Please use this identifier to cite or link to this item: http://hdl.handle.net/11718/13584
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dc.contributor.authorD'Cruz, Premilla
dc.contributor.authorTaylor, Phil
dc.contributor.authorNoronha, Ernesto
dc.contributor.authorScholarios, Dora
dc.date.accessioned2013-05-19T13:38:39Z
dc.date.available2013-05-19T13:38:39Z
dc.date.issued2013
dc.identifier.citationTaylor, P., D'Cruz, P., Noronha, E., & Scholarios, D. (2013). The experience of work in India's domestic call centre industry. International Journal Of Human Resource Management, 24(2), 436-452.en_US
dc.identifier.issn09585192
dc.identifier.urihttp://hdl.handle.net/11718/13584
dc.description.abstractResearch on Indian call centres has focused almost exclusively on international-facing operations, at the expense of its domestic sub-sector, which is driven by different economic dynamics, namely the expanding Indian ‘new economy’ and the growth of discretionary spending by the country's new middle class. The paper breaks new ground with its detailed examination of the experience of work in this domestic sector and draws upon extensive employee survey and interview data. The findings demonstrate that Indian domestic work lies at the extreme quantitative end of the call centre spectrum – its employees subject to tight controls, extensive work hours and authoritarian management practices in common.en_US
dc.language.isoenen_US
dc.publisherInternational Journal of Human Resource Managementen_US
dc.subjectCall centresen_US
dc.subjectIndian call centresen_US
dc.subjectLabour processen_US
dc.subjectWork intensityen_US
dc.subjectWork organisationen_US
dc.titleThe experience of work in India’s domestic call centre industryen_US
dc.typeArticleen_US
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