2,249
Views
120
CrossRef citations to date
0
Altmetric
Original Articles

HRM systems of Indian call centres: an exploratory study

Pages 881-897 | Published online: 17 Feb 2007

Keep up to date with the latest research on this topic with citation updates for this article.

Read on this site (25)

Samina Quratulain, Abdul Karim Khan, Jonathan R. Crawshaw, Ghulam Ali Arain & Imran Hameed. (2018) A study of employee affective organizational commitment and retention in Pakistan: the roles of psychological contract breach and norms of reciprocity. The International Journal of Human Resource Management 29:17, pages 2552-2579.
Read now
Matteo Pedrini. (2018) Exploring the effect of gender diversity in MFIs during turbulent periods. The International Journal of Human Resource Management 29:16, pages 2455-2481.
Read now
Ashutosh Muduli, Sunita Verma & Saroj K. Datta. (2016) High Performance Work System in India: Examining the Role of Employee Engagement. Journal of Asia-Pacific Business 17:2, pages 130-150.
Read now
Aminu Mamman & Yudi Somantri. (2014) What role do HR practitioners play in developing countries: an exploratory study in an Indonesian organization undergoing major transformation. The International Journal of Human Resource Management 25:11, pages 1567-1591.
Read now
Upasna A. Agarwal & Shivganesh Bhargava. (2014) The role of social exchange on work outcomes: a study of Indian managers. The International Journal of Human Resource Management 25:10, pages 1484-1504.
Read now
Vasanthi Srinivasan & Rajesh Chandwani. (2014) HRM innovations in rapid growth contexts: the healthcare sector in India. The International Journal of Human Resource Management 25:10, pages 1505-1525.
Read now
Diya Das, Anup Nandialath & Ramesh Mohan. (2013) Feeling unsure: quit or stay? Uncovering heterogeneity in employees' intention to leave in Indian call centers. The International Journal of Human Resource Management 24:1, pages 15-34.
Read now
Phil Taylor, Premilla D'Cruz, Ernesto Noronha & Dora Scholarios. (2013) The experience of work in India's domestic call centre industry. The International Journal of Human Resource Management 24:2, pages 436-452.
Read now
Premilla D'Cruz & Ernesto Noronha. (2012) Cornered by conning: agents' experiences of closure of a call centre in India. The International Journal of Human Resource Management 23:5, pages 1019-1039.
Read now
Harish Jain, Pawan Budhwar, Arup Varma & C. S. Venkata Ratnam. (2012) Human resource management in the new economy in India. The International Journal of Human Resource Management 23:5, pages 887-891.
Read now
Santoshi Sengupta & Aayushi Gupta. (2012) Exploring the dimensions of attrition in Indian BPOs. The International Journal of Human Resource Management 23:6, pages 1259-1288.
Read now
PETER ROSS & YUNUS ALI. (2011) ANTECEDENTS OF EMPLOYEE LOYALTY IN AN EMERGING ECONOMY: THE MALAYSIAN MULTIMEDIA SUPER CORRIDOR. Labour and Industry 22:1-2, pages 25-51.
Read now
Sanghamitra Sanyal & P. K. Sett. (2011) Managing human resources in dynamic environments to create value: role of HR options. The International Journal of Human Resource Management 22:9, pages 1918-1941.
Read now
Sanghamitra Sanyal & P.K. Sett. (2011) Applying real options theory to HRM: an empirical study of IT software firms in India. The International Journal of Human Resource Management 22:1, pages 72-102.
Read now
Thomas Lange, Gail Pacheco & Vijay Kumar Shrotryia. (2010) Culture, industrialisation and multiple domains of employees' job satisfaction: a case for HR strategy redesign in India. The International Journal of Human Resource Management 21:13, pages 2438-2451.
Read now
Priyanko Guchait & Seonghee Cho. (2010) The impact of human resource management practices on intention to leave of employees in the service industry in India: the mediating role of organizational commitment. The International Journal of Human Resource Management 21:8, pages 1228-1247.
Read now
Sumita Ketkar & P.K. Sett. (2010) Environmental dynamism, human resource flexibility, and firm performance: analysis of a multi-level causal model. The International Journal of Human Resource Management 21:8, pages 1173-1206.
Read now
Mohan Thite. (2010) All that Glitters is not Gold: Employee Retention in Offshored Indian Information Technology Enabled Services. Journal of Organizational Computing and Electronic Commerce 20:1, pages 7-22.
Read now
Sumita Ketkar & P.K. Sett. (2009) HR flexibility and firm performance: analysis of a multi-level causal model. The International Journal of Human Resource Management 20:5, pages 1009-1038.
Read now
Jossy Mathew & Emmanuel Ogbonna. (2009) Organisational culture and commitment: a study of an Indian software organisation. The International Journal of Human Resource Management 20:3, pages 654-675.
Read now
Mohan Thite, Vasanthi Srinivasan, Michael Harvey & Reimara Valk. (2009) Expatriates of host-country origin: ‘coming home to test the waters’. The International Journal of Human Resource Management 20:2, pages 269-285.
Read now
Neeru Malhotra, Pawan Budhwar & Peter Prowse. (2007) Linking rewards to commitment: an empirical investigation of four UK call centres. The International Journal of Human Resource Management 18:12, pages 2095-2128.
Read now

Articles from other publishers (95)

Alfred Presbitero, Mendiola Teng‐Calleja & Ma. Regina M. Hechanova. (2021) Managing human resources in information technology and business process offshoring firms operating in Asia: a literature review toward theoretically and contextually grounded research. Asia Pacific Journal of Human Resources 61:3, pages 668-693.
Crossref
Xiwei Zhang & Xiaoyan Liang. (2022) How does the power dynamics in the information technology outsourcing supply chain influence supplier's talent retention: a multiple case study. Personnel Review 52:4, pages 1146-1168.
Crossref
Arlinda Kotorri Dushi. (2023) Transnational Business Services, Cultural Transformation/Identity, and Employee Performance: With Special Focus on Migration Experience and Emigration Plan. Open Cultural Studies 7:1.
Crossref
Felicito Angeles Jabutay, Sasithorn Suwandee & Jerwin Angeles Jabutay. (2022) Testing the stress‐strain‐outcome model in Philippines‐based call centers. Journal of Asia Business Studies 17:2, pages 404-423.
Crossref
Aušrinė Šilenskytė, Marko Kohtamäki & Charles Dhanaraj. (2022) Strategy implementation in the transnational MNC: A critical realist investigation of European and Indian unit collaboration. Journal of Business Research 152, pages 276-289.
Crossref
Ashish Malik, Pawan Budhwar & Kiran Kandade. (2022) Nursing excellence: A knowledge-based view of developing a healthcare workforce. Journal of Business Research 144, pages 472-483.
Crossref
Upasna A. Agarwal & Ashish Pandey. 2022. Indigenous Indian Management. Indigenous Indian Management 199 230 .
Subash Chandra PattnaikRashmita Sahoo. (2019) High-performance Work Practices, Affective Commitment of Employees and Organizational Performance: A Multi-level Modelling Using 2-1-2 Mediation Analysis. Global Business Review 22:6, pages 1594-1609.
Crossref
Ashish Malik, Pawan Budhwar, Charmi Patel & Benjamin Laker. (2021) Holistic indigenous and atomistic modernity: Analyzing performance management in two Indian emerging market multinational corporations . Human Resource Management 60:5, pages 803-823.
Crossref
Nishant Jain, Abhinav Tomar & Prasanta K. Jana. (2020) A novel scheme for employee churn problem using multi-attribute decision making approach and machine learning. Journal of Intelligent Information Systems 56:2, pages 279-302.
Crossref
Sushanta K. Mishra & Shrihari S. Sohani. (2020) Convergence divergence thesis through sectoral lens: A study of India and China. Human Resource Management Review 30:4, pages 100750.
Crossref
Ashish Malik, Pawan Budhwar & N. R. Srikanth. 2020. Human & Technological Resource Management (HTRM): New Insights into Revolution 4.0. Human & Technological Resource Management (HTRM): New Insights into Revolution 4.0 75 88 .
Prabhjot Kaur, Keshav Malhotra & Sanjeev K. Sharma. (2020) Moderation-mediation framework connecting internal branding, affective commitment, employee engagement and job satisfaction: an empirical study of BPO employees in Indian context. Asia-Pacific Journal of Business Administration 12:3/4, pages 327-348.
Crossref
Subash Chandra PattnaikRashmita Sahoo. (2018) Human Resource Practices as Predictors of Organizational Performance: A Structural Equation Modeling Approach. Global Business Review 21:4, pages 1087-1112.
Crossref
Poonam Chawla. (2020) Impact of Employer Branding on Employee Engagement in BPO Sector in India With the Mediating Effect of Person-Organisation Fit. International Journal of Human Capital and Information Technology Professionals 11:3, pages 59-73.
Crossref
Subhash C. Kundu, Archana Mor & Neha Gahlawat. (2020) Strategic human resource management and employees' intention to leave: testing the moderated mediation. International Journal of Productivity and Performance Management 70:4, pages 834-858.
Crossref
Poonam Chawla. (2019) Impact of employer branding on employee engagement in business process outsourcing (BPO) sector in India: mediating effect of person–organization fit. Industrial and Commercial Training 52:1, pages 35-49.
Crossref
Kelitha Cherian & T.J. Kamalanabhan. (2019) Organizational and Talent attributes of the Indian IT industry. Employee Relations: The International Journal 41:5, pages 876-897.
Crossref
Muhammad Ali Asadullah, Jean Marie Peretti, Walid Derbel & Sarra Rajhi. (2019) Ownership-based asymmetries in training evaluation practices of call centres. Industrial and Commercial Training 51:1, pages 13-23.
Crossref
Shubhi Gupta & Govind Swaroop Pathak. (2018) Virtual team experiences in an emerging economy: a qualitative study. Journal of Organizational Change Management 31:4, pages 778-794.
Crossref
Subramaniam Ananthram, Matthew J. Xerri, Stephen T.T. Teo & Julia Connell. (2018) High-performance work systems and employee outcomes in Indian call centres: a mediation approach. Personnel Review 47:4, pages 931-950.
Crossref
Uttara JangbahadurVandna Sharma. (2017) Measuring Employee Development. Global Business Review 19:2, pages 455-476.
Crossref
Subramaniam Ananthram, Stephen TT Teo, Julia Connell & Adelle Bish. (2018) Control and involvement HR practices in Indian call centres: still searching for answers. Asia Pacific Journal of Human Resources 56:2, pages 196-215.
Crossref
Nazia Zabin MemonBiswajit Satpathy. (2017) Antecedents and Consequences of Organizational Commitment: A Gender Study in the IT-BPM Sector of India. Management and Labour Studies 42:4, pages 306-315.
Crossref
Mohan Pyari Maharjan & Tomoki Sekiguchi. (2017) Human resource management practices of Japanese companies in India: dealing with the transfer-adaptation dichotomy. Journal of Asia Business Studies 11:3, pages 323-341.
Crossref
Tuheena MukherjeeKanika T. Bhal. (2017) Do They Always Have Wounded Selves: Moderating Impact of Job-worth on Burnout and Self-worth of Indian Call Centre Employees. South Asian Journal of Human Resources Management 4:1, pages 1-20.
Crossref
Chandrima Roy, Dora Scholarios & Phil Taylor. 2017. Critical Perspectives on Work and Employment in Globalizing India. Critical Perspectives on Work and Employment in Globalizing India 57 80 .
Vijay Pereira, Ashish Malik & Kajal Sharma. (2016) Colliding Employer-Employee Perspectives of Employee Turnover: Evidence from a Born-Global Industry. Thunderbird International Business Review 58:6, pages 601-615.
Crossref
Ajay Singh, Gangaram Singh & James R. Beatty. (2016) Adoption and correlates of Western concepts of high performance work system in the IT industry in India. International Journal of Organizational Analysis 24:4, pages 550-572.
Crossref
Ritesh Chugh, Santoso Wibowo & Srimannarayana Grandhi. (2016) Environmentally sustainable Information and Communication Technology usage: awareness and practices of Indian Information and Communication Technology professionals. Journal of Cleaner Production 131, pages 435-446.
Crossref
Seeta Gupta & A. Uday Bhaskar. (2016) Doing business in India: cross-cultural issues in managing human resources. Cross Cultural & Strategic Management 23:1, pages 184-204.
Crossref
Mohinder Chand Dhiman & Amit Kumar. 2016. Project Management. Project Management 2323 2340 .
Pratima Verma, Siddharth Mohapatra & Jan Löwstedt. (2014) Ethics Training in the Indian IT Sector: Formal, Informal or Both?. Journal of Business Ethics 133:1, pages 73-93.
Crossref
Harshal Hayatnagarkar, Meghendra Singh, Suman Kumar, Mayuri Duggirala & Vivek Balaraman. 2016. Theory, Methodology, Tools and Applications for Modeling and Simulation of Complex Systems. Theory, Methodology, Tools and Applications for Modeling and Simulation of Complex Systems 378 388 .
Milind Padalkar & Saji Gopinath. (2015) Do Indian management practices drive global research agenda?. Journal of Indian Business Research 7:2, pages 108-139.
Crossref
Ashutosh Muduli. (2015) High performance work system, HRD climate and organisational performance: an empirical study. European Journal of Training and Development 39:3, pages 239-257.
Crossref
Mohinder Chand Dhiman & Amit Kumar. 2015. International Tourism and Hospitality in the Digital Age. International Tourism and Hospitality in the Digital Age 259 275 .
Ze Wang, Aaron D. Arndt, Surendra N. Singh & Monica Biernat. 2015. Proceedings of the 2008 Academy of Marketing Science (AMS) Annual Conference. Proceedings of the 2008 Academy of Marketing Science (AMS) Annual Conference 71 75 .
Netra Neelam, Sonali Bhattacharya, Vinita Sinha & Deepa Tanksale. (2015) Organizational Culture as a Determinant of Organizational Commitment: What Drives IT Employees in India?. Global Business and Organizational Excellence 34:2, pages 62-74.
Crossref
Chandra Sekhar Patro. (2014) A Study on the Impact of Employee Retention Policies on Organisation Productivity in Private Sector. International Journal of Asian Business and Information Management 5:3, pages 48-63.
Crossref
Phil Taylor, Premilla D'Cruz, Ernesto Noronha & Dora Scholarios. (2014) ‘From boom to where?’: the impact of crisis on work and employment in Indian BPO. New Technology, Work and Employment 29:2, pages 105-123.
Crossref
Richa Chaudhary, Santosh Rangnekar & Mukesh Kumar Barua. (2014) Organizational Climate, Climate Strength and Work Engagement. Procedia - Social and Behavioral Sciences 133, pages 291-303.
Crossref
Happy Paul & Pooja Garg. (2014) Healing HRM through Positive Psychology: An Outlook. Procedia - Social and Behavioral Sciences 133, pages 141-150.
Crossref
Tuheena Mukherjee & Saurabh Maheshwari. (2014) The positive side of call centers: an Indian perspective. South Asian Journal of Global Business Research 3:1, pages 36-53.
Crossref
Vijay Pereira & Rita Fontinha. 2014. Global Talent Management. Global Talent Management 183 196 .
Blake E. Ashforth, Mahendra Joshi, Vikas Anand & Anne M. O'Leary-Kelly. (2013) Extending the expanded model of organizational identification to occupations. Journal of Applied Social Psychology 43:12, pages 2426-2448.
Crossref
Santoshi Sengupta & Santosh Dev. (2013) What makes employees stay?. Strategic Outsourcing: An International Journal 6:3, pages 258-276.
Crossref
Stephen Deery, Vandana Nath & Janet Walsh. (2013) Why do off-shored Indian call centre workers want to leave their jobs?. New Technology, Work and Employment 28:3, pages 212-226.
Crossref
Wolfgang Messner. (2013) Effect of organizational culture on employee commitment in the Indian IT services sourcing industry. Journal of Indian Business Research 5:2, pages 76-100.
Crossref
Sweta Raian-Rankin & Mark Tomlinson. 2013. Expanding the Boundaries of Work-Family Research. Expanding the Boundaries of Work-Family Research 32 50 .
Brian Nicholson & Aini Aman. (2012) Managing attrition in offshore finance and accounting outsourcing. Strategic Outsourcing: An International Journal 5:3, pages 232-247.
Crossref
Al James & Bhaskar Vira. (2012) Labour geographies of India’s new service economy. Journal of Economic Geography 12:4, pages 841-875.
Crossref
Premilla D’Cruz & Ernesto Noronha. (2011) High commitment management practices re-examined: The case of Indian call centres. Economic and Industrial Democracy 33:2, pages 185-205.
Crossref
Vijay Pereira & Valerie Anderson. (2012) A longitudinal examination of HRM in a human resources offshoring (HRO) organization operating from India. Journal of World Business 47:2, pages 223-231.
Crossref
Jossy Mathew, Emmanuel Ogbonna & Lloyd C. Harris. (2012) Culture, employee work outcomes and performance: An empirical analysis of Indian software firms. Journal of World Business 47:2, pages 194-203.
Crossref
Mehmet Demirbag, Kamel Mellahi, Sunil Sahadev & Joel Elliston. (2012) Employee service abandonment in offshore operations: A case study of a US multinational in India. Journal of World Business 47:2, pages 178-185.
Crossref
Narendra M. Agrawal, Naresh Khatri & R. Srinivasan. (2012) Managing growth: Human resource management challenges facing the Indian software industry. Journal of World Business 47:2, pages 159-166.
Crossref
Bhaskar Vira & Al James. (2012) Building Cross-Sector Careers in India's New Service Economy? Tracking Former Call Centre Agents in the National Capital Region. Development and Change 43:2, pages 449-479.
Crossref
Anjanee Sethi & Shyamli Rathore. 2012. New Media Communication Skills for Engineers and IT Professionals. New Media Communication Skills for Engineers and IT Professionals 204 222 .
Bharat VagadiaBharat Vagadia. 2012. Strategic Outsourcing. Strategic Outsourcing 21 26 .
Vandana Nath. (2011) Aesthetic and emotional labour through stigma: national identity management and racial abuse in offshored Indian call centres. Work, Employment and Society 25:4, pages 709-725.
Crossref
Santoshi Sengupta. (2011) An exploratory study on job and demographic attributes affecting employee satisfaction in the Indian BPO industry. Strategic Outsourcing: An International Journal 4:3, pages 248-273.
Crossref
Sumi Jha. (2011) Influence of psychological empowerment on affective, normative and continuance commitment. Journal of Indian Business Research 3:4, pages 263-282.
Crossref
Vathsala Wickramasinghe & Mayura Jayaweera. (2010) Impact of career plateau and supervisory support on career satisfaction. Career Development International 15:6, pages 544-561.
Crossref
Kirstie Ball. (2010) Data protection in the outsourced call centre: an exploratory case study. Human Resource Management Journal 20:3, pages 294-310.
Crossref
Al James & Bhaskar Vira. (2010) ‘Unionising’ the new spaces of the new economy? Alternative labour organising in India’s IT Enabled Services–Business Process Outsourcing industry. Geoforum 41:3, pages 364-376.
Crossref
Pawan Budhwar & Arup Varma. (2010) Guest editors' introduction: Emerging patterns of HRM in the new Indian economic environment. Human Resource Management 49:3, pages 345-351.
Crossref
Sushanta Kumar Mishra & Deepti Bhatnagar. (2010) Linking emotional dissonance and organizational identification to turnover intention and emotional well-being: A study of medical representatives in India. Human Resource Management 49:3, pages 401-419.
Crossref
Stephen A. Stumpf, Jonathan P. Doh & Walter G. TymonJrJr. (2010) The strength of HR practices in India and their effects on employee career success, performance, and potential. Human Resource Management 49:3, pages 353-375.
Crossref
Sandeep K. Krishnan & Manjari Singh. (2010) Outcomes of intention to quit of Indian IT professionals. Human Resource Management 49:3, pages 421-437.
Crossref
Gwendolyn M. Combs, Rachel Clapp-Smith & Sucheta Nadkarni. (2010) Managing BPO service workers in India: Examining hope on performance outcomes. Human Resource Management 49:3, pages 457-476.
Crossref
Dirk Holtbrügge, Carina B. Friedmann & Jonas F. Puck. (2010) Recruitment and retention in foreign firms in India: A resource-based view. Human Resource Management 49:3, pages 439-455.
Crossref
Mohan Thite & Bob Russell. (2010) The next available agent: work organisation in Indian call centres. New Technology, Work and Employment 25:1, pages 2-18.
Crossref
Vathsala Wickramasinghe & Saman Kumara. (2010) Work‐related attitudes of employees in the emerging ITES‐BPO sector of Sri Lanka. Strategic Outsourcing: An International Journal 3:1, pages 20-32.
Crossref
Pallavi Srivastava & Jyotsna Bhatnagar. (2010) Employer Brand for Talent Acquisition: An Exploration towards its Measurement. Vision: The Journal of Business Perspective 14:1-2, pages 25-34.
Crossref
Phil Taylor, Premilla D’Cruz, Ernesto Noronha & Dora Scholarios. 2010. Work and Life in the Global Economy. Work and Life in the Global Economy 99 123 .
Vathsala Wickramasinghe. (2009) Predictors of job satisfaction among IT graduates in offshore outsourced IT firms. Personnel Review 38:4, pages 413-431.
Crossref
Pawan Budhwar & Yaw A. Debrah. (2008) Future research on human resource management systems in Asia. Asia Pacific Journal of Management 26:2, pages 197-218.
Crossref
Vathsala Wickramasinghe & Saman Kumara. (2009) Differential effects of competency due to BPO and KPO industry differences in ITES sector in Sri Lanka. Career Development International 14:2, pages 169-185.
Crossref
Phil Taylor, Premilla D'Cruz, Ernesto Noronha & Dora Scholarios. (2009) Indian call centres and business process outsourcing: a study in union formation. New Technology, Work and Employment 24:1, pages 19-42.
Crossref
Aminu MammanNabil BaydounBolanle Adeoye. (2009) Transferability of Management Innovation to Africa. Global Business Review 10:1, pages 1-31.
Crossref
. 2009. Working with India. Working with India 95 114 .
Pawan Budhwar. 2008. The Routledge Companion to Strategic Human Resource Management. The Routledge Companion to Strategic Human Resource Management 435 448 .
Bob RussellMohan Thite. (2008) The next division of labour: work skills in Australian and Indian call centres. Work, Employment and Society 22:4, pages 615-634.
Crossref
Debi S. Saini & Pawan S. Budhwar. (2008) Managing the human resource in Indian SMEs: The role of indigenous realities. Journal of World Business 43:4, pages 417-434.
Crossref
Bob Russell. (2008) Call centres: A decade of research. International Journal of Management Reviews 10:3, pages 195-219.
Crossref
Phil Taylor & Peter Bain. (2008) United by a Common Language? Trade Union Responses in the UK and India to Call Centre Offshoring. Antipode 40:1, pages 131-154.
Crossref
Mary Mathew & Harish C. Jain. 2008. The Global Diffusion of Human Resource Practices: Institutional and Cultural Limits. The Global Diffusion of Human Resource Practices: Institutional and Cultural Limits 267 297 .
S. Raghu Raman, Pawan Budhwar & G. Balasubramanian. (2007) People management issues in Indian KPOs. Employee Relations 29:6, pages 696-710.
Crossref
Jossy Mathew. (2007) The relationship of organisational culture with productivity and quality. Employee Relations 29:6, pages 677-695.
Crossref
Soumendu Biswas & Arup Varma. (2007) Psychological climate and individual performance in India: test of a mediated model. Employee Relations 29:6, pages 664-676.
Crossref
Ingmar Björkman & Pawan Budhwar. (2007) When in Rome …?. Employee Relations 29:6, pages 595-610.
Crossref
Edwina Pio. (2007) HRM and Indian epistemologies: A review and avenues for future research. Human Resource Management Review 17:3, pages 319-335.
Crossref
Krishnamurthy Prabhakar. (2009) Social Forecasting: Evolving a Model for Indian Business Process Outsourcing Industry. SSRN Electronic Journal.
Crossref
Prabhakar Krishnamurthy. (2011) Social Forecasting: Evolving a Model for Indian Business Process Outsourcing Industry. SSRN Electronic Journal.
Crossref

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.