Search
Now showing items 1-2 of 2
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 ...
Linkage between perceived external prestige and emotional labour: mediation effect of organizational identification among pharmaceutical representatives in India
(Elsevier Inc., 2012)
With the increasing importance of customer service in sustaining competitive advantage, one of the challenges before the organizations is how to motivate their employees to perform desired emotional labor during customer ...