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Title The next available operator : managing human resources in Indian business process outsourcing industry / edited by Mohan Thite and Bob Russell.
Imprint New Delhi, India : Response Books ; Thousand Oaks, Calif. : Sage Publications, 2009.

Subject Call centers -- India -- Personnel management.
Human capital -- India -- Management.
Call centers -- Personnel management -- Cross-cultural studies.
Human capital -- Management -- Cross-cultural studies.
Alt Name Thite, Mohan.
Russell, Bob, 1950-
Description 1 online resource (xiii, 316 pages) : illustrations
polychrome rdacc
Note digitized 2011 HathiTrust Digital Library committed to preserve pda
Bibliography Note Includes bibliographical references and index.
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.
Access Use copy Restrictions unspecified star
Reproduction Electronic reproduction. [S.l.] : HathiTrust Digital Library, 2011.
System Details 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.
Note Print version record.
ISBN 813210126X (electronic bk.)
9788132101260 (electronic bk.)
8178299321 (PB)
9788178299327 (PB)
9788132111993 (ebook)
8132111990 (ebook)
OCLC # 429183426
Additional Format Print version: Next available operator. New Delhi, India : Response Books ; Thousand Oaks, Calif. : Sage Publications, 2009 9788178299327 (DLC) 2008050968 (OCoLC)278980757

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