Now showing items 1-3 of 3
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. ...
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 ...
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 ...