Taylor, Phil and D'Cruz, Premilla and Noronha, Ernesto and Scholarios, Dora (2013) The experience of work in India's domestic call centre industry. International Journal of Human Resource Management, 24 (2). pp. 436-452. ISSN 0958-5192Full text not available in this repository. (Request a copy from the Strathclyde author)
Research on Indian call centres has focused almost exclusively on international-facing operations, at the expense of its domestic sub-sector, which is driven by different economic dynamics, namely the expanding Indian ‘new economy’ and the growth of discretionary spending by the country's new middle class. The paper breaks new ground with its detailed examination of the experience of work in this domestic sector and draws upon extensive employee survey and interview data. The findings demonstrate that Indian domestic work lies at the extreme quantitative end of the call centre spectrum – its employees subject to tight controls, extensive work hours and authoritarian management practices in common.
|Keywords:||call centre employment, indian call centres, call centre work, indian economy, india, call centres, work intensity, labour process, work organisation, Social Sciences (General), Organizational Behavior and Human Resource Management, Strategy and Management, Management of Technology and Innovation|
|Subjects:||Social Sciences > Social Sciences (General)|
|Department:||Strathclyde Business School > Human Resource Management|
|Depositing user:||Professor Philip Taylor|
|Date Deposited:||04 Feb 2010 10:43|
|Last modified:||22 Mar 2017 10:28|