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The interface between technology and customer cyberbullying: evidence from India
(Elsevier, 2014)
Drawing on a phenomenological inquiry of the subjective work experiences of Indian call agents employed in international-facing call centres, this paper highlights the interface between information and communication ...
The experience of work in India’s domestic call centre industry
(International Journal of Human Resource Management, 2013)
Research 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 ...