Hope to despair: the experience of organizing Indian call centre employees

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Please use this identifier to cite or link to this item: http://hdl.handle.net/11718/13583

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DC Field	Value	Language
dc.contributor.author	D'Cruz, Premilla
dc.contributor.author	Noronha, Ernesto
dc.date.accessioned	2013-05-19T13:34:23Z
dc.date.available	2013-05-19T13:34:23Z
dc.date.issued	2013
dc.identifier.citation	D'Cruz, P., & Noronha, E. (2013). Hope to Despair: The Experience of Organizing Indian Call Centre Employees. Indian Journal Of Industrial Relations, 48(3), 471-486.	en_US
dc.identifier.issn	00195286
dc.identifier.uri	http://hdl.handle.net/11718/13583
dc.description.abstract	The rapid growth of India's IT Enabled Service-Business Process Outsourcing (ITES-BPO) sector has drawn the attention of several researchers whose foci have spanned varied aspects. This paper analyses whether UNITES really lived up to its reputation of being a torch bearer in organizing call centre employees and how its strategies were influenced by everyday work context of call centre employees and their socially constructed identity of being professional. The analysis is based on extensive fieldwork over a period of 8 years and in-depth interviews with union officials and more than 200 employees working in the ITES-BPO sector though this article focuses on call centre employees.	en_US
dc.language.iso	en	en_US
dc.publisher	Indian Journal of Industrial Relations	en_US
dc.subject	Call centers	en_US
dc.subject	Business process outsourcing	en_US
dc.subject	Call center agents	en_US
dc.title	Hope to despair: the experience of organizing Indian call centre employees	en_US
dc.type	Article	en_US
Appears in Collections:	Journal Articles

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