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Making Care Count
There are fundamental tasks common to every society: children have to be raised, homes need to be cleaned, meals need to be prepared, and people who are elderly, ill, or disabled need care. Day in, day out, these responsibilities can involve both monotonous drudgery and untold rewards for those performing them, whether they are family members, friends, or paid workers. These are jobs that cannot be outsourced, because they involve the most intimate spaces of our everyday lives--our homes, our bodies, and our families.
Mignon Duffy uses a historical and comparative approach to examine and critique the entire twentieth-century history of paid care work--including health care, education and child care, and social services--drawing on an in-depth analysis of U.S. Census data as well as a range of occupational histories. Making Care Count focuses on change and continuity in the social organization along with cultural construction of the labor of care and its relationship to gender, racial-ethnic, and class inequalities. Debunking popular understandings of how we came to be in a \"care crisis,\" this book stands apart as an historical quantitative study in a literature crowded with contemporary, qualitative studies, proposing well-developed policy approaches that grow out of the theoretical and empirical arguments.
eBook
Disintegrating Democracy at Work
The shift from manufacturing- to service-based economies has often been accompanied by the expansion of low-wage and insecure employment. Many consider the effects of this shift inevitable. InDisintegrating Democracy at Work, Virginia Doellgast contends that high pay and good working conditions are possible even for marginal service jobs. This outcome, however, depends on strong unions and encompassing collective bargaining institutions, which are necessary to give workers a voice in the decisions that affect the design of their jobs and the distribution of productivity gains.
Doellgast's conclusions are based on a comparative study of the changes that occurred in the organization of call center jobs in the United States and Germany following the liberalization of telecommunications markets. Based on survey data and interviews with workers, managers, and union representatives, she found that German managers more often took the \"high road\" than those in the United States, investing in skills and giving employees more control over their work. Doellgast traces the difference to stronger institutional supports for workplace democracy in Germany. However, these democratic structures were increasingly precarious, as managers in both countries used outsourcing strategies to move jobs to workplaces with lower pay and weaker or no union representation. Doellgast's comparative findings show the importance of policy choices in closing off these escape routes, promoting broad access to good jobs in expanding service industries.
eBook
The managed heart
In private life, we try to induce or suppress love, envy, and anger through deep acting or \"emotion work,\" just as we manage our outer expressions of feeling through surface acting. In trying to bridge a gap between what we feel and what we \"ought\" to feel, we take guidance from \"feeling rules\" about what is owing to others in a given situation. Based on our private mutual understandings of feeling rules, we make a \"gift exchange\" of acts of emotion management. We bow to each other not simply from the waist, but from the heart. But what occurs when emotion work, feeling rules, and the gift of exchange are introduced into the public world of work? In search of the answer, Arlie Russell Hochschild closely examines two groups of public-contact workers: flight attendants and bill collectors. The flight attendant's job is to deliver a service and create further demand for it, to enhance the status of the customer and be \"nicer than natural.\" The bill collector's job is to collect on the service, and if necessary, to deflate the status of the customer by being \"nastier than natural.\" Between these extremes, roughly one-third of American men and one-half of American women hold jobs that call for substantial emotional labor. In many of these jobs, they are trained to accept feeling rules and techniques of emotion management that serve the company's commercial purpose. Just as we have seldom recognized or understood emotional labor, we have not appreciated its cost to those who do it for a living. Like a physical laborer who becomes estranged from what he or she makes, an emotional laborer, such as a flight attendant, can become estranged not only from her own expressions of feeling (her smile is not \"her\" smile), but also from what she actually feels (her managed friendliness). This estrangement, though a valuable defense against stress, is also an important occupational hazard, because it is through our feelings that we are connected with those around us. On the basis of this book, Hochschild was featured in Key Sociological Thinkers, edited by Rob Stones. This book was also the winner of the Charles Cooley Award in 1983, awarded by the American Sociological Association and received an honorable mention for the C. Wright Mills Award.
eBook
Who are the essential and frontline workers?
Identifying essential and frontline workers and understanding their characteristics is useful for policymakers and researchers in targeting social insurance and safety net policies in response to the COVID-19 crisis and allocating scarce resources like personal protective equipment (PPE) and vaccines. We develop a working definition and provide data on the demographic and labor market composition of these workers. We first apply the official industry guidelines issued by the Department of Homeland Security (DHS) in March 2020 to microdata from the 2018 and 2019 American Community Survey to identify essential workers regardless of actual operation status of their industry. We then use the feasibility of work from home in the worker’s occupation group (Dingel and Neiman 2020) to identify those most likely to be frontline workers who worked in-person early in the COVID-19 crisis in March/April 2020. In a third step, we exclude industries that were shut down or running under limited demand at that time (Vavra 2020). We find that the broader group of essential workers comprises a large share of the labor force and tends to mirror its demographic and labor market characteristics. In contrast, the narrower category of frontline workers is, on average, less educated, has lower wages, and has a higher representation of men, disadvantaged minorities, especially Hispanics, and immigrants. These results hold even when excluding industries that were shut down or operating at a limited level. Results for essential and frontline workers are similar when accounting for changes in the federal guidelines over time by using the December 2020 guidelines which include a few additional groups of workers, including the education sector.
Journal Article
Phone Clones
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.
eBook
Working in the Service Sector
The rise to prominence of the service sector - heralded over half a century ago as the great hope for the twenty-first century - has come to fruition. In many cases, employment in the service sector now outnumbers that in manufacturing sectors, and it is accepted that in all developed countries, the service sector is the only one in which employment will grow in future. The reasons for this is the subject of much controversy and debate, the outcomes of which are not merely of academic interest but of decisive importance for economic policy and the quality of working and living conditions in future. In order to examine these various arguments, research teams from eight European countries worked together for three years on a comparative study of the evolution of service sector employment in EU member states. They also investigated working and employment conditions in five very different service industries (banking, retailing, hospitals, IT services and care of the elderly) in a number of countries, and the results of their research are presented in this informative new collection, of interest to students academics and researchers involved in all aspects of industrial economics.
eBook