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Book Review: Paid to Party: Working Time and Emotion in Direct Home Sales

necessary to negotiate familiarity and difference in order to provide customer service that meets Western expectations. Phone Clones is thoroughly researched and the data are impressive. Throughout the book, Mirchandani supports her arguments with interview excerpts. This allows the reader to hear the words of the call center workers themselves and provides tremendous insight into the experience of transnational service work. Mirchandani argues that studying the globalization of service work provides insight into the microprocesses of global economic capitalism. Phone Clones highlights the hidden skill involved in the “bridging activities” necessary for successful customer service across national boundaries. Although the study focused on Indian call center workers, authenticity work is a necessary part of all transnational customer service and is sure to be an important concept in scholarship on the globalization of service work.