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Employee identity in Indian call centres : the notion of professionalism /
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 boo...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
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| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New Delhi, India : Thousand Oaks, Calif. :
Response ; SAGE.,
2009.
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| Colección: | Response Books.
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| Temas: | |
| Acceso en línea: | Texto completo |
| Sumario: | 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. |
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| Descripción Física: | 1 online resource (xiii, 184 pages) |
| Bibliografía: | Includes bibliographical references and index. |
| ISBN: | 9788132102595 8132102592 |