Title The next available operator : managing human resources in Indian business process outsourcing industry / edited by Mohan Thite and Bob Russell

Published New Delhi, India : Response Books ; Thousand Oaks, Calif. : Sage Publications, 2009

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Description 1 online resource (xiii, 316 pages) : illustrations Contents Introduction / Mohan Thite and Bob Russell -- An overview of the Indian contact centre industry / Catriona Wallace -- Human resource management in Indian call centres/business process outsourcing / Mohan Thite and Bob Russell -- Work processes and emerging problems in Indian call centres / Pawan Budhwar, Neeru Malhotra and Virender Singh -- Transnationalism in Indian call centres / Kiran Mirchandani -- A practitioner's perspective on the Indian info-services industry / Nandita Gurjar -- Union formation in Indian call centres / Phil Taylor [and others] -- Outsourcing careers : western theories in an Indian context / Laurie Cohen, Amal El-Sawad and John Arnold -- Employment systems in call centres in the United States and India / Rosemary Batt, Virginia Doellgast and Hyunji Kwon -- Managing work and employment in Australian and Indian call centres / Bob Russell and Mohan Thite -- Strategic human resource management in outsourced call centres in India and Canada / Wendy Carroll and Terry Wagar Summary India, often referred to as the 'electronic housekeeper of the world', is home to the largest number of offshored call centres. This makes it very important to understand how BPO providers in India manage their human resources. The key message from recent empirical studies on Indian call centres/BPO is that human resources are at once the greatest strength and the greatest challenge confronting this new industry. Many of these studies are, however, based more on polemics and managerial rhetoric as opposed to the systematic empirical investigation of the employment relationship. This first-of-i Bibliography Includes bibliographical references and index Notes Master and use copy. Digital master created according to Benchmark for Faithful Digital Reproductions of Monographs and Serials, Version 1. Digital Library Federation, December 2002. http://purl.oclc.org/DLF/benchrepro0212 MiAaHDL Print version record digitized 2011 HathiTrust Digital Library committed to preserve pda MiAaHDL Subject Call centers -- India -- Personnel management Human capital -- India -- Management Call centers -- Personnel management -- Cross-cultural studies Human capital -- Management -- Cross-cultural studies Electronic books. e-books. BUSINESS & ECONOMICS -- Marketing -- Telemarketing. BUSINESS & ECONOMICS -- Marketing -- Multilevel. BUSINESS & ECONOMICS -- Mail Order. BUSINESS & ECONOMICS -- Marketing -- Direct. BUSINESS & ECONOMICS -- E-Commerce -- Internet Marketing. Call centers -- Personnel management Human capital -- Management India Genre/Form Cross-cultural studies Form Electronic book Author Thite, Mohan. Russell, Bob, 1950- ISBN 813210126X 9788132101260 8178299321 9788178299327 9788132111993 8132111990

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