Work organization, human resource practices and employee retention in Indian call centers

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Title Work organization, human resource practices and employee retention in Indian call centers
Author Thite, Mohan; Russell, Bob
Journal Name Asia Pacific Journal of Human Resources
Year Published 2010
Place of publication United Kingdom
Publisher Sage Publications Ltd.
Abstract The literature on call centers often highlights the centrality of HR in stemming employee attrition but is mainly grounded in the realities of in-house call centers in the western economies. In this empirical study of four large Indian call centers we examine specific aspects of HR practice for their effect on retention in the very different context of Indian labor markets. The relationship between HR practices and the realities of the call-centre labor processes operating within a buoyant labor market that offers plentiful job alternatives are explored. The findings suggest that the contribution of HR to employee retention is a necessary but not sufficient condition for retention in the context of Indian call centers.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1177/1038411110381623
Copyright Statement Copyright 2010 Australian Human Resources Institute. This is the author-manuscript version of the paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
Volume 48
Issue Number 3
Page from 356
Page to 374
ISSN 1038-4111
Date Accessioned 2010-11-29
Date Available 2011-11-01T06:55:46Z
Language en_AU
Faculty Griffith Business School
Subject Human Resources Management
URI http://hdl.handle.net/10072/35619
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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