Employee Identity in Indian Call Centres

Employee Identity in Indian Call Centres

The Notion of Professionalism

eBook - 2009
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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
ISBN: 9788132102595
Characteristics: 1 online resource (xiii, 184 pages)
Additional Contributors: D'Cruz, Premilla


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