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2009, Routledge research on gender in Asia series, ISBN 9780415482288, Volume 1, xvi, 210
This book examines the concept of globalised identities and the way in which agency is exercised over identity construction by women working in India’s... 
Call centers | Women employees | Women | Labour Economics | India (studies of) | Asian Culture & Society | South Asian Studies | Development Economics | Political & Economic Anthropology | Gender Studies | Gender Inequality | Women's Studies | Asian Studies
Book
2006, Routledge Studies in Business Organizations and Networks, ISBN 0203003004, xv, 205
Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in... 
Call centers | Telecommunication | International Business | Service Industries
Book
2010, ISBN 0804769141, xii, 191
"Relatively high wages and the opportunity to be part of an upscale, globalized work environment draw many in India to the call center industry. At the same... 
Call centers | Women | Employment | Night work | Employees | Women employees | Social conditions
Book
03/2012, Routledge Studies in Business Organizations and Networks Ser., ISBN 9780415511483
Web Resource
The International Journal of Human Resource Management, ISSN 0958-5192, 01/2013, Volume 24, Issue 2, pp. 436 - 452
Research on Indian call centres has focused almost exclusively on international-facing operations, at the expense of its domestic sub-sector, which is driven... 
labour process | work intensity | work organisation | Indian call centres | call centres | India | MANAGEMENT | LABOR PROCESS | Surveys | Call centers | Business services | Work experience | Human resource management | Consultants
Journal Article
Anthropology of Work Review, ISSN 0883-024X, 07/2016, Volume 37, Issue 1, pp. 34 - 43
In this article, I draw on ethnographic research with deportees in the Dominican Republic who work in call centers that serve U.S. businesses, exploring the... 
Dominican Republic | deportation | transnational labor | Caribbean | call centers | Call centers | Deportation | Outsourcing | Ethnography | Anthropology | Migrant workers
Journal Article
The International Journal of Human Resource Management, ISSN 0958-5192, 01/2013, Volume 24, Issue 2, p. 436
  Research on Indian call centres has focused almost exclusively on international-facing operations, at the expense of its domestic sub-sector, which is driven... 
Call centers | Studies | Working hours | Management theory
Journal Article
Journal of Services Marketing, ISSN 0887-6045, 07/2009, Volume 23, Issue 5, pp. 351 - 362
Purpose - Increasing turnover of frontline staff in call centres is detrimental to the delivery of quality service to customers. This paper aims to present the... 
Employees | Internal marketing | Employee turnover | Call centres | Human resource management | India | QUALITY | MANAGEMENT | WORK ORGANIZATION | CUSTOMER SERVICE | PERFORMANCE | BUSINESS | SATISFACTION | Call centers | Job stress | Analysis | Work environment | Job satisfaction | Customer relations | Studies | Quality of service | Market research | Business process reengineering
Journal Article
GLQ: A Journal of Lesbian and Gay Studies, ISSN 1064-2684, 2016, Volume 22, Issue 3, pp. 381 - 408
Journal Article
2009, Routledge research on gender in Asia series, ISBN 9780415482288, Volume 1
Web Resource
2009, Routledge research on gender in Asia series, ISBN 9780415482288, Volume 1
Web Resource
Dialectical Anthropology, ISSN 0304-4092, 9/2018, Volume 42, Issue 3, pp. 293 - 308
In recent years, the US government has intensified the deportation of undocumented Mexican migrants, some of them with long life trajectories in the USA. With... 
Call centers | Deportation | Social Sciences | Anthropology | Mexico | Labor | Informational return | Homies | Cybertariat | Undocumented immigrants | Sociocultural factors | Labor migration | Income | Economic policy | Kinship networks | Digital broadcasting | Mass media effects | Migrants | Economic sectors | Work environment | Telephones | Transnationalism | Working conditions | Privilege | Business
Journal Article
2008, Analytical paper series / Statistics Canada, Service Industries Division, ISBN 9780662472070, Volume no. 053
Using an industry life cycle approach, this study examines the changing location of telephone call centres in Canada. Telephone call centres are establishments... 
Call centers | Commerce and Economics | Social Sciences | Telecommunications | Non-Depository Collections | Statistics
Government Document
Social & Cultural Geography, ISSN 1464-9365, 09/2012, Volume 13, Issue 6, pp. 551 - 566
Against a backdrop of declining manufacturing employment, this article uses a study of the call center industry to argue that English language proficiency is... 
centres d'appels | classe | intersectionnalité | intersectionality | geografía del trabajo | language | idioma | langue | Afrique du Sud | clase | Sudáfrica | labor geography | interseccionalidad | South Africa | call centers | class | géographie du travail | GENDER | LABOR | GEOGRAPHY
Journal Article
Urban Forum, ISSN 1015-3802, 03/2012, Volume 23, Issue 1, pp. 23 - 42
Over the past two decades, scholarship on call centres has grown with contributions from a range of disciplines including management science, urban studies,... 
South Africa | Call centres | Economic geography | BPO&O | Location | Call centers | Management science | Universities and colleges | Economic incentives | Johannesburg | Cape Town
Journal Article
World Englishes, ISSN 0883-2919, 08/2007, Volume 26, Issue 3, pp. 316 - 330
This is an ethnographic study of an agency which handles “accent training” for major call centres in Bangalore, South India. It investigates (1) the... 
English language learning | American English dialect | service encounter | English language (Modern) | British English dialect | India | phonology | Call centers | Outsourcing | Linguistics | Dialects | English language | Age differences
Journal Article
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