5. The Virtual Receptionist with a Human Touch: Opposing Pressures of Digital Automation and Outsourcing in Interactive Services

Chapters in this book

1. Frontmatter i
2. Contents v
3. Acknowledgments vii
4. Foreword: Invisible Labor, Inaudible Voice xi
5. Part One: Exposing Invisible Labor
6. 1. Introduction: Conceptualizing Invisible Labor 3
7. 2. The Eye Sees What the Mind Knows: The Conceptual Foundations of Invisible Work 28
8. 3. Maintaining Hierarchies in Predominantly White Organizations: A Theory of Racial Tasks as Invisible Labor 47
9. Part Two. Virtually Invisible: Disembodied Labor via Technology and Globalization
10. 4. Virtual Work and Invisible Labor 71
11. 5. The Virtual Receptionist with a Human Touch: Opposing Pressures of Digital Automation and Outsourcing in Interactive Services 87
12. Part Three. Pushed Out of Sight: Shielded Forms of Embodied Labor
13. 6. Hidden from View: Disability, Segregation, and Work 115
14. 7. Simply White: Race, Politics, and Invisibility in Advertising Depictions of Farm Labor 130
15. 8. Producing Invisibility: Surveillance, Hunger, and Work in the Produce Aisles of Wal-Mart, China 148
16. Part Four. Looking Good at Work: Invisible Labor in Plain Sight
17. 9. The Female Breast as Brand: The Aesthetic Labor of Breastaurant Servers 171
18. 10. The Invisible Consequences of Aesthetic Labor in Upscale Retail Stores 193
19. 11. From Invisible Work to Invisible Workers: The Impact of Service Employers’ Speech Demands on the Working Class 214
20. Part Five: Branded and Consumed
21. 12. Self-Branding among Freelance Knowledge Workers 239
22. 13. Consuming Work 257
23. 14. Conclusion 279
24. About the Editors and Contributors 293
25. Index 299