The next available agent: Work organisation in Indian call centres
| File | Size | Format | |
|---|---|---|---|
| 65818__1.pdf | 714Kb | Adobe PDF | View |
| Title | The next available agent: Work organisation in Indian call centres |
|---|---|
| Author | Thite, Mohan; Russell, Bob |
| Journal Name | New Technology, Work and Employment |
| Year Published | 2010 |
| Place of publication | United Kingdom |
| Publisher | Wiley-Blackwell Publishing Ltd. |
| Abstract | 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. |
| Peer Reviewed | Yes |
| Published | Yes |
| Alternative URI | http://dx.doi.org/10.1111/j.1468-005X.2009.00235.x |
| Copyright Statement | Copyright 2010 Blackwell Publishing Ltd. This is the pre-peer reviewed version of the following article: The next available agent: Work organisation in Indian call centres, New Technology, Work and Employment Vol. 25(1), 2010, pp. 2-18, which has been published in final form at http://dx.doi.org/10.1111/j.1468-005X.2009.00235.x. |
| Volume | 25 |
| Issue Number | 1 |
| Page from | 2 |
| Page to | 18 |
| ISSN | 0268-1072 |
| Date Accessioned | 2010-11-29 |
| Date Available | 2011-06-20T06:48:32Z |
| Language | en_AU |
| Research Centre | Centre for Work, Organisation and Wellbeing |
| Faculty | Griffith Business School |
| Subject | Industrial Relations |
| URI | http://hdl.handle.net/10072/35659 |
| Publication Type | Journal Articles (Refereed Article) |
| Publication Type Code | c1 |
Please use this identifier to cite this record: http://hdl.handle.net/10072/35659
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