Taylor, P. and Bain, P.M. (2005) India calling to the far away towns: the call centre labour process and globalization. Work, Employment and Society, 19 (2). pp. 261-282. ISSN 0959-0170Full text not available in this repository. (Request a copy from the Strathclyde author)
In recent years prominent companies have migrated call centre services to India provoking much-publicized fears for the future of UK employment. This article challenges the widely-held assumption that offshoring voice services is a seamless undertaking, principally through an investigation of the Indian call centre labour process. This enquiry is informed initially by an analysis of the political-economic factors driving offshoring and shaping the forms of work organization to have emerged in India. A critical review of literature on call centre work organization provides a conceptual framework, through which Indian developments are analysed. Data comes from fieldwork conducted in India and a complete audit of the Scottish industry, through which UK trends can be evaluated. We conclude that the Indian industry reproduces in exaggerated and culturally-distinctive forms, a labour process that has proved problematical for employers and employees alike in the UK and elsewhere.
|Keywords:||call centres, work, human resource management, management science, globalisation, india, Management. Industrial Management, Organizational Behavior and Human Resource Management, Economics and Econometrics, Accounting, Sociology and Political Science|
|Subjects:||Social Sciences > Industries. Land use. Labor > Management. Industrial Management|
|Department:||Strathclyde Business School > Human Resource Management|
|Depositing user:||Strathprints Administrator|
|Date Deposited:||04 Oct 2007|
|Last modified:||29 Apr 2016 08:20|