Download or read book Employee Identity in Indian Call Centres written by Ernesto Noronha and published by SAGE Publications Pvt. Limited. This book was released on 2009-06-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This one-of-its-kind book, Employee Identity in Indian Call Centres: The Notion of Professionalism presents the lived experience of call center agents, and the perspectives of managers and trade unionists regarding employee experiences in the international call centers in Mumbai and Bangalore in India.
Download or read book Women Identity and India s Call Centre Industry written by J.K. Tina Basi and published by Routledge. This book was released on 2009-06-02 with total page 432 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines the concept of globalised identities and the way in which agency is exercised over identity construction by women working in India’s transnational call centre industry. Drawing on qualitative empirical data and extensive original fieldwork, the book provides a nuanced analysis of the experiences of Indian women call centre workers and the role of women’s participation in the global labour market. The author uses social, cultural, and historical factors to create a framework for examining the processes of identity construction. Within this framework, the book explores the impact of the call centre labour process on the social landscape of urban centres in India and the way in which this has impacted upon transformations and shifts in society with relation to gendered, sexual, and generational relationships. Highlighting the significance of identity in a globalised world, the author argues that identity acts as one of the most powerful constructs in transforming global ‘scapes’ and flows of culture and economics. This book will be of interest to academics working on South Asia, gender and labour studies and issues of globalization, identity and social change.
Download or read book 1 800 Worlds written by Mathangi Krishnamurthy and published by Oxford University Press. This book was released on 2018-01-02 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: Indian call centre employees work through the night, sleep during the day, and listen to foreign voices in accented tongues over transnational telephone connections. Through a description of the nightly and daily lives of call centre workers in the university town of Pune, India, 1–800–Worlds engages with the complex negotiations that underlie the ostensible success of new service economies. As the author shows, the call centre industry is neither insular nor singular but offers a set of symptoms that can help read changing forms of urban Indian middle-classness.
Download or read book Aesthetic Labour written by Chris Warhurst and published by SAGE. This book was released on 2020-07-06 with total page 237 pages. Available in PDF, EPUB and Kindle. Book excerpt: This accessible and exciting new text looks at the implications of aesthetic labour for work and employment by contextualizing debates and offering a critical approach. The origins of aesthetic labour are explored, as well as the relevant theories from business and management, and sociology. Coverage includes key topics such as: corporate strategy; recruitment and selection practices; and discrimination. Key features include: - a range of case studies from across different types of organizations and popular culture - the exploration of topics such as branding, ′lookism′, ′dressing for success′ and cosmetic surgery - suggestions for further reading.
Download or read book Women Identity and India s Call Centre Industry written by J.K. Tina Basi and published by Routledge. This book was released on 2009-06-02 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduction : 'a myriad of well-wishing "little sisters"' -- Globalizing India : the rise of the call centre and BPO industries -- Pinking and rethinking professional identities : the construction of women's work identities -- BTMs in BPOs : using sartorial strategies to establish patterns of identification and recognition -- Techs and the city : challenging patriarchal norms through spatial practice -- Conclusion : agency and identity.
Download or read book Answer the Call written by Aimee Carrillo Rowe and published by U of Minnesota Press. This book was released on 2013-12-01 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: What happens over time to Indians who spend their working hours answering phone calls from Americans—and acting like Americans themselves? To find out, the authors of Answer the Call conducted long-term interviews with forty-five agents, trainers, managers, and CEOs at call centers in Bangalore and Mumbai from 2003 to 2012. For nine or ten hours every day, workers in call centers are not quite in India or America but rather in a state of “virtual migration.” Encouraged to steep themselves in American culture from afar, over time the agents come to internalize and indeed perform Americanness for Americans—and for each other. Call center agents “migrate” through time and through the virtual spaces generated by voice and information sharing. Drawing from their rich interviews, the authors show that the virtual migration agents undergo has no geographically distant point of arrival, yet their perception of moving is not merely abstract. Over the duration of the job, agents’ sense of place and time changes: agents migrate but still remain, leaving them somewhere in between—between India and America, experience and imagination, class mobility and consumption, tradition and modernity, here and there, then and now, past and future. However tangible and elastic their virtual mobility might seem in these relatively lucrative jobs, it is also suspended within the confines of the very boundaries they migrate across. Having engaged with these vivid and often poignant interviews, readers will never again be indifferent to an Indian agent’s greeting at the other end of a toll-free call: “Hello, my name is Roxanne. How may I help you?”
Download or read book Putting Labour in its Place written by Kirsty Newsome and published by Bloomsbury Publishing. This book was released on 2017-09-16 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: Part of the Comparative Work and Employment Relations series, Putting Labour in its Place is an edited collection, containing cutting-edge research and theoretical innovation on global value chains, the nature of work and labour process theory. It addresses the different processes around the world that each add value to the goods or services being produced; whilst also analysing the idea of labour itself and the exploitation surrounding it. Key benefits: - Written by leading international academics. - A landmark text combining the growing interest in global value chains with labour process theory. - Provides up-to-date critical analysis of global developments.
Download or read book Boundary Spanning Elements and the Marketing Function in Organizations written by Sunil Sahadev and published by Springer. This book was released on 2015-02-25 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents current research on boundary spanning elements. The editors bring together extant knowledge in the field and present a uniform narrative. Previous studies have often been disseminated across several academic disciplines like services marketing, personal selling and sales management etc. and this monograph aggregates studies dealing with boundary spanning elements or has boundary spanning elements related to the marketing function as the main empirical platform under a uniform theoretical perspective. Each chapter in the book deals with an important research theme and synthesizes studies in relation to boundary spanning elements.
Download or read book Working Life written by Paul Thompson and published by Bloomsbury Publishing. This book was released on 2017-09-16 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Labour process theory is consolidated in Working Life to develop a credible account of the relationships between capitalist political economy, work systems and the strategies and practices of actors in the employment relationship. Beyond this, the book explores the future of labour process analysis.
Download or read book The Routledge Companion to Critical Management Studies written by Anshuman Prasad and published by Routledge. This book was released on 2015-08-14 with total page 660 pages. Available in PDF, EPUB and Kindle. Book excerpt: The scholarly field of Critical Management Studies (CMS) is in a state of flux. Against a backdrop of dramatic global shifts, CMS scholarship has lately taken a number of new and exciting directions and, at times, challenged older critical voices. Novel theoretical frameworks and diverse research interests mark the CMS field as never before. Interrogating conventional critiques of management and arguing for fresh approaches, The Routledge Companion to Critical Management Studies captures this intellectual ferment and new spirit of inquiry within CMS, and showcases the pluralistic generation of CMS scholars that has emerged in recent years. Setting the scene for a crucial period for the discipline, this insightful volume covers new ground and essential areas grouped under the following themes: Critique and its (dis-)contents Difference, otherness, marginality Knowledge at the crossroads History and discourse Global predicaments. Drawing on the expertise of an international team of contributing scholars, The Routledge Companion to Critical Management Studies is a rich resource and the perfect reference tool for students and researchers of management and organization.
Download or read book Understanding Identity and Organizations written by Kate Kenny and published by SAGE. This book was released on 2011-12-01 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: An understanding of identity is fundamental to a complete understanding of organizational life. While conventional management textbooks nod to in-groups, cohesion and discrimination, this text offers instead a deeper, more nuanced understanding of why people, groups and organizations behave the way they do. With conceptions of identity perhaps less stable than they have ever been, the authors make complex theoretical issues accessible to the reader through the use of lively examples from popular culture. The authors present an overview of the key issues, as well as an examination of cutting-edge research and topical forces currently re-defining identity, such as globalisation, the fair trade movement and online identities. This text is a succinct, relevant and exciting overview of the field of identity studies as it relates to business and management and applied social sciences, an is an invaluable resource to undergraduate and postgraduate students of management on any course that has an identity component.
Download or read book Indian Perspectives on Workplace Bullying written by Premilla D'Cruz and published by Springer. This book was released on 2018-11-11 with total page 278 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book, recognizing that workplace bullying is a significant employment relations and occupational health and safety problem in India which warrants urgent and holistic intervention, presents empirical studies examining contextual factors, antecedents, mediators, moderators, processes, outcomes and solutions, thereby deepening our understanding of the phenomenon. The chapters showcased in the volume emphasize the paradoxical Indian sociocultural ethos whose simultaneous embrace of humanism versus identity-based, personalized and hierarchical relationships, materialism versus spiritualism and individualism versus collectivism both fuel yet quell misbehaviour. The inquiries which constitute this book engage both positivist and postpostivist paradigms, draw on several theoretical and substantive frameworks, utilize an array of methods, investigate numerous foci and cover various geographical regions in India, a range of industrial sectors and all levels of the organization. In so doing, they make pathbreaking contributions beyond country-specific insights to advance the frontiers of the thematic area worldwide. The chapters include important findings pertaining to digital workplaces, child labour, forgiveness, customer bullying, psychological contract violation, perceived organizational support, psychological capital and comprehensive prevention strategies encompassing psychosocial risks. As well as building on a decade of knowledge about workplace bullying in India, the book puts forward a research agenda on the topic for the subcontinent in particular and the field in general. The volume is of interest to researchers, practitioners and students of organizational studies, human resource management, industrial relations, labour law, corporate law, health sciences and social work.
Download or read book Workplace Bullying in India written by Premilla D'Cruz and published by Routledge. This book was released on 2014-03-21 with total page 147 pages. Available in PDF, EPUB and Kindle. Book excerpt: Workplace bullying, a pattern of persistent and targeted emotional abuse within the context of an evolving unequal interpersonal relationship, has so far not received academic attention in India. This book explores the phenomenon of workplace bullying through a series of quantitative and qualitative inquiries conducted in India’s Information Technology-Enabled Services–Business Process Outsourcing (ITES-BPO) sector. Through quantitative evidence from two multi-city surveys, the book highlights the incidence of interpersonal bullying at work and the organizational measures available to deal with it. Over one-third of the survey respondents experienced bullying, which was usually from superiors though cross-level co-bullying was also reported. Approximately 70 per cent of the survey respondents described organizational measures including anti-bullying policies, employee awareness and training programmes, encouragement of witnesses/bystanders to intervene in bullying situations, and organizational actions. Through qualitative data, the book provides insights into both interpersonal and depersonalized bullying. The lived experiences of targets and witnesses/bystanders of interpersonal bullying underscore the critical influence of human resources management (HRM) on target coping, the long-term identity work targets engage in as they respond to identity disruptions and the effect of workplace friendship on witnesses’/bystanders’ behaviour. The presence of institutionalized bullying facilitates the development of the emergent construct of depersonalized bullying. Across both quantitative and qualitative inquiries, the inclusion of socio-cultural, micro-organizational, macro-organizational, and business, dimensions deepens our understanding. The book goes beyond a country-specific contribution to address gaps in the international literature on workplace bullying and will be of interest to academics and practitioners in the fields of management, organizational behaviour (OB), human resources (HR), industrial relations, psychology, sociology, anthropology, and law as well as to the general reader.
Download or read book Labour in Global Value Chains in Asia written by Dev Nathan and published by Cambridge University Press. This book was released on 2016-10-13 with total page 564 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book brings together a set of studies on labour conditions in global value chains (GVCs) in a variety of sectors, ranging from labour-intensive sectors (garments, fresh fruits, tourism), to medium and high technology sectors (automobiles, electronics and telecom) and knowledge-intensive sectors (IT software services). The studies span a number of countries across Asia - Bangladesh, Cambodia, China, India, Indonesia, Sri Lanka and Vietnam. This book stands out for its grounded and detailed examination of both what is working and what is not working as Asian labour gets more embedded in global value chains. In trying to identify spaces for progressive action and policies in the current GVC-linked global work environment, the book goes against the grain in searching for an alternative to laissez faire forms of globalisation.
Download or read book Working the Night Shift written by Reena Patel and published by Stanford University Press. This book was released on 2010-03-25 with total page 287 pages. Available in PDF, EPUB and Kindle. Book excerpt: Relatively high wages and the opportunity to be part of an upscale, globalized work environment draw many in India to the call center industry. At the same time, night shift employment presents women, in particular, with new challenges alongside the opportunities. This book explores how beliefs about what constitutes "women's work" are evolving in response to globalization. Working the Night Shift is the first in-depth study of the transnational call center industry that is written from the point of view of women workers. It uncovers how call center employment affects their lives, mainly as it relates to the anxiety that Indian families and Indian society have towards women going out at night, earning a good salary, and being exposed to western culture. This timely account illustrates the ironic and, at times, unsettling experiences of women who enter the spaces and places made accessible through call center work. Visit the author's website at http://www.working-the-nightshift.com and Facebook group at www.facebook.com/WorkingtheNightShift.
Download or read book Borders in Service written by Kiran Mirchandani and published by University of Toronto Press. This book was released on 2016-10-27 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Borders in Service traces the intersection of service labour and national identity across global call centres in seven countries: El Salvador, Guatemala, Guyana, Mauritius, Morocco, the Philippines, and the US-Mexico border. While most studies on offshore call centres have focused on India this collection explores the experiences of call center workers in many of the newly emerging hubs of transnational service work. In this collection, Kiran Mirchandani and Winifred Poster have gathered a wide range of contributors to explore the dynamics within global call centres. Such dynamics include: language, speech, accent issues, expressions of consumer sentiment, physical space, and organizational, human resource, and labour policies. By grounding the theoretical debates on nationhood and labour in the realities of daily life in global call centres, Mirchandani and Poster have created a timely, accessible and revealing collection that will change what we know about offshored customer service work.
Download or read book Workplace Abuse Incivility and Bullying written by Maryam Omari and published by Routledge. This book was released on 2015-10-05 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book bridges an existing gap in the literature relating to the study of workplace abuse, incivility and bullying. It provides broad perspectives to capture some of the diversity associated with the study of (negative) human behaviours using different methodological approaches, and in different cultural contexts. Studies in the area have grown in leaps and bounds over the last few decades. As we come to know more about the nature of these adverse behaviours, the reasons they happen, and the impact they have on individuals and beyond, new gaps in knowledge emerge. On one hand the paucity of research is assisting in better understanding and management of these negative behaviours, on another, generalised information without an appreciation of the context in which the behaviours unfold may be detrimental to the cause, especially given a globalised and multicultural world. Workplace Abuse, Incivility and Bullying presents findings from under-researched methodological, and unique cultural perspectives. Such an approach will allow us to gain deep insights into the diversity and complexities associated with perceiving, being subjected to, and experiencing negative behaviours at work. The book has applicability across a broad range of audience from academics through to practitioners, and even victims and suspected perpetrators.
