Now showing items 1-6 of 6
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 ...
Technical call centres: beyond electronic sweatshops and assembly lines in the head
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 ...
Being professional: organizational control in Indian call centres
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 ...
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. ...