The next available agent: Work organisation in Indian call centres

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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
Language en_AU
Faculty Griffith Business School
Subject Industrial Relations
URI http://hdl.handle.net/10072/35659
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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