{"resolved":true,"match_type":"uuid","source_type":"original_book","book_id":"ce325a04-5bc9-4819-a776-439d90410b32","title":"Migrant Labour in the Gig Economy The Intersection of Migrant Labour, Platform Capitalism, and Resistance","author":null,"edition":null,"publisher":null,"year":null,"isbn":"9783031912610","requested_by":"printed_page","book":{"source_type":"original_book","book_id":"ce325a04-5bc9-4819-a776-439d90410b32","id":"ce325a04-5bc9-4819-a776-439d90410b32","uuid":"ce325a04-5bc9-4819-a776-439d90410b32","title":"Migrant Labour in the Gig Economy The Intersection of Migrant Labour, Platform Capitalism, and Resistance","normalized_title":"migrantlabourinthegigeconomytheintersectionofmigrantlabourplatformcapitalismandresistance","author":null,"edition":null,"publisher":null,"year":null,"isbn":"9783031912610","isbns":["9783031912610","9783031912627"],"parsed":true,"ai_readable":true,"document_type":"book","page_count":270,"navigation_url":"https://workshop.closeclaw.top/ai/book/ce325a04-5bc9-4819-a776-439d90410b32","title_url":"https://workshop.closeclaw.top/ai/title/Migrant%20Labour%20in%20the%20Gig%20Economy%20The%20Intersection%20of%20Migrant%20Labour%2C%20Platform%20Capitalism%2C%20and%20Resistance","fixed_page_url_template":"https://workshop.closeclaw.top/ai/book/ce325a04-5bc9-4819-a776-439d90410b32/page/{printed_page}","path_api_url_template":"https://workshop.closeclaw.top/api/ai/book/ce325a04-5bc9-4819-a776-439d90410b32/page/{printed_page}","read_url":"https://workshop.closeclaw.top/api/ai/read/ce325a04-5bc9-4819-a776-439d90410b32","page_url":"https://workshop.closeclaw.top/api/ai/books/ce325a04-5bc9-4819-a776-439d90410b32/page","search_url":"https://workshop.closeclaw.top/api/ai/books/ce325a04-5bc9-4819-a776-439d90410b32/search"},"page":{"printed_page":148,"pdf_page":160,"physical_index":160,"physical_index_base":0,"printed_page_status":"recognized","page_sha256":"0ee8de4ba738db5ed2fdcb1bd9dd48246531d79a4329012c9bf554edf9b6e8c7"},"chapter":"Dynamics ofVirtual Work","content":"The Weberian sociological approach provides a valuable framework to understand the world of work from the perspective of the workers themselves, that is, to perceive how these immigrant workers experience the conditions of precariousness and vulnerability. This chapter brings a perspective from below, focusing on the subjective dimensions of immigrants, revealed through their personal life experiences and social identities and their vision of the world (Bogdan & Biklen, 1994; Lindlof, 1995, p. 33), analysing their access and integration process into the labour market. In this sense, it is relevant to understand not only the socioeconomic context of work, but also the individual experiences, motivations, and challenges that immigrants face in Portugal.\n\nThis chapter is divided into seven sections. After the introduction, the second section describes the context for the rising of digital work in a Portuguese gig economy; the third presents the methodology; the fourth details the scenario of immigration in Europe and Portugal; the fifth analyses the occupational trajectories of call and contact centre immigrant workers; the sixth provides the discussion; and the final section brings the conclusions.\n\n2 Digital Work in a Gig Economy\n\nDigital platforms brought a new form of externalisation of work (outsourcing) to an indeterminate and depersonalised mass of workers who are available through a precarious reserve army, and who work according to a just-in-time (Abílio, 2020) and just-in-place logic (Wells et al., 2021). In the 1990s, call and contact centres went from national to global through information and communication technologies. Portugal then witnessed a process of globalisation and digitalisation in the service industry through the call centralisation of work, allowing companies to offer products as a service, instead of selling them as physical objects (Batt et al., 2009; Huws, 2003). Like couriers, drivers, and other services that comprise digital platforms, call centre workers also use platforms and are controlled by the algorithm (Artificial Intelligence). In fact, call centres were the first service where this process of machine and algorithmic management was implemented, through the outsourcing and crowdsourcing of services, with access to a periphery of atypical workers who could be requested by companies to overcome the seasonality of production, leading to work fragmentation. The algorithm dictates and controls the pace of work through the metrics with which it was programmed. As such, all work tasks of a human operator in a call and contact centre are dictated by the machine (algorithm) and personified in the figure of a computer and console, which manage incoming and outgoing calls, depriving operators of any autonomy, creativity and socialisation (Roque, 2010). Operators provide information to customers, connecting them to third parties, through the sale of goods, products and services, through telephone, email, chat and video calls, that is, computer-based technologies. As in the case of other digital and platform workers, at the end of each task (gig), carried out through calls, emails, video calls or chat, the operator’s service is evaluated, either by the company or by the customer.\n\n148\n\nI. ROQUE","previous_page":147,"next_page":149}