Future tense: Capital, labor, and technology in a service industry (The 2017 Lewis Henry Morgan Lecture)

Since its beginning in 2000, the Business Process Outsourcing (BPO) industry has grown to employ 700,000 young people in India. These workers spend their nights interacting by phone and online with customers in the United States, the United Kingdom, Australia, and elsewhere. In this article, we focus on the affective dimensions of work in this industry. BPOs have led to contradictory outcomes such as upward mobility accompanied by precarity. Our research explores the complex interplay between work, personal aspirations, social futures, and transformations in global capitalism. Our informants’ experiences with affective labor performed at a distance provide us with critical insights into capital, labor, and technology in our rapidly changing world. Movement characterizes the industry and its workers as they communicate across spatial, linguistic, and cultural distance, while simultaneously being emplaced by regimes of racialized labor. We draw on long-term fieldwork to analyze the complexity and density of interactions between imagination, aspiration, technology, and work for upwardly mobile classes in the Global South.Watch the video of the 2017 Lewis Henry Morgan Lecture Here

Professional identities and servile realities: Aspirational labour in Delhi malls

The article explores how retail workers envision and pursue aspirations for social mobility through employment in Delhi malls. Based on 14 months of ethnographic fieldwork and participant observation, this study examines how retail store employees cultivate professional occupational identities as a way of distancing themselves from informal and manual workers and claim a new class identity. The article also shows how workers come to view the job as dhoka (deceit), once they experience humiliation and disrespect at the hands of customers and managers and realise that such employment does not allow them to transcend their social class positions. However, they continue to stay on in these demeaning jobs because they believe that employment in the new service economy is their best option. By exploring retail workers’ narratives of majboori (constraint or compulsion) in this context, the article unpacks their contradictory experiences of work in the service sector and sheds light on youth aspirations and mobility strategies in post-liberalised India