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Employee identity in Indian call centres: the notion of professionalism

By: Noronha, Ernesto.
Contributor(s): D'Cruz, Premilla.
Publisher: Los Angeles Response Books 2009Description: xiii, 184 p.ISBN: 9788132100799.Subject(s): Call centers - IndiaDDC classification: FP 331.761381 Summary: This one-of-its-kind book presents the lived experience of call centre agents, and the perspectives of managers and trade unionists regarding employee experiences in the international call centres in Mumbai and Bangalore in India. It highlights how employee identity is invoked to gain employee commitment, for realizing organizational goals and ensuring competitive advantage. While professional identity is associated with a host of privileges, it not only results in agents justifying and complying with organizational requirements and absorbing job-related strain, but also precludes their engagement with collectivist endeavours aimed at representing and protecting their interests, causing the nascent trade union movement in this sector to reinvent itself. This book is unique in being based on empirical research and its multiple sources of data, in its use of qualitative methods, and in its focus on multiple thematic areas such as identity, control, collectivization and professionalism. It includes a detailed study of the dynamics of a subtle psychology that is at work in the Indian call centres regarding the notions associated with the term professional. Providing new and holistic insights gained via rigorous academic research, this book will serve as an important resource of information for teachers and researchers in the fields of organizational behaviour, labour studies, industrial sociology, industrial psychology and human-technology interface. It will also hold the interest of occupational health specialists, trade unionists, and corporate organizations. (Source: www.uk.sagepub.com)
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Reference Vikram Sarabhai Library
Slot 1432 (2 Floor, West Wing) Non-fiction FP 331.761381 N6E6-1 (Browse shelf) 1 Not for Issue 167984
Books Vikram Sarabhai Library
Faculty Publication
Non-fiction FP 331.761381 N6E6-2 (Browse shelf) 2 Available 167985
Books Vikram Sarabhai Library
Slot 1432 (2 Floor, West Wing) Non-fiction FP 331.761381 N6E6-3 (Browse shelf) 3 Available 167986
Books Vikram Sarabhai Library
Slot 593 (0 Floor, West Wing) Non-fiction 331.761381 N6E6-4 (Browse shelf) 4 Available 167987
Books Vikram Sarabhai Library
Slot 1432 (2 Floor, West Wing) Non-fiction 331.761381 N6E6-5 (Browse shelf) 5 Available 167988

Includes bibliographical references and index.

This one-of-its-kind book presents the lived experience of call centre agents, and the perspectives of managers and trade unionists regarding employee experiences in the international call centres in Mumbai and Bangalore in India. It highlights how employee identity is invoked to gain employee commitment, for realizing organizational goals and ensuring competitive advantage. While professional identity is associated with a host of privileges, it not only results in agents justifying and complying with organizational requirements and absorbing job-related strain, but also precludes their engagement with collectivist endeavours aimed at representing and protecting their interests, causing the nascent trade union movement in this sector to reinvent itself. This book is unique in being based on empirical research and its multiple sources of data, in its use of qualitative methods, and in its focus on multiple thematic areas such as identity, control, collectivization and professionalism. It includes a detailed study of the dynamics of a subtle psychology that is at work in the Indian call centres regarding the notions associated with the term professional. Providing new and holistic insights gained via rigorous academic research, this book will serve as an important resource of information for teachers and researchers in the fields of organizational behaviour, labour studies, industrial sociology, industrial psychology and human-technology interface. It will also hold the interest of occupational health specialists, trade unionists, and corporate organizations. (Source: www.uk.sagepub.com)

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