Browsing Faculty Publications (Bibliographic) by Subject "Call Centres"
Now showing items 1-8 of 8
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Being professional: organizational control in Indian call centres
(2006-10-29)The relationship between technocratic and socioideological control in organizations is contested among scholars. In an attempt to understand this complex interlinkage, the present study examined organizational control ... -
Customer satisfaction and service quality measurement in Indian call centres
(Managing Service Quality, 2008-11-10)Purpose – The purpose of this research is to examine customer satisfaction and service quality measurement practices followed in call centres. Design/methodology/approach – The study uses qualitative methodology ... -
Doing emotional labour: the experiences of Indian call centre agents
(Global Business Review, 2008-11-02)A qualitative study undertaken in Bangalore and Mumbai, India, on subjective work experiences of call centre agents, uncovered four major themes addressing agents’ perceptions of and responses to emotional labour demands. ... -
Employee voice and collective formation in the Indian ITES - BPO industry
(Economic and Political Weekly, 2008-11-11)The growth of the information technology enabled services-business process outsourcing industry calls for attention to employees' working conditions and rights. Can an independent organisation such as unites Pro (the union ... -
The exit coping response to workplace bullying: the contribution of inclusivist and exclusivist HRM strategies
(Employee Relations, 2010-01-15)Purpose – This paper aims to describe the role of human resource management (HRM) in targets' coping with workplace bullying. Design/methodology/approach – The paper draws on a study rooted in van Manen's hermeneutic ... -
Experiencing depersonalized bullying: a study of Indian call centre agents
(Work Organization, Labour and Globalization, 2009-01-28)This article uses the concept of depersonalized bullying to explain the way in which call-centre agents employed in international call centres in Mumbai and Bangalore, India experience their work as an oppressive regime. ... -
Indian call centres and business process outsourcing: a study in union formation
(New Technology, Work, and Employment, 2010-11-11)In this exploratory study of union formation in the Indian call centre/business process outsourcing sector, the authors draw upon evidence from the first detailed survey of members of the recently formed UNITES, and from ... -
Technical call centres: beyond electronic sweatshops and assembly lines in the head
(2007-11-02)Views on call centres as work systems represent a dichotomy. While, on the one hand, call centres are seen as conforming to an engineering or mass service model, on the other hand, they are described as high commitment service ...