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Hope to despair: the experience of organizing Indian call centre employees
(Indian Journal of Industrial Relations, 2013)
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 ...
Workplace bullying in the context of organizational change: the significance of pluralism
(Industrial Relations Journal, 2014-05-01)
The presence of depersonalised bullying during organisational change, highlighted through empirical research on lay-off procedures in India's information technology sector, underscores the rhetoric of unitarist human ...
Breathers releases outlets and pauses: employee resistance in the context of depersonalized bullying
(Nova Southeastern University, Inc., 2013)
Introduction The study of workplace bullying, which originated in Scandinavia in the 1980s with the work of Heinz Leymann who used the term "mobbing" to describe the phenomenon (Einarsen, Hoel, [...]
Drawing on a study ...
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 ...
Globalisation of commodification: legal process outsourcing and Indian lawyers
(Routledge, 2016)
Legal process outsourcing (LPO) refers to the contracting of legal work from regions where it is costly to perform, such as the US to areas where it can be performed at a significantly decreased cost. LPO has been made ...
The workplace bullying: organizational change interface: emerging challenges for HRM
(International Journal of Human Resource Management., 2014)
hough previous research has established organizational change as an antecedent of workplace bullying, issues about the source, aetiology, target orientation and level of organizational involvement and the role of HRM remain ...
High commitment management practices re-examined: the case of Indian call centers
(Economic and Industrial Democracy, 2012)
Considerable debate exists in the West about the effectiveness of high commitment management (HCM) practices in reducing the negative features associated with work in mass-production call centres. This debate has been ...
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 ...
Reconciling dichotomous demands: telemarketing agents in Bangalore and Mumbai, India
(2007-11-08)
Though outsourcing has created enormous employment potential in India’s information technology enabled
services/business process outsourcing (ITES/BPO) sector, the implications for employees remain to be
understood. The ...
Achieving downsizing: managerial perspectives
(2005-10-27)
The restructuring of organizations through downsizing is a significant phenomenon in the contemporary
global business scenario. But academic research on the subject has focused limited attention on important
stakeholder ...