The next available operator
Subtitle: managing human resources in Indian business process outsourcing industry
By: edited by Mohan Thite and Bob Russell.
Contributors: Thite, Mohan.; Russell, Bob, 1950-
Publisher: Response Books
Published: 2009
Place of publication: Thousand Oaks
Language: eng
ISBN-13: 9788178299327
Subjects: Call centers -- India -- Personnel management; Human capital -- India -- Management; Call centers -- Personnel management -- Cross cultural studies; Human capital -- Management -- Cross cultural studies
Genres: Cross cultural studies.
Notes: Includes bibliographical references and index.
Table of contents: title: Introduction / Mohan Thite and Bob Russell; title: An overview of the Indian contact centre industry / Catriona Wallace; title: Human resource management in Indian call centres/business process outsourcing / Mohan Thite and Bob Russell; title: Work processes and emerging problems in Indian call centres / Pawan Budhwar, Neeru Malhotra and Virender Singh; title: Transnationalism in Indian call centres / Kiran Mirchandani; title: A practitioner's perspective on the Indian info-services industry / Nandita Gurjar; title: Union formation in Indian call centres / Phil Taylor ... [et al.]; title: Outsourcing careers : western theories in an Indian context / Laurie Cohen, Amal El-Sawad and John Arnold; title: Employment systems in call centres in the United States and India / Rosemary Batt, Virginia Doellgast and Hyunji Kwon; title: Managing work and employment in Australian and Indian call centres / Bob Russell and Mohan Thite; title: Strategic human resource management in outsourced call centres in India and Canada / Wendy Carroll and Terry Wagar.