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The next available operator : managing human resources in Indian business process outsourcing industry / edited by Mohan Thite and Bob Russell.

Contributor(s): Thite, Mohan | Russell, Bob, 1950-.
Material type: TextTextPublisher: New Delhi, India : Response Books ; 2009Distributor: Thousand Oaks, Calif. : Sage Publications Description: xiii, 316 pages : illustrations ; 22 cm.Content type: text Media type: unmediated Carrier type: volumeISBN: 9788178299327 (PB); 8178299321 (PB).Subject(s): Call centers -- India -- Personnel management | Human capital -- India -- Management | Call centers -- Personnel management -- Cross-cultural studies | Human capital -- Management -- Cross-cultural studiesAdditional physical formats: Online version:: Next available operator.DDC classification: 658.8/72 LOC classification: HE8789.I4 | N49 2009
Contents:
Introduction / Mohan Thite and Bob Russell -- An overview of the Indian contact centre industry / Catriona Wallace -- Human resource management in Indian call centres/business process outsourcing / Mohan Thite and Bob Russell -- Work processes and emerging problems in Indian call centres / Pawan Budhwar, Neeru Malhotra and Virender Singh -- Transnationalism in Indian call centres / Kiran Mirchandani -- A practitioner's perspective on the Indian info-services industry / Nandita Gurjar -- Union formation in Indian call centres / Phil Taylor [and others] -- Outsourcing careers : western theories in an Indian context / Laurie Cohen, Amal El-Sawad and John Arnold -- Employment systems in call centres in the United States and India / Rosemary Batt, Virginia Doellgast and Hyunji Kwon -- Managing work and employment in Australian and Indian call centres / Bob Russell and Mohan Thite -- Strategic human resource management in outsourced call centres in India and Canada / Wendy Carroll and Terry Wagar.
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Book University of Texas At Tyler
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HE8789 .I4 N49 2009 (Browse shelf) Available 0000001971217

Includes bibliographical references and index.

Introduction / Mohan Thite and Bob Russell -- An overview of the Indian contact centre industry / Catriona Wallace -- Human resource management in Indian call centres/business process outsourcing / Mohan Thite and Bob Russell -- Work processes and emerging problems in Indian call centres / Pawan Budhwar, Neeru Malhotra and Virender Singh -- Transnationalism in Indian call centres / Kiran Mirchandani -- A practitioner's perspective on the Indian info-services industry / Nandita Gurjar -- Union formation in Indian call centres / Phil Taylor [and others] -- Outsourcing careers : western theories in an Indian context / Laurie Cohen, Amal El-Sawad and John Arnold -- Employment systems in call centres in the United States and India / Rosemary Batt, Virginia Doellgast and Hyunji Kwon -- Managing work and employment in Australian and Indian call centres / Bob Russell and Mohan Thite -- Strategic human resource management in outsourced call centres in India and Canada / Wendy Carroll and Terry Wagar.

Author notes provided by Syndetics

Mohan Thite is Senior Lecturer at Griffith Business School, Griffith University, Brisbane, Australia. <br> Bob Russell is Associate Professor at Griffith Business School, Griffith University, Brisbane, Australia.

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