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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 ...
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 ...
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. ...