Employee Identity in Indian Call Centres
The Notion of ProfessionalismeBook - 2009
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.
Publisher: New Delhi, India : Response ; Thousand Oaks, Calif. : SAGE., 2009
Characteristics: 1 online resource (xiii, 184 pages)