-
3
-
-
84993095379
-
The viability of alternative call centre production models
-
4
-
Batt, Rosemary and Lisa Moynihan. "The Viability of Alternative Call Centre Production Models." Human Resource Management Journal 12 (4-2002): 14-34.
-
(2002)
Human Resource Management Journal
, vol.12
, pp. 14-34
-
-
Batt, R.1
Moynihan, L.2
-
4
-
-
33747047346
-
Wake up big boys, service unavailable, BPO ads are hot
-
21 February 〈economictimes.indiatimes.com/articleshow/10263662.cms?headline=Wake~up~.. 〈 (Accessed on February 21, 2005)
-
Bhatnagar, Akshay. "Wake Up Big Boys, Service Unavailable, BPO Ads Are Hot." Economic Times (21 February 2005). 〈economictimes.indiatimes.com/articleshow/10263662.cms?headline=Wake~up~... 〉 (Accessed on February 21, 2005).
-
(2005)
Economic Times
-
-
Bhatnagar, A.1
-
5
-
-
33747080593
-
Transfer of HRM to MNC affiliates in Asia-Pacific
-
Pawan Budhwar, ed. London: Routledge
-
Bjorkman, Ingmar. "Transfer of HRM to MNC Affiliates in Asia-Pacific." In Pawan Budhwar, ed. Managing Human Resources in Asia-Pacific. London: Routledge, 2004, pp. 253-67.
-
(2004)
Managing Human Resources in Asia-Pacific
, pp. 253-267
-
-
Bjorkman, I.1
-
6
-
-
0003575934
-
-
Brewster, Chris and Ariane Hegewisch, eds. London and New York: Routledge
-
Brewster, Chris and Ariane Hegewisch, eds. Policy and Practice in European Human Resource Management. London and New York: Routledge, 1994,
-
(1994)
Policy and Practice in European Human Resource Management
-
-
-
7
-
-
84909635581
-
-
Brewster, Chris, Wolfgang Mayrhofer, and Michael Morley, eds. Amsterdam: Elsevier
-
Brewster, Chris, Wolfgang Mayrhofer, and Michael Morley, eds. Human Resource Management in Europe: Evidence of Convergence? Amsterdam: Elsevier, 2004.
-
(2004)
Human Resource Management in Europe: Evidence of Convergence?
-
-
-
9
-
-
0010732628
-
Comparative human resource management in Britain and India: An empirical study
-
August
-
_ and Naresh Khatri. "Comparative Human Resource Management in Britain and India: An Empirical Study." International Journal of Human Resource Management 12 (August 2001): 800-26.
-
(2001)
International Journal of Human Resource Management
, vol.12
, pp. 800-826
-
-
Khatri, N.1
-
10
-
-
0141569467
-
Strategic HRM through the cultural looking glass: Mapping cognitions of British and Indian HRM managers
-
4
-
Budhwar, Pawan and Paul Sparrow. "Strategic HRM through the Cultural Looking Glass: Mapping Cognitions of British and Indian HRM Managers." Organization Studies 23 (4 - 2002): 599-638.
-
(2002)
Organization Studies
, vol.23
, pp. 599-638
-
-
Budhwar, P.1
Sparrow, P.2
-
11
-
-
0001396223
-
Evaluating levels of strategic integration and devolvement of human resource management in India
-
August
-
_. "Evaluating Levels of Strategic Integration and Devolvement of Human Resource Management in India." International Journal of Human Resource Management 8 (August 1997): 476-94.
-
(1997)
International Journal of Human Resource Management
, vol.8
, pp. 476-494
-
-
-
12
-
-
33747080045
-
HR department in call centres has its hands full
-
June 16
-
Business Line. "HR Department in Call Centres Has Its Hands Full." (June 16, 2003): 18-19.
-
(2003)
Business Line
, pp. 18-19
-
-
-
14
-
-
18244378497
-
The offshoring craze: What to think about before you jump
-
March
-
Cacanas, Zoe. "The Offshoring Craze: What to Think About Before You Jump." Human Resources Management International Digest 13 (March 2005): 36-38.
-
(2005)
Human Resources Management International Digest
, vol.13
, pp. 36-38
-
-
Cacanas, Z.1
-
15
-
-
0036522397
-
We recruit attitude: The selection and shaping of routine call centre labour
-
March
-
Callaghan, George and Paul Thompson. "We Recruit Attitude: The Selection and Shaping of Routine Call Centre Labour." Journal of Management Studies 39 (March 2002): 233-54.
-
(2002)
Journal of Management Studies
, vol.39
, pp. 233-254
-
-
Callaghan, G.1
Thompson, P.2
-
16
-
-
35548929333
-
Spreading the benefits of BPO growth
-
April 5, 2(X)5. (Accessed on April 5, 2005)
-
Chanda, Rupa. "Spreading the Benefits of BPO Growth." Financial Express (April 5, 2(X)5). 〈www.financialexpress.com/fe_full_story.php?content_id=87026?headline=spre. ..〉 (Accessed on April 5, 2005).
-
Financial Express
-
-
Chanda, R.1
-
17
-
-
33750114285
-
House keepers to the world
-
November
-
Chengappa. Raj and Malani Goyal. "House Keepers to the World." India Today (November 2002): 36-48.
-
(2002)
India Today
, pp. 36-48
-
-
Raj, C.1
Goyal, M.2
-
18
-
-
33747077685
-
Offshoring goes complex, but it pays
-
12 January 〈economictimes.indiatimes.com/articleshow/988808.crns〈 (Accessed on January 25, 2005)
-
Christopher. Eelna. "Offshoring Goes Complex, but It Pays." The Economic Times Online (12 January 2005). 〈economictimes.indiatimes.com/articleshow/988808.crns〉 (Accessed on January 25, 2005).
-
(2005)
The Economic Times Online
-
-
Eelna, C.1
-
19
-
-
0010392794
-
Complementarity or competition: The development of human resources in a growth triangle
-
April
-
Debrah, Yaw. Ian McGovern. and Pawan Budhwar. "Complementarity or Competition: The Development of Human Resources in a Growth Triangle." International Journal of Human Resource Management 11 (April 2000) 314-35.
-
(2000)
International Journal of Human Resource Management
, vol.11
, pp. 314-335
-
-
Debrah, Y.1
McGovern, I.2
Budhwar, P.3
-
20
-
-
33747033983
-
India's shinning hopes: A survey of india
-
February 21
-
The Economist. "India's Shinning Hopes: A Survey of India." (February 21, 2004): 3-20.
-
(2004)
The Economist
, pp. 3-20
-
-
-
21
-
-
33747077531
-
IT-enabled services - Last man in
-
Business India Intelligence May
-
The Economist Intelligence Unit Limited. "IT-Enabled Services - Last Man In." Business India Intelligence (May 2002): 7-8.
-
(2002)
The Economist Intelligence Unit Limite
, pp. 7-8
-
-
-
22
-
-
0003562643
-
-
Ithaca, NY: Cornell University Press
-
Frenkel, Stephen, Marek Korczynski, Karen Shire, and May Tam. On the Front Line: Organization of Work in the Information Economy. Ithaca, NY: Cornell University Press, 1999.
-
(1999)
On the front Line: Organization of Work in the Information Economy
-
-
Frenkel, S.1
Korczynski, M.2
Shire, K.3
Tam, M.4
-
23
-
-
33748438208
-
Are BPOs the new age sweatshops'?
-
May 12, 〈economictimes.indiatimes.com/articleshow/1106977.cms?headline=Are~BPOs... 〉 (Accessed on May 12, 2005)
-
George, Susan. "Are BPOs the New Age Sweatshops'?" Economic Times (May 12, 2005). 〈economictimes.indiatimes.com/articleshow/1106977.cms?headline=Are~BPOs... 〉 (Accessed on May 12, 2005).
-
(2005)
Economic Times
-
-
George, S.1
-
24
-
-
0013173471
-
Influences at work: A 25-year program of research
-
December
-
Heller, Frank A. "Influences at Work: A 25-Year Program of Research." Human Relations 51 (December 1998): 1425-51.
-
(1998)
Human Relations
, vol.51
, pp. 1425-1451
-
-
Heller, F.A.1
-
25
-
-
33747072121
-
UK firms save 10mn pounds for every 1000 ot't'shored jobs
-
January 25
-
The Hindu. "UK Firms Save 10mn Pounds for Every 1000 Ot't'shored Jobs." (January 25, 2005): 2.
-
(2005)
The Hindu
, pp. 2
-
-
-
26
-
-
85016378423
-
Tensions and variations in call centre management strategies
-
Stephen Deery and Nicholas Kinnie, eds. London: Palgrave Macmillan
-
Houlihan. Maeve. "Tensions and Variations in Call Centre Management Strategies." In Stephen Deery and Nicholas Kinnie, eds. Call Centres and Human Resource Management: A Cross-National Perspective. London: Palgrave Macmillan, 2002, pp. 75-101.
-
(2002)
Call Centres and Human Resource Management: A Cross-national Perspective
, pp. 75-101
-
-
Maeve, H.1
-
28
-
-
0142240803
-
Culture and performance improvement
-
August
-
Kanungo, Rahindra and Manuel Mendonca. "Culture and Performance Improvement." Productivity 35 (August 1994): 447-53.
-
(1994)
Productivity
, vol.35
, pp. 447-453
-
-
Kanungo, R.1
Mendonca, M.2
-
29
-
-
0011250823
-
India's emerging competitive advantage in services
-
2
-
Kapur, Devesh and Ravi Ramamurti. "India's Emerging Competitive Advantage in Services." Academy of Management Executive 15(2- 2001): 20-33.
-
(2001)
Academy of Management Executive
, vol.15
, pp. 20-33
-
-
Kapur, D.1
Ramamurti, R.2
-
31
-
-
33747057214
-
India set for flood of jobs from the west
-
April 12
-
Merrell. Caroline. "India Set for Flood of Jobs from the West. " The Times (April 12. 2003): 48-49.
-
(2003)
The Times
, pp. 48-49
-
-
Caroline, M.1
-
32
-
-
33747080330
-
-
〈sify.com/finance/fullstory.php?id= 13866657?headline=BPO~job~potential~sta〉 (Accessed on August 6, 2005)
-
NASSCOM. "BPO Job Potential Stays High: NASSCOM." (2005a). 〈sify.com/finance/fullstory.php?id= 13866657?headline=BPO~job~potential~sta〉 (Accessed on August 6, 2005).
-
(2005)
BPO Job Potential Stays High: NASSCOM
-
-
-
33
-
-
33747043939
-
-
〈nasscom.org/artdisplay.asp?Art_id=2781〉 (2005b) (Accessed on May 24, 2005)
-
_. 〈nasscom.org/artdisplay.asp?Art_id=2781〉 (2005b) (Accessed on May 24, 2005).
-
-
-
-
35
-
-
84950128349
-
Sun, survey can't deter the call of duty
-
July 29
-
Pande, Bhanu "Sun, Survey Can't Deter the Call of Duty." Economic Times Online (July 29, 2005).
-
(2005)
Economic Times Online
-
-
Pande, B.1
-
36
-
-
33747072954
-
-
〈economictimes.indiatimes.com/articleshow/msid-1185174,prtpage-1. cms〉 (Accessed on May 8, 2005)
-
〈economictimes.indiatimes.com/articleshow/msid-1185174,prtpage-1. cms〉 (Accessed on May 8, 2005).
-
-
-
-
37
-
-
33646718856
-
The Art of outsourcing
-
Eastern Edition June 8
-
Prahalad, Chetan K. "The Art of Outsourcing." Wall Street Journal, Eastern Edition (June 8, 2005): A14.
-
(2005)
Wall Street Journal
-
-
Prahalad, C.K.1
-
38
-
-
33747059938
-
The global back office: Beyond the hype
-
January
-
Punch, Linda. "The Global Back Office: Beyond the Hype." Credit Card Management 16 (January 2004): 26-34.
-
(2004)
Credit Card Management
, vol.16
, pp. 26-34
-
-
Punch, L.1
-
39
-
-
33646896582
-
Business Process Outsourcing (BPO): Emerging scenario and strategic options for IT-enabled services
-
January-March
-
Ramchandran, Kumar and Sudhir Voleti. "Business Process Outsourcing (BPO): Emerging Scenario and Strategic Options for IT-enabled Services." Vikalpa 29 (January-March 2004): 49-62.
-
(2004)
Vikalpa
, vol.29
, pp. 49-62
-
-
Ramchandran, K.1
Voleti, S.2
-
40
-
-
84919530726
-
BPO, ITES sectors to hot up in 2005, says NASSCOM Report
-
March 9
-
Ravichandaran, Ram. "BPO, ITES Sectors to Hot Up in 2005, Says NASSCOM Report." Financial Express (March 9, 2005): 2.
-
(2005)
Financial Express
, pp. 2
-
-
Ravichandaran, R.1
-
41
-
-
33747063105
-
Being there: Serving your U.S. customers from afar
-
February
-
Read, Barry B. "Being There: Serving Your U.S. Customers from Afar." Call Centre Magazine 14 (February 2001): 85-92.
-
(2001)
Call Centre Magazine
, vol.14
, pp. 85-92
-
-
Read, B.B.1
-
42
-
-
33747044463
-
-
〈us.rediff.com/money/2005/apr/23bpo.htm〉 (Accessed on July 1, 2005)
-
Rediff.com "What Indian BPO Industry Needs." (2005a). 〈us.rediff.com/money/2005/apr/23bpo.htm〉 (Accessed on July 1, 2005).
-
(2005)
What Indian BPO Industry Needs
-
-
-
43
-
-
33748435292
-
-
〈us.rediff.com/money/2005/jan/24bpo.htm?head line=BPO:~1000~jobs=~£10~... 〉 (Accessed on January 25, 2005)
-
_. "1000 Jobs Offshored = 10mn Saved!" (2005b). 〈us.rediff.com/money/2005/jan/24bpo.htm?head line=BPO:~1000~jobs=~£10~... 〉 (Accessed on January 25, 2005).
-
(2005)
1000 Jobs Offshored = 10mn Saved!
-
-
-
44
-
-
12944271836
-
Satisfaction and dimensions of control among call centre customer service representatives
-
January
-
Rose, Ed and Gillian Wright. "Satisfaction and Dimensions of Control among Call Centre Customer Service Representatives." International Journal of Human Resource Management 16 (January 2005): 136-60.
-
(2005)
International Journal of Human Resource Management
, vol.16
, pp. 136-160
-
-
Rose, E.1
Wright, G.2
-
45
-
-
84909171911
-
Human resource management in India
-
Pawan Budhwar, ed. London: Routledge
-
Saini, Debi and Pawan Budhwar. "Human Resource Management in India." In Pawan Budhwar, ed. Managing Human Resources in Asia-Pacific. London: Routledge, 2004, pp. 113-39.
-
(2004)
Managing Human Resources in Asia-Pacific
, pp. 113-139
-
-
Saini, D.1
Budhwar, P.2
-
46
-
-
33747031225
-
Are Indian BPOs losing their cutting edge?
-
March 22
-
Sangameshwaran, Prashad and Amit R. Rai. "Are Indian BPOs Losing Their Cutting Edge?" Business Standard (March 22, 2005): 1.
-
(2005)
Business Standard
, pp. 1
-
-
Sangameshwaran, P.1
Rai, A.R.2
-
48
-
-
0010718203
-
The culture context of Indian managers
-
April
-
Sharma, Inderjit. "The Culture Context of Indian Managers." Management and Labour Studies 9 (April 1984): 72-80.
-
(1984)
Management and Labour Studies
, vol.9
, pp. 72-80
-
-
Sharma, I.1
-
49
-
-
33747082731
-
The economics of Indian call center model
-
May
-
Shastri, Ranjit. "The Economics of Indian Call Center Model." Customer Interaction Solutions 23 (May 2004): 58-61.
-
(2004)
Customer Interaction Solutions
, vol.23
, pp. 58-61
-
-
Shastri, R.1
-
50
-
-
33747051823
-
-
March 〈headlines.sify.com/news/fullstory.php?id=13704363&headline= Women~can~n...〉 (Accessed on March 19, 2005)
-
Sifynews. "Women Can Now Work Late Night Shifts." (March 2005). 〈headlines.sify.com/news/fullstory.php?id=13704363&headline= Women~can~n...〉 (Accessed on March 19, 2005).
-
(2005)
Women Can Now Work Late Night Shifts
-
-
-
51
-
-
70349610105
-
Circa 2010: KPO v/s BPO, KPO wins
-
March 11, 〈economictimes.indiatimes.corn/articleshow/1057153.cms?headline=Move~over.. .〉 (Accessed on March 21, 2005)
-
Singh, Harsimran. "Circa 2010: KPO v/s BPO, KPO Wins." Economic Times (March 11, 2005a). 〈economictimes.indiatimes.corn/articleshow/1057153.cms?headline=Move~over.. .〉 (Accessed on March 21, 2005).
-
(2005)
Economic Times
-
-
Singh, H.1
-
52
-
-
33748421732
-
Is the BPO iceberg melting under attrition heat?
-
February 10, 〈economictimes.indiatimes.com/articleshow/1036152.cms?headline= BPO~attrition...〉 (Accessed on April 11, 2005)
-
_. "Is the BPO Iceberg Melting Under Attrition Heat?" Economic Times (February 10, 2005b). 〈economictimes.indiatimes.com/articleshow/1036152.cms?headline= BPO~attrition...〉 (Accessed on April 11, 2005).
-
(2005)
Economic Times
-
-
-
53
-
-
0031229541
-
Competition and change: Mapping the Indian HRM recipe against world wide patterns
-
Autumn
-
Sparrow. Paul R. und Pawan Budhwar, "Competition and Change: Mapping the Indian HRM Recipe against World Wide Patterns." Journal of World Business 32 (Autumn 1997): 224-42.
-
(1997)
Journal of World Business
, vol.32
, pp. 224-242
-
-
Sparrow, P.R.1
Budhwar, P.2
-
54
-
-
30044448640
-
India calling to the far away towns: The call centre labour process and globalization
-
2
-
Taylor, Phil and Peter Bain. "India Calling to the Far Away Towns: The Call Centre Labour Process and Globalization." Work, Employment and Society 19(2- 2005): 261-82.
-
(2005)
Work, Employment and Society
, vol.19
, pp. 261-282
-
-
Taylor, P.1
Bain, P.2
-
55
-
-
0000253971
-
An assembly line in the head: The call centre labour process
-
June
-
_."An Assembly Line in the Head: The Call Centre Labour Process." Industrial Relations Journal 30 (June 1999): 101-17.
-
(1999)
Industrial Relations Journal
, vol.30
, pp. 101-117
-
-
-
56
-
-
0002488188
-
Economic liberalization and the transformation of industrial relations policies in India
-
Anil Verma, Thomas Kochan. and Russel Lansbury, eds. London: Routledge
-
Venkata Ratnam, Chander S. "Economic Liberalization and the Transformation of Industrial Relations Policies in India." In Anil Verma, Thomas Kochan. and Russel Lansbury, eds. Employment Relations in the Growing Asian Economies. London: Routledge, 1995, pp. 248-314.
-
(1995)
Employment Relations in the Growing Asian Economies
, pp. 248-314
-
-
Venkata Ratnam, C.S.1
-
57
-
-
33748439766
-
-
April Accessed on May 8, 2003
-
Walletwatch. "Call Centre Attrition Puts HR Managers to Test." (April 2003). 〈www.samachar.com/bi//fullstory.html〉 (Accessed on May 8, 2003).
-
(2003)
Call Centre Attrition Puts HR Managers to Test
-
-
-
58
-
-
1842788646
-
Empowerment: Theory and practice
-
1
-
Wilkinson, Adrian. "Empowerment: Theory and Practice." Personnel Review 27 (1 - 1998): 40-56.
-
(1998)
Personnel Review
, vol.27
, pp. 40-56
-
-
Wilkinson, A.1
-
59
-
-
0742324322
-
When conscientiousness isn't enough: Emotional exhaustion and performance among call center customer service representatives
-
February
-
Witt, L.A., Martha C. Andrews, and Dawn S. Carlson. "When Conscientiousness Isn't Enough: Emotional Exhaustion and Performance among Call Center Customer Service Representatives." Journal of Management 30 (February 2004): 149-60.
-
(2004)
Journal of Management
, vol.30
, pp. 149-160
-
-
Witt, L.A.1
Andrews, M.C.2
Carlson, D.S.3
|