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Now showing items 1-10 of 11
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 ...
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 ...
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 ...
A necessary evil: the experiences of managers implementing downsizing programmes
(2006-10-27)
This paper presents the findings of a phenomenological study, which describes the experiences of human
resource (HR) managers implementing a downsizing programme in a steel manufacturing organisation in
India. Data were ...
Seeking the future: after-hours intercommunicating in India's medical transcription industry
(Labour and Management Development Journal, 2008-11-08)
Indian call centres and business process outsourcing: a study in union formation
(2009-04-15)
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 ...
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. ...