“We Are Not Contractors”: Professionalizing the Interactive Service Work of NGOs in Rajasthan, India

references

• Bourdieu, P. 1977. Outline of a theory of practice. Cambridge: Cambridge University Press.
   Google Scholar
• Bryson, J. R. 2007. The second global shift: The offshoring or global sourcing of corporate services and the rise of distanciated emotional labour. Geografiska Annaler 89B(S1):31–43.
   Google Scholar
• Bryson, J. R.; Daniels, P. W.; and Warf, B. 2004. Service worlds: People, organisations, technologies. New York: Routledge.
   Google Scholar
• Budhwar, P. S.; Varma, A.; Singh, V.; and Dhar, R. 2006. HRM systems of Indian call centres: An exploratory study. International Journal of Human Resource Management 17:881–97.
   Web of Science ®Google Scholar
• Burawoy, M. 1979. Manufacturing consent: Changes in the labor process under monopoly capitalism. Chicago: University of Chicago Press.
   Google Scholar
• Chambers, R. 1994. The origins and practice of participatory rural appraisal. World Development 22:953–69.
   Web of Science ®Google Scholar
• Chari, S. 2004. Fraternal capital: Peasant workers, self made men, and globalization in provincial India. Stanford, Calif.: Stanford University Press.
   Google Scholar
• Craig, D., and Porter, D. 2006. Development beyond neoliberalism? Governance, poverty reduction and political economy. London: Routledge.
   Google Scholar
• Crang, P. 1994. It’s showtime: On the workplace geographies of display in a restaurant in southeast England. Environment and Planning D 12:675–704.
   Web of Science ®Google Scholar
• Crewe, E., and Harrison, E. 1998. Whose development? An ethnography of aid. London: Zed Books.
   Google Scholar
• Dichter, T. 2005. Time to stop fooling ourselves about foreign aid: A practitioner’s view. Foreign Policy Briefing No. 86: Washington, D.C.: CATO Institute.
   Google Scholar
• Dyson, J. 2008. Harvesting identities: Youth, work, and gender in the Indian Himalayas. Annals of the Association of American Geographers 98:160–79.
   Web of Science ®Google Scholar
• Ehrenreich, B. 2001. Nickel and dimed: On (not) getting by in America. New York: Metropolitan Books.
   Google Scholar
• Escobar, A. 1992. Imagining a post-development era? Critical thought, development and social movements. Social Text 31–32:20–56.
   Google Scholar
• Feldman, S. 1997. NGOs and civil society: (Un)stated contradictions. Annals of the American Academy of Political and Social Science 554:46–65.
   Web of Science ®Google Scholar
• Gidwani, V. 2000. The quest for distinction: A reappraisal of the rural labor process in Kheda district (Gujarat), India. Economic Geography 76:145–68.
   Web of Science ®Google Scholar
• Gidwani, V. 2001. The cultural logic of work: Explaining labour deployment and piecerate contracts in Matar Taluka, Gujarat—Parts I and II. Journal of Development Studies 38(2):57–74.
   Web of Science ®Google Scholar
• Government of India, Ministry of Social Justice. http://socialjustice.nic.in/faqs.php#sc1
   Google Scholar
• Government of National Capital of Delhi, Commission for Other Backward Classes. (n.d.). About us. Available online: http://delhigovt.nic.in/newdelhi/dept/obc/CC.doc
   Google Scholar
• Government of Rajasthan, Labour Department. http://www.paycheck.in/main/officialminimumwages/rajasthan
   Google Scholar
• Gutek, B. A. 1995. The dynamics of service: Reflections on the changing nature of customer/provider interactions. San Francisco: Jossey-Bass.
   Google Scholar
• Harriss-White, B. 2003. India working: Essays on society and economy. New York: Cambridge University Press.
   Google Scholar
• Hochschild, A. R. 1983. The managed heart: Commercialization of human feeling. Berkeley: University of California Press.
   Google Scholar
• Jeffrey, C. 2001. “A fist is stronger than five fingers”: Caste and dominance in rural north India. Transactions of the Institute of British Geographers 25(2):1–30.
   Google Scholar
• Jeffrey, C. 2009. Fixing futures: Educated unemployment through a north Indian lens. Comparative Studies in Society and History 51:182–211.
   Web of Science ®Google Scholar
• Jeffrey, C.; Jeffery, P.; and Jeffery, R. 2004. A useless thing or nectar of the gods? The cultural production of education and young men’s struggles for respect in liberalizing north India. Annals of the Association of American Geographers 94:961–81.
   Web of Science ®Google Scholar
• Jeffrey, C.; Jeffery, P.; and Jeffery, R. 2008. Degrees without freedom? Education, masculinities, and unemployment in north India. Stanford, Calif.: Stanford University Press.
   Google Scholar
• Jenkins, K. 2008. Practically professionals? Grassroots women as local experts: A Peruvian case study. Political Geography 27:139–59.
   Web of Science ®Google Scholar
• Kamat, S. 2004. The privatization of public interest: Theorizing NGO discourse in a neoliberal era. Review of International Political Economy 11:155–76.
   Web of Science ®Google Scholar
• Kapoor, D. 2005. NGO partnerships and the taming of the grassroots in rural India. Development in Practice 15:210–15.
   Google Scholar
• Kothari, U. 2005. Authority and expertise: The professionalisation of international development and the ordering of dissent. In Working the spaces of neoliberalism: Activism, professionalisation and incorporation, ed. N. Laurie and L. Bondi, 32–53. Malden, Mass.: Blackwell.
   Google Scholar
• Leidner, R. 1993. Fast food, fast talk: Service work and the routinization of everyday life. Berkeley: University of California Press.
   Google Scholar
• Leidner, R. 1999. Emotional labor in service work. Annals of the American Academy of Political and Social Science 561:81–95.
   Web of Science ®Google Scholar
• Macdonald, C. L. and Merrill, D. 2009. Intersectionality in the emotional proletariat: A new lens on employment discrimination in service work. In Service work: Critical perspectives, ed. M. Korczynski and C. L. Macdonald, 113–34. New York: Routledge.
   Google Scholar
• Mawdsley, E.; Townsend, J.,; and Porter, G. 2005. Trust, accountability, and face-to-face interaction in north-south NGO relations. Development in Practice 15:77–82.
   Google Scholar
• Mawdsley, E.; Townsend, J.; Porter, G.; and Oakley, P. 2002. Knowledge, power and development agendas: NGOs north and south. Oxford, U.K.: INTRAC.
   Google Scholar
• McDowell, L. 1997. Capital culture: Gender at work in the city. Oxford, U.K.: Blackwell.
   Google Scholar
• McDowell, L.; Batnitzky, A.; and Dyer, S. 2007. Division, segmentation, and interpellation: The embodied labors of migrant workers in a greater London hotel. Economic Geography 83:1–25.
   Web of Science ®Google Scholar
• Miraftab, F. 1997. Flirting with the enemy: Challenges faced by NGOs in development and empowerment. Habitat International 21:361–75.
   Web of Science ®Google Scholar
• Mirchandani, K. 2005. Gender eclipsed? Racial hierarchies in transnational call center work. Social Justice 32(4):105–19.
   Google Scholar
• Mosse, D. 2005. Cultivating development: An ethnography of aid policy and practice. London: Pluto.
   Google Scholar
• Muralidharan, S. 1999. The politics of reservations. Frontline. Available online: http://www.hinduonnet.com/fline/fl1624/16240950.htm
   Google Scholar
• Nagar, R., and Raju, S. 2003. Women, NGOs and the contradictions of empowerment and disempowerment: A conversation. Antipode 35:1–13.
   Web of Science ®Google Scholar
• Nightingale, A. J. 2005. “The experts taught us all we know”: Professionalisation and knowledge in Nepalese community forestry. In Working the spaces of neoliberalism: Activism, professionalisation and incorporation, ed. N. Laurie and L. Bondi, 186–207. Oxford, U.K.: Blackwell.
   Google Scholar
• O’Reilly, K. 2010. The promise of patronage: Adapting and adopting neoliberal development. Antipode 42(1):179–200.
   Web of Science ®Google Scholar
• O’Reilly, K., and R. Dhanju. 2010. “Your report is completely wrong!” (aapkii report ek dum galat hai!): Locating spaces inside NGOs for feedback and dissemination. Human Organization 69(3):285–94.
   Web of Science ®Google Scholar
• Otis, E. M. 2008a. Beyond the industrial paradigm: Market-embedded labor and the gender organization of global service work in China. American Sociological Review 73:15–36.
   Web of Science ®Google Scholar
• Otis, E. M. 2008b. The dignity of working women: Service, sex, and the labor politics of localization in China’s City of Eternal Spring. American Behavioral Scientist 52:356–76.
   Web of Science ®Google Scholar
• Paules, G. F. 1991. Dishing it out: Power and resistance among waitresses in a New Jersey restaurant. Philadelphia: Temple University Press.
   Google Scholar
• Poster, W. R. 2007. Who’s on the line? Indian call center agents pose as Americans for U.S.-outsourced firms. Industrial Relations 46:271–304.
   Web of Science ®Google Scholar
• Pringle, R. 1988. Secretaries talk: Sexuality, power and work. New York: Verso.
   Google Scholar
• Robinson, M.; Farrington, J.; and Satish, S. 1993. Overview. In Nongovernmental organizations and the state in India: Rethinking roles in sustainable agricultural development, ed. J. Farrington, D. Lewis, S. Satish, and A. Miclat-Teves, 91–101. New York: Routledge.
   Google Scholar
• Sangtin Writers (and Nagar, R). 2006. Playing with fire: Feminist thought and activism through seven lives in India. New Delhi: Zubaan.
   Google Scholar
• Sayers, S. 2007. The concept of labor: Marx and his critics. Science and Society 71:431–54.
   Web of Science ®Google Scholar
• Sen, S. 1993. Defining the nonprofit sector in India. Working papers of the Johns Hopkins comparative sector project, no. 12, ed. L. M. Salamon and H. K. Anheier. Baltimore: Johns Hopkins Institute for Policy Studies. Available online: http://www.ccss.jhu.edu/CNP_WorkingPapers/CNP_WP12_India_1993.pdf
   Google Scholar
• Srivastava, M. 2009. India’s economy shows surprising growth. Business Week, 30 November.
   Google Scholar
• Srivastava, S. S.; Tandon, R.; Sokolowski, W.; and Salamon, L.M. 2004. India. In Global civil society: Dimensions of the nonprofit sector, ed. L. M. Salamon, W. Sokolowski and Associates, 157–69. Bloomfield, Conn.: Kumarian Press.
   Google Scholar
• Staples, E. S. 1992. Forty years, a learning curve: The Ford Foundation programs in India, 1952–1992. New Delhi: Ford Foundation.
   Google Scholar
• Syed, J.; Ali, F.; and Winstanley, D. 2005. In pursuit of modesty: Contextual emotional labor and the dilemma for working women in Islamic societies. International Journal of Work Organisation and Emotion 1:150–67.
   Google Scholar
• The future of aid: The scramble in Africa. 2008. The Economist. 4 September.
   Google Scholar
• Townsend, J.; Porter, G.; and Mawdsley, E. 2002. The role of the transnational community of nongovernment organizations: Governance or poverty reduction? Journal of International Development 14:829–39.
   Google Scholar
• Wharton, A.S. 2009. The sociology of emotional labor. Annual Review of Sociology 35:147–65.
   Web of Science ®Google Scholar
• Wolkowitz, C. 2006. Bodies at work. London: Sage.
   Google Scholar