| Description |
1 online resource (xiii, 184 pages). |
| Physical Medium |
polychrome |
| Description |
text file |
| Series |
Response Books
|
|
Response Books.
|
| Bibliography |
Includes bibliographical references and index. |
| Contents |
Call centres as workplaces -- The call centre industry in India -- The research process -- Professionalism as lived experience -- Professionalism and the reinvention of the trade union movement -- Professionalism contested -- Final word. |
| Summary |
Based on a series of qualitative inquiries exploring employee experiences of work in international facing call centres in Mumbai and Bangalore, India, this book presents the lived experience of call centre agents, coupled with managers' perspectives and trade unionists' viewpoints. The book underscores how employee identity is defined by the notion of professionalism. Inculcated in agents by employer organizations, professional identity is invoked as a means of gaining employee commitment to the realization of organizational goals in a bid to ensure competitive advantage. While professional id. |
| Local Note |
eBooks on EBSCOhost EBSCO eBook Subscription Academic Collection - North America |
| Subject |
Call centers -- India.
|
|
Call centers. |
|
India. |
| Genre/Form |
Electronic books.
|
| Added Author |
D'Cruz, Premilla.
|
| Other Form: |
Print version: Noronha, Ernesto. Employee identity in Indian call centres. New Delhi, India : Response ; Thousand Oaks, Calif. : SAGE., 2009 9788132100799 8132100794 (DLC) 2009023206 (OCoLC)317927718 |
| ISBN |
9788132102595 (electronic book) |
|
8132102592 (electronic book) |
|
9788132100799 (paper back) |
|
