Please use this identifier to cite or link to this item: http://hdl.handle.net/11718/17330
Title: From boom to where?: the impact of crisis on work and employment in Indian BPO
Authors: Taylor, Phil
D'Cruz, Premilla
Noronha, Ernesto
Dora, Scholarios
Keywords: Business Process Outsourcing;offshoring;Indian call centres;GVC;financial crisis;work intensification;SLA
Issue Date: 2014
Publisher: John Wiley & Sons Ltd
Citation: Taylor, P., D'Cruz, P., Noronha, E., & Scholarios, D. (2014). ‘From boom to where?’: the impact of crisis on work and employment in Indian BPO. New Technology, Work and Employment, 29(2), 105-123.
Abstract: This article locates Indian business process outsourcing (BPO) within the global supply chains of business services delivery and an international division of service labour. It acknowledges the BPO market's essential dependence on demand from lead firms in the United States and United Kingdom. Drawing on a conceptual synthesis of the Global Commodity Chain, Global Value Chain and Global Production Network frameworks, the article examines the impact of 2008's financial crisis on employment, work organisation and the experience of work in Indian BPO. Employer/industry sources and employee interviews reveal reconfigured local labour market dynamics, tightened work discipline, an extensification of working time, work intensification and unprecedented growth in job insecurity. Such changed characteristics suggest a watershed that raises questions concerning the sustainability of models of BPO work constructed in pre-crisis years.
URI: http://hdl.handle.net/11718/17330
ISSN: 1468-005X
Appears in Collections:Journal Articles

Files in This Item:
File Description SizeFormat 
From boom to where the impact of crisis on work and employment in Indian BPO.pdf
  Restricted Access
124.61 kBAdobe PDFView/Open Request a copy


Items in IIMA Institutional Repository are protected by copyright, with all rights reserved, unless otherwise indicated.