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'From boom to where?': The impact of crisis on work and employment in Indian BPO

dc.contributor.authorTaylor P.
dc.contributor.authorD'Cruz P.
dc.contributor.authorNoronha E.
dc.contributor.authorScholarios D.
dc.date.accessioned2022-02-11T10:13:50Z
dc.date.available2022-02-11T10:13:50Z
dc.date.issued2014
dc.identifier.citationTaylor, P., D扖ruz, P., Noronha, E., & Scholarios, D. (2014). 揊rom boom to where?� The impact of crisis on work and employment in Indian BPO. New Technology, Work and Employment, 29(2). https://doi.org/10.1111/ntwe.12027
dc.identifier.issn2681072
dc.identifier.urihttps://www.doi.org/10.1111/ntwe.12027
dc.identifier.urihttp://hdl.handle.net/11718/25192
dc.description.abstractThis article locates Indian business process outsourcing (BPO) within the global supply chains of business services delivery and an international division of service labour. It acknowledges the BPO market's essential dependence on demand from lead firms in the United States and United Kingdom. Drawing on a conceptual synthesis of the Global Commodity Chain, Global Value Chain and Global Production Network frameworks, the article examines the impact of 2008's financial crisis on employment, work organisation and the experience of work in Indian BPO. Employer/industry sources and employee interviews reveal reconfigured local labour market dynamics, tightened work discipline, an extensification of working time, work intensification and unprecedented growth in job insecurity. Such changed characteristics suggest a watershed that raises questions concerning the sustainability of models of BPO work constructed in pre-crisis years. � 2014 The Authors.
dc.language.isoen_US
dc.publisherBlackwell Publishing Ltd
dc.relation.ispartofNew Technology, Work and Employment
dc.subjectBPO
dc.subjectBusiness process outsourcing
dc.subjectFinancial crisis
dc.subjectGVC
dc.subjectIndian call centres
dc.subjectOffshoring
dc.subjectSLA
dc.subjectWork intensification
dc.title'From boom to where?': The impact of crisis on work and employment in Indian BPO
dc.typeArticle
dc.rights.licenseCC BY
dc.contributor.affiliationDepartment of Human Resource Management, University of Strathclyde, United Kingdom
dc.contributor.affiliationInternational in Strathclyde Business School, University of Strathclyde, United Kingdom
dc.contributor.affiliationIndian Institute of Management Ahmedabad, India
dc.contributor.institutionauthorTaylor, P., Department of Human Resource Management, University of Strathclyde, United Kingdom, International in Strathclyde Business School, University of Strathclyde, United Kingdom
dc.contributor.institutionauthorD'Cruz, P., Indian Institute of Management Ahmedabad, India
dc.contributor.institutionauthorNoronha, E., Indian Institute of Management Ahmedabad, India
dc.contributor.institutionauthorScholarios, D., Department of Human Resource Management, University of Strathclyde, United Kingdom
dc.description.scopusid56019895300
dc.description.scopusid6507712852
dc.description.scopusid14034638200
dc.description.scopusid6602423646
dc.identifier.doi10.1111/ntwe.12027
dc.identifier.endpage123
dc.identifier.startpage105
dc.identifier.issue2
dc.identifier.volume29


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    The open-access journal articles collection includes articles published by faculty/researcher of Indian Institute of Management Ahmedabad in Gold/Diamond/ Hybrid/Green Open Access Journal. The Gold/Diamond Open Access Journals are those which published research articles as open access and are primarily licensed under the creative commons.

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