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Work organisation in Indian call centres
Bibliographic Data
| ID | 11489647 |
|---|---|
| Authors | Mohan Thite (0000-0003-0075-6409, Griffith University), Bob Russell (0000-0001-7008-1887, Griffith University) |
| Year | 2010 |
| Volume | 25 |
| Issue | 1 |
| Pages | 2-18 |
| Publication date | 2010-03-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | New Technology Work and Employment (JOURNAL) |
| Journal identifiers | ISSN: 0268-1072 • E-ISSN: 1468-005X |
| Publisher | Wiley (PUBLISHER • GB) |
| DOI | 10.1111/j.1468-005x.2009.00235.x |
| OpenAlex | W2167432787 |
| Language | EN |
| Citations received | 7 |
| References cited | 25 |
We examine the employee perception of work organisation in four large Indian call centres to investigate causes of employee dissatisfaction and turnover. We find that profound mismatch between the offshored labour market and the labour process pose fundamental challenges that may not be susceptible to easy HR fixes
Business · Call centre · Economics · Industrial organization · Knowledge management · Labour economics · Operations management · Perception · Political science · Public relations · Telecommunications · Computer Science · Emotional Labor in Professions · Employment and Welfare Studies · Engineering · Labor Movements and Unions · Psychology · Mechanical Engineering
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| Unique citing works | 7 |
|---|---|
| Citations per year | 0,5 |
| Citation span | 2012 - 2015 (4) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 7 |