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Transnational customer service workers are an emerging touchstone of globalization given their location at the intersecting borders of identity, class, nation, and production. Unlike outsourced manufacturing jobs, call center work requires voice-to-voice conversation with distant customers; part of the product being exchanged in these interactions is a responsive, caring, connected self. InPhone Clones, Kiran Mirchandani explores the experiences of the men and women who work in Indian call centers through one hundred interviews with workers in Bangalore, Delhi, and Pune. As capital crosses national borders, colonial histories and racial hierarchies become inextricably intertwined. As a result, call center workers in India need to imagine themselves in the eyes of their Western clients-to represent themselves both as foreign workers who do not threaten Western jobs and as being \"just like\" their customers in the West. In order to become these imagined ideal workers, they must be believable and authentic in their emulation of this ideal. In conversation with Western clients, Indian customer service agents proclaim their legitimacy, an effort Mirchandani calls \"authenticity work,\" which involves establishing familiarity in light of expectations of difference. In their daily interactions with customers, managers and trainers, Indian call center workers reflect and reenact a complex interplay of colonial histories, gender practices, class relations, and national interests.

In response to the increasing interest in the growth and developments in the Indian economy, and the dynamic nature of the rapidly changing Indian business environment, this textbook is designed to provide a comprehensive guide to doing business in the Indian context. Written by academic experts in their respective fields, this book is divided into three parts: the Indian business context, conducting business in India, and India and the world. Key information is presented on a wide range of topics, including: Both the shortcomings and opportunities associated with the Indian business environment The economic development model in India Critical skills for negotiation and incentives for foreign investors, including case studies of Italian companies that have entered the Indian market in different ways Business culture in India, including particular customs and etiquette In addition to the pedagogical features, each chapter contains a set of key issues, and there is also a list of useful websites covering a wide range of business needs. This book introduces students to business in India, and will be also be of use to investors, organisations and managers who are already doing business, or intend to start one, in India.

In response to the increasing interest in the growth and developments in the Indian economy, and the dynamic nature of the rapidly changing Indian business environment, this textbook is designed to provide a comprehensive guide to doing business in the Indian context. Written by academic experts in their respective fields, this book is divided into three parts: the Indian business context, conducting business in India, and India and the world. Key information is presented on a wide range of topics, including: Both the shortcomings and opportunities associated with the Indian business environment The economic development model in India Critical skills for negotiation and incentives for foreign investors, including case studies of Italian companies that have entered the Indian market in different ways Business culture in India, including particular customs and etiquette In addition to the pedagogical features, each chapter contains a set of key issues, and there is also a list of useful websites covering a wide range of business needs. This book introduces students to business in India, and will be also be of use to investors, organisations and managers who are already doing business, or intend to start one, in India. Part 1: The Indian Business Context Introduction Pawan S Budhwar and Arup Varma 2. Economic Environment and Challenges Mamta Kapur and Rajesh Pillania 3. Employment Law Framework: Structure and Potential Hurdles Debi Saini 4. Socio-Cultural and Institutional Context of India Pawan S Budhwar, Arup Varma and Sukanya Sengupta 5. Dynamics of Corruption and Cronyism in India Naresh Khatri 6. Infrastructure in India Devendra Kodwani Part 2: Conducting Business in India 7. Entry Modes and Dynamics Vikas Kumar and Olga Annushkina 8. Markets, Consumers and Consumption Patterns in India Ravi Shankar and Debdeep De 9. Issues and Challenges of Managing Projects in India: A Case Study Prasanta Dey 10. Management of Human Resources in India Pawan S Budhwar and Arup Varma 11. Conflict Management and Negotiation Jacob D Vakkayil and Rajiv Kumar Part 3: India and the World 12. Outsourcing and Offshoring to India Charmi Patel and Pawan S Budhwar 13. Lessons From Indian Success Stories Jyotsna Bhatnagar and Ashok Som 14. Living in India Arup Varma, Bhaskar Das Gupta and Pawan S Budhwar 15. Indian Multinationals Overseas: Tracking Their Global Footprints Mohan Thite and Bhaskar Dasgupta Pawan Budhwar is Professor of International HRM and Associate Dean for Research at Aston Business School, Birmingham, UK. He is the Director for the Aston India Foundation for Applied Business Research. His previous publications include The Changing Face of People Management in India (2008, Routledge) and Human Resource Management in Developing Countries (2004, Routledge). Arup Varma is Indo-U.S. Professor of Management Studies at the Institute of Human Resources and Employment Relations, Loyola University, Chicago. His research interests include performance appraisal, and expatriate issues. His previous publications include Performance Management Systems (2008, Routledge). 'This book is genuinely insightful and offers a real insiders’ account of how to do business in India, with sensitivity to the socio-cultural context in which Indian business works. The book provides a much-needed understanding of some of the key issues of Indian business environment -- such as corruption, human resources and employment, infrastructure, outsourcing, and dynamics of growing consumer market. Well-written and logically organized, the book offers valuable insights for both knowledgeable business executives and anyone interested in gaining a better understanding of India’s rapidly changing business environment.' - Kishore Dash, Thunderbird School of Global Management, US

Multinational enterprises play a vital role in the economic activity of most developing countries. In India MNE affiliates dominate whole sectors of industry - such as plastics and pharmaceuticals - characterised by a high degree of product differentiation, complex technology and high skill intensity. Such advantages, combined with intangible assets, centralised decision making and global outlook lead to a divergence of approach between MNEs and their local counterparts in host developing countries.This book analyses the inter-industry pattern of MNEs in India in the framework of the internationalisation theory, also examining the comparative behaviour of MNE affiliates and LCEs in terms of conduct and performance. The book goes further to explain the different performance of these two strategic groups by assessing profit and export.