The next available agent: work organisation in Indian call centres

被引：19

作者：

Thite, Mohan ^{[1
]}

Russell, Bob ^{[1
]}

机构：

[1] Griffith Univ, Griffith Business Sch, Brisbane, Qld 4111, Australia

来源：

NEW TECHNOLOGY WORK AND EMPLOYMENT | 2010年 / 25卷 / 01期

关键词：

SERVICE WORK; HRM SYSTEMS; MANAGEMENT; CUSTOMERS; EMPLOYEES;

D O I：

10.1111/j.1468-005X.2009.00235.x

中图分类号：

TB18 [人体工程学];

学科分类号：

1201 ;

摘要：

We examine the employee perception of work organisation in four large Indian call centres to investigate causes of employee dissatisfaction and turnover. We find that profound mismatch between the offshored labour market and the labour process pose fundamental challenges that may not be susceptible to easy HR fixes.

引用

页码：2 / 18

页数：17

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