxford: Basil Blackwell.Search in Google Scholar

Mirchandani, Kiran. 2008. The call center: Enactment of class and nationality in transnational call centers. In Fineman Stephen (ed.), The emotional organization: Passions and power, 88–101. Oxford: Blackwell Publishing Ltd.Search in Google Scholar

Mirchandani, Kiran. 2012. Phone clones: Authenticity work in the transnational service economy. New York: Cornell University Press.10.7591/9780801464140Search in Google Scholar

Mirchandani, Kiran & Maitra Srabani. 2007. Learning imperialism through training in transnational call centres. In Lesley Farrell & Tara Fenwick (eds.), Educating the global workforce: Knowledge, knowledge work, and knowledge workers, 154–164. London & New York: Routledge.Search in Google Scholar

Nissi, Riikka. & Kati Dlaske. 2019. Empowerment as an affective-discursive technology in contemporary capitalism: Insights from a play. Critical Discourse Studies 17(4). 1–21.10.1080/17405904.2019.1649161Search in Google Scholar

O’Malley, Robert. 2013. Philippines call centre outsourcing. CreateSpace Independent Publishing Platform.Search in Google Scholar

Ortner, Sherry. 1989. High religion: A cultural and political history of Sherpa Buddhism. Princeton: Princeton University Press.10.1515/9780691218076Search in Google Scholar

Ortner, Sherry. 2006. Anthropology and social theory: Culture, power, and the acting subject. Durham & London: Duke University Press.10.1215/9780822388456Search in Google Scholar

Park, Joseph. 2019. Emotion, language, cultural transformation. In Sonya Pritzker, Janina Fenigsen & Wilce James (eds.), The Routledge handbook of language and emotion, 100–113. London: Routledge.10.4324/9780367855093-6Search in Google Scholar

Perkins, Douglas & Marc Zimmerman. 1995. Empowerment theory, research, and application. An introduction to a special issue. American Journal of Community Psychology 23. 569–579.10.1007/BF02506982Search in Google Scholar

Poster, Winifred. 2007. Who’s on the line? Indian call center agents pose as Americans for U.S.-outsourced firms. Industrial Relations 46(2). 271–304.10.1111/j.1468-232X.2007.00468.xSearch in Google Scholar

Pratt, Teresa. 2021. Affect in sociolinguistic style. Language in Society. 1–26. https://doi.org/10.1017/S0047404521000774.Search in Google Scholar

Rafael, Vicente. 1997. Ugly balikbayans and heroic OCWs. In “Your grief is our gossip”: Overseas Filipinos and other spectral presences. Public Culture 9(2). 267–291.10.1215/08992363-9-2-267Search in Google Scholar

Rao, Rahul. 2015. Global homocapitalism. In Radical philosophy, vol. 194. https://www.radicalphilosophy.com/article/global-homocapitalism (accessed 10 February 2021).Search in Google Scholar

Riessman, Catherine K. 1993. Narrative analysis (Qualitative Research Methods 30). Newbury Park, London & New Delhi: Sage.Search in Google Scholar

Reissman, Catherine K. 2008. Narrative methods for the human sciences. Thousand Oaks, New Delhi, London, & Singapore: Sage.Search in Google Scholar

Rodriguez, Robyn M. 2002. Migrant heroes: Nationalism, citizenship and the politics of Filipino migrant labor. Citizenship Studies 6(3). 341–356.10.1080/1362102022000011658Search in Google Scholar

Roxas-Tope, Lily Rose. 1998. (Un)framing Southeast Asia: Nationalism and the postcolonial text in English in Singapore, Malaysia and the Philippines. Diliman, QC: University of the Philippines Office of Research Coordination.Search in Google Scholar

Rushing, Sara. 2016. What’s left of “empowerment” after neoliberalism? Theory & Event 19(1).Search in Google Scholar

Salonga, Aileen O. 2016. Serving the world, serving the nation: Everyday nationalism and English in Philippine offshore call centres. In Kiran Mirchandani & Winifred Poster (eds.), Borders in service: Enactments of nationhood in transnational call centres, 121–151. Toronto: University of Toronto Press.10.3138/9781487511852-008Search in Google Scholar

Salonga, Aileen O. 2015. Performing gayness and English in an offshore call center industry. In Ruanni Tupas (ed.), Unequal Englishes: The politics of Englishes today, 130–142. London: Palgrave Macmillan.10.1057/9781137461223_8Search in Google Scholar

Salonga, Aileen O. 2010. Language and situated agency: An exploration of the dominant linguistic and communication practices in the Philippine offshore call centers [Unpublished doctoral dissertation]. National University of Singapore.Search in Google Scholar

Serquiña, Oscar T. 2016. “The greatest workers of the world”: Philippine labor out-migration and the politics of labeling in Gloria Macapagal-Arroyo’s presidential rhetoric. Philippine Political Science Journal 37(3). 207–227.10.1080/01154451.2016.1253822Search in Google Scholar

Seven, A.D. 2012. Pedestal. Youtube video, one minute. https://youtu.be/laLhdeTi4eg (accessed 2 February 2022).Search in Google Scholar

Shome, Raka. 2009. Thinking through the diaspora: Call centers, India, and a new politics of hybridity. International Journal of Cultural Studies 9(1). 105–124.10.1177/1367877906061167Search in Google Scholar

Smp, Account. 2015. Heroes Within. Youtube video, eight minutes. https://youtu.be/Had0e-pNQU0 (accessed 2 February 2022).Search in Google Scholar

Sonntag, Selma K. 2009. Linguistic globalization and the call center industry: Imperialism, hegemony or cosmopolitanism? Language Policy 8. 5–25.10.1007/s10993-008-9112-9Search in Google Scholar

Stromquist, Nelly. 1995. The theoretical and practical bases for empowerment. In Carolyn Medel-Anonuevo (ed.), Women, education and empowerment: Pathways towards autonomy, 13–22. Germany: UNESCO Institute for Education.Search in Google Scholar

Tupas, Ruanni & Aileen O. Salonga. 2016. Unequal Englishes in the Philippines. Journal of Sociolinguistics 20(3). 367–381.10.1111/josl.12185Search in Google Scholar

Taylor, Jody. 2016. Festivalizing sexualities: Discourses of ‘pride’, counter- discourses of ‘shame. In Andy Bennett, Jody Taylor & Ian Woodward (eds.), The Festivalization of culture, 27–48. London & New York: Routledge.10.4324/9781315558189Search in Google Scholar

Taylor, Steve. 1998. Emotional labour and the new workplace. In Paul Thompson & Chris Warhurst (eds.), Workplaces of the future (Critical Perspectives on Work and Organisations), 84–103. Basingstoke: MacMillan.10.1007/978-1-349-26346-2_5Search in Google Scholar

Taylor, Phil & Peter Bain. 2003. ‘Subterranean worksick blues’: Humour as Subversion in Two Call Centres. Organization Studies 24(9). 1487–1509.10.1177/0170840603249008Search in Google Scholar

Tejada, GeorgeII. 2014. A legacy of heroes: A short history of Convergys Philippines 10th anniversary. Youtube video, five minutes. https://youtu.be/Phlb6GTy458 (accessed 2 February 2022).Search in Google Scholar

Urciuoli, Bonnie. 2008. Skills and selves in the new workplace. American Ethnologist 35(2). 211–228.10.1111/j.1548-1425.2008.00031.xSearch in Google Scholar

Verma, Siddhaant. 2021. The progressive disillusionment of pink capitalism. International Journal of Law Management & Humanities 4(2). 1851–1856.Search in Google Scholar

Wee, Lionel & Robbie Goh. 2020. Language, space, and cultural play: Theorizing affect in the semiotic landscape. Cambridge, NY: Cambridge University Press.10.1017/9781108559515Search in Google Scholar

Wetherell, Margaret. 2012. Affect and emotion: A new social science understanding. Los Angeles, London, New Delhi, Singapore & Washington DC: Sage.10.4135/9781446250945Search in Google Scholar

Wetherell, Margaret. 2015. Trends in the turn to affect: A social psychological critique. Body & Society 21(2). 139–166.10.1177/1357034X14539020Search in Google Scholar

Wetherell, Margaret, Laurajane Smith & Gary Campbell. 2018. Affective heritage practice. In Laurajane Smith, Margaret Wetherell & Gary Campbell (eds.), Emotion, affective practices, and the past in the present, 84–103. Oxford & New York: Routledge.Search in Google Scholar