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Employee identity in Indian call centres [electronic resource] : the notion of professionalism / Ernesto Noronha, Premilla D'Cruz.
- Format:
- Book
- Author/Creator:
- Noronha, Ernesto.
- Series:
- Response Books
- Language:
- English
- Subjects (All):
- Call centers--India.
- Call centers.
- Professional employees--India.
- Professional employees.
- Physical Description:
- 1 online resource (199 p.)
- Place of Publication:
- New Delhi ; Thousand Oaks, CA : Response Books, 2009.
- Language Note:
- English
- 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
- Contents:
- Cover; Contents; List of Tables; List of Abbreviations; Preface; Acknowledgements; 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; References; Index; About the Authors
- Notes:
- Description based upon print version of record.
- Includes bibliographical references and index.
- ISBN:
- 93-5280-219-5
- 1-282-15388-9
- 9786612153884
- 81-321-0259-2
- OCLC:
- 436044672
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