The Next Available Operator: Managing Human Resources in Indian Business Process Outsourcing Industry
| PUBLISHER | Sage Publications Pvt. Ltd (08/14/2018) |
| PRODUCT TYPE | Paperback (Paperback) |
Description
India, often referred to as the 'electronic housekeeper of the world', is home to the largest number of offshored call centres. This makes it very important to understand how BPO providers in India manage their human resources. The key message from recent empirical studies on Indian call centres/BPO is that human resources are at once the greatest strength and the greatest challenge confronting this new industry. Many of these studies are, however, based more on polemics and managerial rhetoric as opposed to the systematic empirical investigation of the employment relationship.
This first-of-its-kind compilation intends to fill this vital gap by advancing evidence-based understandings of the issues, challenges and strategies confronting human resource management (HRM) in the Indian call centre/BPO sector. It features empirical research and conceptual advances, presented by well-known academics, researchers and practitioners from around the world and captures the voices of key stakeholders. Apart from presenting a front-line picture of employment relations and HRM in India, this book also provides the stakeholders' perspectives by focusing on the motives, strategic opportunities and constraints confronting management practitioners, trade unions and employees. The Next Available Operator: Managing Human Resources in Indian Business Process Outsourcing Industry also investigates the similarities and differences between Indian call centres and those located in the United States, United Kingdom, Canada and Australia.
This volume is a must read for management practitioners, students and academics who seek a comprehensive understanding of HRM in Indian call centres.
This first-of-its-kind compilation intends to fill this vital gap by advancing evidence-based understandings of the issues, challenges and strategies confronting human resource management (HRM) in the Indian call centre/BPO sector. It features empirical research and conceptual advances, presented by well-known academics, researchers and practitioners from around the world and captures the voices of key stakeholders. Apart from presenting a front-line picture of employment relations and HRM in India, this book also provides the stakeholders' perspectives by focusing on the motives, strategic opportunities and constraints confronting management practitioners, trade unions and employees. The Next Available Operator: Managing Human Resources in Indian Business Process Outsourcing Industry also investigates the similarities and differences between Indian call centres and those located in the United States, United Kingdom, Canada and Australia.
This volume is a must read for management practitioners, students and academics who seek a comprehensive understanding of HRM in Indian call centres.
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Product Format
Product Details
ISBN-13:
9788178299327
ISBN-10:
8178299321
Binding:
Paperback or Softback (Trade Paperback (Us))
Content Language:
English
More Product Details
Page Count:
340
Carton Quantity:
22
Product Dimensions:
6.08 x 0.77 x 8.57 inches
Weight:
0.93 pound(s)
Feature Codes:
Bibliography,
Index,
Table of Contents,
Illustrated
Country of Origin:
IN
Subject Information
BISAC Categories
Business & Economics | Human Resources & Personnel Management
Business & Economics | Management - General
Dewey Decimal:
658.3
Library of Congress Control Number:
2008050968
Descriptions, Reviews, Etc.
publisher marketing
India, often referred to as the 'electronic housekeeper of the world', is home to the largest number of offshored call centres. This makes it very important to understand how BPO providers in India manage their human resources. The key message from recent empirical studies on Indian call centres/BPO is that human resources are at once the greatest strength and the greatest challenge confronting this new industry. Many of these studies are, however, based more on polemics and managerial rhetoric as opposed to the systematic empirical investigation of the employment relationship.
This first-of-its-kind compilation intends to fill this vital gap by advancing evidence-based understandings of the issues, challenges and strategies confronting human resource management (HRM) in the Indian call centre/BPO sector. It features empirical research and conceptual advances, presented by well-known academics, researchers and practitioners from around the world and captures the voices of key stakeholders. Apart from presenting a front-line picture of employment relations and HRM in India, this book also provides the stakeholders' perspectives by focusing on the motives, strategic opportunities and constraints confronting management practitioners, trade unions and employees. The Next Available Operator: Managing Human Resources in Indian Business Process Outsourcing Industry also investigates the similarities and differences between Indian call centres and those located in the United States, United Kingdom, Canada and Australia.
This volume is a must read for management practitioners, students and academics who seek a comprehensive understanding of HRM in Indian call centres.
This first-of-its-kind compilation intends to fill this vital gap by advancing evidence-based understandings of the issues, challenges and strategies confronting human resource management (HRM) in the Indian call centre/BPO sector. It features empirical research and conceptual advances, presented by well-known academics, researchers and practitioners from around the world and captures the voices of key stakeholders. Apart from presenting a front-line picture of employment relations and HRM in India, this book also provides the stakeholders' perspectives by focusing on the motives, strategic opportunities and constraints confronting management practitioners, trade unions and employees. The Next Available Operator: Managing Human Resources in Indian Business Process Outsourcing Industry also investigates the similarities and differences between Indian call centres and those located in the United States, United Kingdom, Canada and Australia.
This volume is a must read for management practitioners, students and academics who seek a comprehensive understanding of HRM in Indian call centres.
Show More
Editor:
Russell, Bob
God has blessed Bob Russell with a life much different than one he could have ever imagined. As a young man growing up in northern Pennsylvania, Bob had intended on becoming a high school basketball coach in his hometown. During his senior year of high school, however, Bob realized a desire in his heart to enter the ministry. Soon thereafter, he enrolled in Cincinnati Bible Seminary where he graduated in 1965.
At just twenty-two years of age, Bob became the pastor of Southeast Christian Church in Louisville, Kentucky. Today that small congregation of 120 members has become one of the largest churches in America, with 18,000 people attending the four worship services every weekend.
Bob and his wife Judy have been married for forty years. They have two married sons who live in Louisville and are active at Southeast, and six grandchildren with whom they enjoy spending their time.
An accomplished author, Bob has written over one-dozen books. He also has a weekly column in "The Lookout", a magazine printed by Standard Publishing. A highly respected speaker, Bob is heard weekly on the Living Word, a nationally syndicated radio program. In his leisure time he enjoys playing golf and is an avid University of Louisville basketball fan.
Bob Russell's gift of humor and insight, along with his unyielding commitment to honesty and integrity, will inspire the hearts of those who listen to consider Biblical truths as they relate to life in contemporary culture.
At just twenty-two years of age, Bob became the pastor of Southeast Christian Church in Louisville, Kentucky. Today that small congregation of 120 members has become one of the largest churches in America, with 18,000 people attending the four worship services every weekend.
Bob and his wife Judy have been married for forty years. They have two married sons who live in Louisville and are active at Southeast, and six grandchildren with whom they enjoy spending their time.
An accomplished author, Bob has written over one-dozen books. He also has a weekly column in "The Lookout", a magazine printed by Standard Publishing. A highly respected speaker, Bob is heard weekly on the Living Word, a nationally syndicated radio program. In his leisure time he enjoys playing golf and is an avid University of Louisville basketball fan.
Bob Russell's gift of humor and insight, along with his unyielding commitment to honesty and integrity, will inspire the hearts of those who listen to consider Biblical truths as they relate to life in contemporary culture.
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Editor:
Thite, Mohan
Mohan Thite is an associate professor at Griffith Business School, Griffith University, Brisbane, Australia. He has more than 25 years experience as an HR professional, both in industry and in academia. He is the Editor-in-Chief of South Asian Journal of HRM (SAJHRM), published from Sage. He is a fellow of the Australian Human Resources Institute. He has been teaching HRIS for several years. His research & publications cover a broad range of management areas, including strategic HRM & knowledge management, e-HRM/HRIS, HR in Indian BPO, multinationals from emerging economies, HRM in Asia, global mobility of talent and global services offshoring. He has published 3 books & over 50 book chapters and articles in international journals such as Human Resource Management (USA), Work, Employment, and Society, the International Journal of HRM, and the International Journal of Project Management.
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