referencesshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...anton, j 1996, call center...

34
REFERENCES

Upload: others

Post on 14-Oct-2020

0 views

Category:

Documents


0 download

TRANSCRIPT

Page 1: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

REFERENCES

Page 2: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xiii

6 REFERENCES

ACA 1998, 'Call Centre Hang-ups,' The Call Centre Agent Report:The Impact on

Profit and Productivity, July.

Adams J 1965, 'Inequity of Social Exchange', in L Berkowitz (Eds.), Advances in

Experimental Social Psychology, Academic Press, New York

Adkins, L 1995, Gendered Work: Sexuality, Family and Labour Market, University

Press, Buckingham.

Adler, P S 2003, Outsourcing: A Framework and the case of Human Resource

Management, University of Southern California

AFP 2004, ‗India‘s BPOs in trouble‘, The Age, 11 June, available:

http://www.theage.com.au/articles/2004/06/10/1086749833478.html [accessed 31

October 2008].

Alexander, J A, Bloom, J R & Nichols, B A 1994, 'Nursing Turnover and Hospital

Efficiency: An Organizational-level Analysis', Industrial Relations, Vol. 33, pp. 505-

520

Alvesson, M & Willmott, H 2002, 'Identity regulation as organizational control:

producing the appropriate individual', Journal of Management Studies, Vol. 39 No. 5,

pp. 619-44.

Amit R & Schoemaker PJH, 1993, ‗Strategic assets and organizational rent‘, Strategic

Management Journal 14, pp.33-46

Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa

Maria, CA.

Appay, B 1998, Economic concentration and the externalization of labour. Economic

and Industrial Democracy, 19(1), 161-184

Appelbaum, E & Batt, K 1994, The New American Workplace, Cornell University,

JLR Press, Ithaca, New York.

Applegate, L M & Montealegre, R 1991, Eastman Kodak: Managing Information

Systems Through Strategic Alliances, Harvard Business School, Boston, MA.

Arkin, A 1997, ‗Hold the Production Line‘, People Management, 3(3): 22–7.

Armstrong, M & Baron, A 2003, Strategic HRM: The Key To Improved Business

Performance, CIPD, p.xviii, London.

Armstrong, M 2001, A Handbook of Human resource Management Practice, Kogan

Page, London..

Page 3: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xiv

Arthur, J. 1994, 'Effects of human resource systems on manufacturing performance

and turnover,' Academy of Management Journal, 37: 670-687.

Arthur, M B & Rousseau, D M 1996, The boundaryless career: A new employment

principle for a new organizational era,Oxford University Press.

Arun, S & Arun, T 2002, ‗ICTs, Gender and Development: Women in Software

Production in Kerala,‘ Journal of International Development, 14 (1): 39–50.

Ashforth, B E & Humphrey, R H 1993, 'Emotional labour in service roles: the

influence of identity', Academy of Management Review, Vol. 18 No. 1, pp. 88-115

Aswathappa, K 2004, Human Resource and Personnel Management, Tata McGraw-

Hill Publishing Co. Ltd, New Delhi.

Atkinson, J S & Meager, N 1991, 'Changing working patterns: How companies

achieve flexibility to meet new needs,' In G. Esland (Ed.), Education, training and

employment, Addison-Wesley

Autor, D, Katz L F & Alan, B, Krueger 1998,'Computing Inequality: Have

Computers Changed the Labour Market?' Quarterly Journal of Economics, Vol.

CXIII, No.4, pp1170-1213.

Babu, R 2004, ‗Cyber Coolies in BPO: Insecurities and Vulnerabilities of Non-

Standard Work,‘ Economic and Political Weekly, 39 (5): 492–97.

Bailey, W, Masson, R & Raeside, R 2002, 'Outsourcing in Edinburgh and the

Lothians,' European Journal of Purchasing & Supply Management, 8, 83–95.

Bain, J S 1968, Industrial Organisation, 2nd ed.,Wiley, New York, NY.

Bain, P & Taylor, P 2000, 'Entrapped by the ‗electronic panopticon‘? Worker

resistance in the call centre,' New Technology, Work and Employment, 15, 2–18.

Bain, P & Taylor, P 2004, 'No passage to India? UK unions, globalisation and the

migration of call centre jobs', Work, Employment and Society Conference, 1-3

September, Manchester

Balaji, C 1984, Human Resource Management, Towards a Globally Competitive

India, New Delhi: Tata McGraw-Hill

Balaji, C.1985. 'Organizational commitment and human resource management: A

study of managers in cooperatives.' Unpublished Doctoral Dissertation, Indian

Institute of Management Ahmedabad.

Baliga, H 2005, 'Should Indian girls really take the sexual and racial abuse over phone

in call center jobs? Are these BPO or virtual brothels?', available at:

www.indiadaily.com/editorial/2937.asp (accessed 5 June).

Baral, R & Bhargava, S 2010, Work-family enrichment as a mediator between

organizational interventions for work-life balance and job outcomes, Journal of

Managerial Psychology, Vol. 25(3), pp. 274-300

Page 4: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xv

Barley, S R 1989, 'Careers, identities, and institutions: The legacy of the Chicago

School of sociology,' (pp 41-65), In M.Arthur, T.Hall and B.Lawrence (Eds.), The

handbook of career theory. Cambridge: Cambridge University Press.

Barnes, A 2004, 'Diaries, Dunnies and Discipline: Resistance and Accomodation to

Monitoring in Call Centres', Labour and Industry, (14:3), pp. 127-137

Barney J B 1991, 'Firm resources and sustained competitive advantage', Journal of

Management 17, pp. 99–120.

Barney, J B 1991,' Firm resources and sustained competitive advantage,' In: Journal

of Management, 17: 99-120.

Barney, J B 1995,'Looking inside for competitive advantage', Academy of

Management Executive, 9, pp.49-61.

Bartell, S M 1998, 'Information systems outsourcing: a literature review and agenda

for future research', International Journal of Organizational Theory and Behavior,

Vol. 1 No. 1,pp. 17-44.

Basu, I 2006, ‗India‘s call centers hit mid-life crisis‘, Asia Times, 14 July,

available:http://www.atimes.com/atimes/South_Asia/HG14Df02.html [accessed 31

October 2008].

Batt, R 1999, 'Work organization, technology and performance in customer service

and sales,' Industrial and Labor Relations Review, 52, 539–564.

Batt, R & Moynihan, L 2002, ' The viability of alternative call centre production

models,' Human Resource Management Journal, 12, 14–34.

Batt, R 2001, 'Explaining wage inequality in telecommunications services: customer

segmentation, human resource practices and union decline', Industrial and Labor

Relations Review, Vol. 54 No. 2A, pp. 425-48.

Batt, R 2002, 'Managing customer services: human resource practices, quit rates and

sales growth', Academy of Management Journal, Vol. 45 No. 3, pp. 587-97.

Batt, R, Colvin, A, Katz, H & Keefe, J 2004, 'Telecommunications 2004 Strategy, HR

practices & performance' Cornell-Rutgers Telecommunications Project, Center for

Advanced Human Resources Studies Working Paper Series, working paper 04 – 18,

Availabe at www.ilr.cornell.edu/CAHRS/.

Batt, R., Doellgast, V., Kwon, H. et al., 2005, 'The Indian call centre industry:

National benchmarking report strategy, HR practices, and performance', Center for

Advanced Human Resource Studies (CAHRS), Cornell University, Working paper

05-07

Baum, P, Watson, A, Mulvey, G, Taylor, P & Gall, G 2002, 'Taylorism, targets and

the pursuit of quantity and quality by call centre management', New Technology, Work

and Employment, Vol. 17 No. 3, pp. 170-85

Page 5: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xvi

Becker, H S 1960, 'Notes on the concept of commitment', American Journal of

Sociology, 66, pp.32-40

Beer et al. 1984, Managing Human Assets, New York: Free Press

Beer, M., Spector, B., Lawrence, P., Mills, D. and Walton, R 1985, 'Human Resources

Management: A General Managers Perspective', New York: The Free Press

Beirne, M, Riach, K & Wilson, F 2004, 'Controlling business? Agency and constraint

in call centre working,' New Technology, Work and Employment, 19(2), pp.96-109.

Belt, V 2002a, 'A female ghetto? Women‘s careers in call centres,' Human Resource

Management Journal, 12, 51–66.

Belt, V 2002b, Capitalising on femininity: gender and the utilisation of social skills in

telephone call centres. In Holtgrewe, U., Kerst, C. and Shire, K. (eds), Re-Organizing

Service Work: Call Centres in Germany and Britain. Aldershot, UK: Ashgate.

Belt, V, Richardson, N R & Webster, J 2000, 'Women, Social Skill and Interactive

Service work in Telephone Call Centres'. Paper for the Workshop Are Regimented

Forms of Work Organization Inevitable? Call Centres and the Change of Innovative

Work Organization of Service Work in Europe' University of Duisberg, December

Belt, V, Richardson, R & Webster, J 1999, ‗Smiling Down the Phone: Women‘s Work

in Telephone Call Centres‘, Workshop on Telephone Call Centres, London School of

Economics, March.

Belt, V, Richardson, R & Webster, J 2002, 'Women, social skill and interactive

service work in telephone call centres', New Technology, Work and Employment, Vol.

17 No. 1, pp. 20-34

Belt, V, Richardson, R and Webster, J 2000, 'Women, Social Skill and Interactive

Service work in Telephone Call Ontres'. Paper for the Workshop Are Regimented

Forms of Work Organization Inevitable? Call Centres and the Change of Innovative

Work Organization of Service Work in Europe' University of Duisberg, December.

Berry, L L 1983, 'Relationship marketing', in Shostack, G L and Upah, G (Eds),

Emerging Perspective of Service Marketing, PP 25-28. American Marketing

Association, Chicago, IL.

Bhatnagar J, 2007, Talent management strategy of employee engagement in Indian

ITES employees: key to retention, Employee Relations, Vol. 29 No. 6, pp. 640-663

Bhattacharya, S., Behara, R.S. and Gundersen, D.E. 2003, ―Business risk perspectives

on information systems outsourcing‖, International Journal of Accounting

Information Systems, Vol. 4, pp. 75-93.

Bjorkman, I 2004, Transfer of HRM to MNC Affiliates in Asia-Pacific, In Pawan

Budhwar, ed. Managing Human Resources in Asia-Pacific pp. 253-67, London:

Routledge.

Page 6: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xvii

Blanchard, N P & Thacker J W 2004, Effective Training - Systems, strategies and

practices, 2nd Edn, Pearson Education Inc p.10, New Jersey.

BMI, 2011a, India Information Technology Report, Q1 2011, Part of BMI‘s Industry

Report & Forecasts Series: Business Monitor International Ltd.

BMI, 2011b, India Information Technology Report, Q2 2011, Part of BMI‘s Industry

Report & Forecasts Series: Business Monitor International Ltd.

Bohlander, G and Snell, S 2004, Managing Human Resources, Thomson South-

Western Bangalore, India

Bordoloi, S K 2004, 'Agent recruitment planning in knowledge-intensive call centers',

Journal of Service Research 6 (4): pp. 309-323.

Bowen, D E & Lawler, E E 1992, 'The empowerment of service workers: what, why,

how, and when,' Sloan Management Review, Vol 33, pp. 31-39

Bradley, H, Erickson, M, Stephenson, C & Williams, S 2000, Myths at Work, Polity

Press, Cambridge.

Bragg, S M 1998, Outsourcing: A guide to Selecting the Correct Business Unit,

Negotiating the contract, maintaining control of the process, John Wiley & Sons Inc.,

Brannan, M J 2005, 'Once more with feeling:ethnographic reflections on the

mediation of tension in a small team of call centre workers,' Gender, Work &

Organization 12: 420-439

Bratton, J & Gold, J 1994, Human Resource Management Theory and Practice, The

Macmillan Press Ltd., London

Breaugh, J & Starke, M 2000, 'Research on employee recruitment: so many studies, so

many remaining questions', Journal of Management, Vol. 26 No. 3, pp. 405-34

Brewster, C 1993, 'Developing a European model for Human Resource Management',

The International Journal of Human Resource Management, 4(4), pp. 765-784

Brown, D & Wilson, S 2005, The Black Book of Outsourcing – How to Manage the

Changes, Challenges, and Opportunities, Wiley, Hoboken, pp 19-43, NJ.

Brown, R & Lisa, Stone, L 2005, 'Business Impact of the BPO Market in 2005,'

Research Note (December 2004): Gartner Research, Document G00123781

Bryce, DJ & Useem, MU 1998, 'The impact of corporate outsourcing on company

value', European Management Journal, Volume 16 No. 6, pp. 635-43

Budhwar, P & Khatri, N 2001, 'Comparative Human Resource Management in Britain

and India: An Empirical Study.' International Journal of Human Resource

Management 12 (August 2001): 800-26.

Page 7: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xviii

Budhwar, P 2001, 'Doing business in India', Thunderbird International Business

Review, 43(4), pp. 549-568.

Budhwar, P S, Luthar, H K & Bhatnagar, J 2006a, "The dynamics of HRM systems

in Indian BPO firms", Journal of Labour Research, Vol. 27 No. 3, pp. 339-60

Budhwar, P S, Varma, A, Singh, V & Dhar, R 2006b, 'HRM systems of Indian call

centres: an exploratory study', The International Journal of Human Resource

Management, Vol. 17, pp. 881-97.

Budhwar, P, Luthar, H K & Bhatnagar, J 2006, 'The dynamics of HRM systems in

Indian BPO firms', Journal of Labor Research, Vol. 27 No. 3, pp. 339-360.

Budhwar, P, Saini, D & Bhatnagar, J 2005, 'Women in Management in the New

Economic Environment:The Case of India', Asia Pacific Business Review, Vol. 11, No.

2,179-193

Budhwar, Pawan & Sparrow, P 2002, 'Strategic HRM through the Cultural Looking

Glass: Mapping Cognitions of British and Indian HRM Managers.' Organization

Studies 23 (4 – 2002): 599–638.

Budhwar, P & Sparrow, P 2002, 'Strategic HRM through the Cultural Looking Glass:

Mapping Cognitions of British and Indian HRM Managers.' Organization Studies 23

(4 – 2002): 599–638.

Burgess, J & J Connell 2004, ‗Emerging Developments in Call Centre Research‘,

Labour & Industry 14, 3, 1–13.

Business line 2005, ―Over 100 call centres exit biz in last three years:

NASSCOM.text‖, 5 August

Butler, D L 2004, Bottom-line Call Center Management, Butterworth-Heinemann,

Oxford.

Call Centre Association, 2000, 6th Annual Member Convention, Glasgow.

Callaghan, G & Thompson, P 2002, 'We recruit attitude: the selection and shaping of

routine call centre labour‘, Journal of Management Studies, 39.2: 233-254

Callaghan, P & Thompson, P 2001, Edward's Revisited: Technical Control and Call

Centres, Economic and Industrial Democracy, Vol. 22, No.1 , pp. 13-37.

CallcentersIndia 2005, ‗‗Outsourcing firms battle to retain their employees‘‘, 17

Februrary, available at: www.callcentersindia.com (accessed 12 February 2006).

callcentres.net 2003, 'The 2003 India Call Centre Industry Benchmark Study,' ACA

Research, Sydney

Campos, B N 2001, 'El outsourcing de los sistemas y tecnologías de información,' Un

estudio empírico aplicado a la Comunidad Gallega, Revista europea de dirección y

economía de la empresa, 10, 43– 56.

Page 8: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xix

Cappelli, P 1995, ‗Rethinking employment‘, British Journal of Industrial Relations,

33, 4, 563–602.

Cappelli, P 1997, Change at work. New York: Oxford University Press

Cappelli, P, Bassi, L, Katz, H, Knoke, D, Osterman, P, & Useem, M 1997, Change at

work, Oxford University Press, New York.

Carmel, E & Agarwal, R 2002, 'The Maturation of Offshore Sourcing of Information

Technology Work', MIS Quarterly Executive, 1,pp 65-79.

Carmel, E & Tija, P 2005, Offshoring Information Technology, Cambridge University

Press, Cambridge.

Chengappa, R & Goyal, M 2002, India Today, Housekeepers to the world, pp 36-48,

New Delhi.

Chhachhi, A 2006, ‗Eroding Citizenship: Gender, Labour, and Liberalisation in

India,’ in Truong, Thanh-Dam, Wieringa, Saskia and Chhachhi, Amrita (eds),

Engendering Human Security: Feminist Perspectives, Zed Books, pp. 234–36..

London.

Chiamsiri, S, Bulusu, S D & Agarwal, M 2005, 'Information Technology Offshore

Outsourcing in India: A Human Resources Management Perspective', Research and

Practice in Human Resource Management, 13(2), pp 105-114.

Chowdhry, S 2003, 'Bad Employment Practices Cause High Attrition Rates,' The

Economic Times, June 18, available at

(http://economictimes.indiatimes.com/cms.dll/xml/uncomp/articl...) (accessed on 18

June 2003).

Christopher, E 2005, 'Offshoring Goes Complex, but It Pays.' The Economic Times

Online (12 January 2005), available at

<economictimes.indiatimes.com/articleshow/988808.cms> (Accessed on January 25,

2005).

Clark, A, Georgellis, Y & Sanfey, P 1997, 'Job Satisfaction, Wage Changes and Quits:

Evidence from Germany', Research in Labor Economics, Vol. 17, pp. 95-121

Clements, S, Donnellan, M & Read, C. 2004, CFO Insights - Achieving high

performance through finance business process outsourcing, Wiley &

Sons:Chichester/West Sussex.

Click, R L & Duening, T N 2005, Business Process Outsourcing. The Competitive

Advantage, Wiley & Sons:Hobroken/New Jersey.

Coase, R 1937, 'The nature of the firm', Economica, Issue 4, November, pp. 386-405.

Connor, H & Pollard, E 1997, What do Graduates do Next? IES Report 343.

Coopers & Lybrand, 1996, Globalization in the New Millennium

Page 9: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xx

Corporate Leadership Council 2004, https://clc.executiveboard.com

Crome, M 1998, 'Call centres: battery farming or free range?', Industrial and

Commercial Training, Vol. 30 No. 2, pp. 137-41.

Crone, G, Carey, L & Dowling, P 2001, ‗Compensation Strategies in Telephone Call

Centres: An Australian Perspective‘, Conference Proceedings ‘Call Centres and

Beyond: The HRM Implications’ Kings College, University of London.

Currie, W & Willcocks, L P 1997, New Strategies in IT Outsourcing: Major Trends

and Global Best Practice-Report, Business Intelligence Ltd., London.

Czaja, R & Blair, J 1996, Designing Surveys: A Guide to Decisions and Procedures,

Pine Forge Press, Newbury Park, CA.

D‘Cruz, P & Noronha, E 2006, 'Reconciling Dichotomous Demands: Telemarketing

Agents in Bangalore and Mumbai', The Qualitative Report, Volume 12(2), June 2007

255-280

Datamonitor,1998, Call Centres in Europe: Sizing by Call Centres and Agent

Positions in 13 European Countries Datamonitor, 106 Baker Street, LondonW1M1LA

Datt, R & Sundharam, K P H 1999, Indian Economy, S. Chand & Company Ltd, N

Delhi.

Davies, P 2004, What’s This India Business? Offshoring, Outsourcing and the Global

Services Revolution, Nicholas Brearley Publishing, London.

D'cruz, P & Noronha, E 2008, 'Doing Emotional Labour: The Experiences of Indian

Call Centre Agents,' Global Business Review 2008; 9; 131.

Deb, T, 2009, Compensation Management: Text & Cases, Excel Books, New Delhi.

Debrah, Y, McGovern, I & Budhwar, P 2000, 'Complementarity or Competition: The

Development of Human Resources in a Growth Triangle,' International Journal of

Human Resource Management, 11 314–35.

Deery, S Iverson, R & Walsh, J 2002, 'Work relationships in telephone call

centres:understanding emotional exhaustion and employee withdrawal.', Journal of

Management Studies, Vol. 39 No. 4, pp. 471-96.

Deery, S & Kinnie, N 2002, 'Call centres and beyond: a thematic evaluation', Human

Resource Management Journal, Vol. 12 No. 4, pp. 3-13.

Deery, S & Kinnie, N 2004, ‗Introduction: The Nature and Management of Call

Centre Work‘ in S Deery and N Kinnie (eds), Call Centres and Human Resource

Management, Palgrave, New York.

Deery, S & Walsh, J 2001, ‗Contracting out and market-mediated employment

arrangements: Outsourcing call centre work‘, Conference Proceedings ‘Call Centres

and Beyond: The HRM Implications’ Kings College, University of London.

Page 10: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxi

Deery, S & Kinnie N 2004, ‗Introduction: The Nature and Management of Call Centre

Work‘ in S Deery and N Kinnie (eds), Call Centres and Human Resource

Management, Palgrave, New York.

Delery, J, & Doty, H 1996, 'Modes of theorizing in strategic human resource

management: Tests of universalistic, contingency, and configurational performance,'

Academy of Management Journal, 39: 802-835.

Demski, J & Sappington, D 1993, 'Sourcing with Unverifiable Performance

Information,' Journal of Accounting Research, 31n1(Spring 1993), pp 1-20.

Dess, G D & Shaw, J D 2001, 'Voluntary Turnover, Social Capital, and

Organizational Performance', Academy of Management Review, Vol. 26, No. 3, pp.

446-456.

Dessler 1978, Human Resource Management, Prentice Hall of India Pvt. Ltd. 7th edn,

New Delhi.

Dessler 2002, Human Resource Management, Prentice Hall of India Pvt. Ltd. 7th edn,

New Delhi.

Dittrich, J & Braun, M 2004, Business Process Outsourcing, Schäffer-Poeschel,

Stuttgart.

Dormann, C & Zijltra, F R H 2003, 'Call centers: high on technology, high on

emotions', European Journal of Work and Organizational Psychology, Vol. 12 No. 4,

pp. 305-10.

Droege, S B & Hoobler J 2003, 'Employee Turnover and Tacit Knowledge Diffusion:

A Network Perspective', Journal of Managerial Issues, Vol. 15, No. 1, pp. 50-59.

Drucker, P F 1950, The New Society, Harper & Row, New York, NY.

Duffy, M N 2001, 'Outsourcing a 401(K) plan', Journal of Accountancy, 191(5), pp

30–35.

Dyer, J H & Singh, H 1998, 'The Relational View: Cooperative Strategy and Sources

of Interorganizational Competitive Advantage.' Academy of Management Review 23

(October 1998): 660-79.

Easterby-Smith, M, Malina, D & Yuan, L 1995, 'How culture-sensitive is HRM? a

comparative analysis of practice in Chinese and UK companies', International Journal

of Human Resource Management, Vol. 6 No. 1, pp. 31-59.

Eby, L T, Casper, W J, Lockwood, A, Bordeaux, C & Brindley, A 2005, 'Work and

family research in IO/OB: content analysis and review of the literature (1980-2002)',

Journal of Vocational Behaviour, Vol. 66, pp. 124-97.

Page 11: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxii

Eby, L T, Freeman, D M, Rush, M C & Lance, C E 1999, 'Motivational bases of

affective organizational commitment: A partial test of an integrative theoretical

model', Journal of Occupational and Organisational Psychology, Vol.72, No.4, pp.

463-483.

Economic Times 2006, School of employability from Reliance NIS,

http://economictimes.indiatimes.com/articleshow/1758054.cms.

Elizabeth, S 2004, 'IT outsourcing: Current trends and future possibilities,' Available

at http://www.bcs.org/review04/articles/itservices/outsourcing.htm [2005, February

16th].

European Social Fund (2001), Quality in Work and Social Inclusion, Employment in

Europe 2001:Recent Trends and Prospects, European Social Fund

Evans, M K 2006, 'Getting 'Smart' About Outsourcing', ECT News Network, June

Evans, P 1984, 'On the importance of a generalist conception of human source

management: a cross-national look', Human Resource Management, Vol. 23, pp.347-

363.

Evetts, J 2003, 'The sociological analysis of professionalism: Occupational change in

the modern world,' International Sociology, 18, 395-415.

Farrell, D 2004, 'The Case for Globalization: The results of McKinsey’s latest study of

the pros and cons of emerging market foreign investment', The International Economy

[www. document] http://goliath.ecnext.com/coms2/ summary_0199-720309_ITM

(accessed 20th July 2006).

Feeny, D , Lacity, M & Willcocks, L P 2005, 'Taking the measure of outsourcing

providers', Sloan Management Review, Vol. 46 :.41-8.

Fernandez, R M & Sosa, M L 2005, 'Gendering the job: networks and recruitment at a

call center', American Journal of Sociology, 111: 859-904

Fernie, S & Metcaff, D 1998, Hanging on the Telephone: Payment Systems in the New

Sweatshops, Centre for Economic Performance, London School of Economics,

London.

Ferris, R G, Rosen, D S & Darold, T B 1995, The Handbook of Human Resource

Management, Blackwell Publishers, USA

Financial Executive 2005, Gartner Expects Boom in BPO Contracting, May, p. 10

Findlay, P, McKinlay, A, Marks, A & Thompson, P 2000, 'In search of perfect people:

teamwork and team players in the Scottish spirits industry', Human Relations, Vol. 53

No. 12, pp. 1549-71.

Folger, R & Konovsky, M A 1989, 'Effects of Procedural and Distributive Justice on

Reactions to Pay Raise Decisions,' Academy of Management Review, 32(1): 115-130.

Page 12: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxiii

Foreseth, U 2005, 'Gender matters? Exploring how gender is negotiated in service

encounters,' Gender, Work & Organization, 12: 440-459

Fournier,V 1999, 'The appeal to ―professionalism‖ as a disciplinary mechanism,' The

Sociological Review, 47, 280-307

Frenkel, S J, Tam, M, Korczynski, Marek, & Shire, K 1998, 'Beyond Bureaucracy?

Work organisation in call centres,' International Journal of Human Resource

Management. 9(6), 958-979

Frenkel, S, Korczynski, M, Shire, K. & Tam, M 1999, On the Front Line:

Organization of Work in the Information Economy, Cornell University Press, New

York.

Friedman, T L 2006, The World is Flat: The Globalised World in the Twenty-First

Century, Penguin, London.

Gabriel, Y 1999, 'Beyond happy families: A critical reevaluation of the control-

resistance-identity triangle,' Human Relations, 52, 179-203.

Gallon, M, Stillman, R, Harold, M, & Coates, D 1995, 'Putting core competency

thinking into practice', Research±Technology Management, pp. 20±28.

Gamble, R H 1995, 'Inside outsourcing,' Corporate Cashflow, 15(8): 2–14

Garavan, T N, Wilson, J, Cross, C, Carbery, R 2008, 'Mapping the context and

practice of training, development and HRD in European call centres', Journal of

European Industrial Training, Vol 32, 8/9, pp.612-728

Garson, B 1988, The Electronic Sweatshop: How Computers are Transforming the

Office of the Future into the Factory of the Past, Simon & Schuster, New York, NY.

Gartner 2003, The Economics of IT Services and Outsourcing in Europe, viewed on

March 18 2003, Gartner, Stamford, CT.

George, S 2005, 'Are BPOs the new age sweatshops?', The Economic Times, May 12.

Ghemawat, P 2000, 'The Indian software industry at the millennium', Harvard

Business Case, Harvard Business School, Case No. 9-700-036.

Ghodeswar, B and Vaidyanathan, J, 2008, Business process outsourcing: an approach

to gain access to world-class capabilities, Business Process Management Journal,

Vol. 14 No. 1, pp. 23-38

Ghosh, B., and Scott, J. E 2005, ―Interorganizational Knowledge Management in a

BPO,‖ Proceedings of the Eleventh Americas Conference on Information Systems,

Omaha,

Ghoshal, Sumantra and Peter Moran,1996, ―Bad for Practice: A Critique of the

Transaction Cost Theory.‖ Academy of Management Review 21 (January 1996): 13–

47

Page 13: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxiv

Gilley, K M & Rasheed, A 2000, 'Making more by doing less: analysis of outsourcing

and its effects on firm performance,' Journal of Management, 26,763–790.

Gilmore, A 2001, 'Call centre management: is service quality a priority?', Managing

Service Quality, Vol. 11 No. 3, pp. 153-9.

Gomez, M, Luis, R, Balkin, D B & Robert, L 2003, Managing Human Resources,

Pearson Education, p 305, Singapore.

Gonalgo, M D, Sackett, P & Evans, S 2005, 'Breaking outsourcing into manageable

phases' IEE Engineering Management, December/January, pp. 28-30.

Goodrick, E & Meindl, J.R. 1995, 'Evolutionary building: the ideological

transformation of the nursing profession', Paper presented at Academy Management

meetings, Vancouver, August

Gopal, A M T & Krishnan, M S 2002, 'The role of software processes and

communication in offshore software development', Communications of the ACM,

45(1), pp 193–200.

Gothoskar, S 2000, 'Teleworking and gender', Economic and Political Weekly, 24

June, pp 2293-2298.

Gottfredson, M, Puryear, R & Phillips, S 2005,'Strategic sourcing: from periphery to

core',Harvard Business Review, Vol. 83 No. 2, pp. 132-9.

Grant, R 2005, 'Offshoring Jobs: US and Australian debates', Parliamentary Library

Research Brief, 14 Mar 2005, Parliament of Australia, Canberra.

Greaver, M F II 1999, Strategic Outsourcing – A Structured Approach to Outsourcing

Decisions and Initiatives, AMACOM,New York, NY.pp. 3-34

Greenberg, J B & Baron,R (2002), Behaviour in Organisations, 9th edn, Pearson

Education Inc, New Delhi.

Grossman, S & Hart, O 1986, 'The cost and benefits of ownership: a theory of vertical

and lateral integration', Journal of Political Economy, Vol. 94, pp. 691-719.

Grover, S L & Crooker, K 1995, 'Who Appreciates Family-Response Human

Resource Policies: The Impact of Family-Friendly Policies on the Organizational

Attachment of Parents and Non-Parents,' Personnel Psychology, (48), 1995, pp. 271-

288.

Guest, D E 1987, ‗Human resource management and industrial relations‘, Journal of

Management Studies, 24(5): 503-21.

Guest, D 1987. 'Human resource management and industrial relations', Journal of

Management Studies, Vol. 24, no. 5, pp. 503-521

Page 14: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxv

Guest, D E 1997, 'Human resource management and performance: a review and

research agenda.' The International Journal of Human Resource Management, 8, 263-

276.

Guest, D E 1999, ‗Human Resource Management: The Workers‘ Verdict‘, Human

Resource Management Journal, 3(9): 5–25.

Guimaraes, T & Igbaria, M 1992,'Determinants of turnover intentions: comparing IC

and IS personnel‘, Information Systems Research, Vol. 3, pp. 273-303.

Hackman, J R & Oldham, G R 1976, 'Motivation through the design of work: Test of

a theory', Organisational Behavior and Human Performance, Vol. 16, pp. 250-279.

Halford, S., Savage, M. and Witz, A. 1997, Gender, Careers and Organizations .

London:Routledge.

Hall, D T, Briscoe, J P & Kram, K E 1997, 'Identities, values and learning in the

Protean Career,' In C. L. Cooper and S.E. Jackson (Eds.), Creating tomorrow’s

organizations.A handbook for future research in organizational behavior. Wiley

Halliden, B & Monks, K 2005, 'Employee centred management in a call centre',

Personnel Review, 34, pp. 370–383.

Hamel, G & Prahalad, C 1994, Competing for the Future, Harvard Business School

Publishing, Boston.

Handy, C 1994, The age of paradox, Harvard Business School Press

Harrigan, K.R., 1985,Vertical integration and corporate strategy. Academic Mgmnt

Journal, 28, 397–425.

Hart, C & Schlesinger, L 1991, 'Total quality management and the human resource

professional: applying the Baldrige framework to human resources', Human Resource

Management, Vol. 30 No. 4, pp. 433-54.

Heckscher, C 1995, White-collar blues. Management loyalties in an age of corporate

restructuring, BasicBooks.

Heery, E & Salmon, J 2000, The insecure workforce, Routledge

Heigel, C 1973, The Encyclopaedia of Management, Reinhold Publishing

Corporation, New York.

Henderson, J & Venkatraman, N 1990, 'Strategic alignment: a model for

organizational transformation via information technology', working paper, Sloan

School of Management, Massachusetts Institute of Technology, Cambridge, MA.

Herriot, P & Pemberton, C 1995, New deals, Wiley: Chichester.

Heskett, J L, Jones, T O, Loveman, G W, Sasser, W E Jr & Schlesinger, L A 2008,

'Putting the service-profit chain to work', Harvard Business Review, July-August, pp.

118-29.

Page 15: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxvi

(The) Hindu 2005, ―Indian quit call centers due to racial abuse‖, 29 May

Hochschild, A R 1983, The Managed Heart: Commercialization of Human Feeling

Berkeley, University of California Press

Hofstede, G 1980, Culture’s Consequences, International Differences in Work-related

Values, Sage, Beverly Hills, CA.

Holman, D J, Batt, R & Holtgrewe, U 2007, The Global Call Centre Report:

International Perspectives on Management and Employment: Report of the Global

Call Center Network, Institute of Work Psychology, Sheffield, available at:

www.ilr.cornell.edu/globalcallcenter/ upload/GCC-Intl-Rept-UK-Version.pdf

Holtgreve, U C, Kerst, C & Shire, K 2002, Reorganizing Service Work: Call Centres

in Germany and Britain, Ashgate, Burlington, VT.

Houlihan, M 2000, 'Eyes wide shut? Querying the depth of call centre learning,'

Journal of European Industrial Training, 24, 228–240.

Houlihan, M 2001, 'Managing to manage? Stories from the call centre floor', Journal

of European Industrial Training ,25(2/3/4): pp.208-220.

Houlihan, M 2002, 'Tensions and variations in call centre management strategies,'

Human Resource Management Journal, 12, 67–85

Houlihan, M 2004, 'Tensions and variations in call centre management strategies', in

Deery, S. and Kinnie, N. (Eds), Call Centres and Human Resource Management: A

Cross National Perspective, Palgrave Macmillan, Basingstoke, pp. 75-101.

HSE 1995, How to deal with SBS: Sick Building Syndrome – guidance for employers,

building owners and building managers,Health and Safety Executive Books, London.

Hunt, V 2006, 'Call Centres Get Women back to Work', New Zealand Herald

Huselid, M A, Becker, B E, & Beatty, R W 2004, The Workforce Scorecard:

Managing Human Capital to Execute Strategy, Harvard Business School, Boston.

Huselid, M, Jackson, S & Schuler, R 1997, ‗Technical and Strategic Human Resource

Management Effectiveness as Determinants of Firm Performance‘, Academy of

Management Journal, 40(1): 171–88.

Huselid, M. 1995, 'The impact of human resources management practices on turnover,

productivity, and corporate financial performance,' Academy of Management Journal,

38: 635-672.

Hussey, D & Jenster, P 2003, 'Outsourcing: the supplier viewpoint', Strategic Change,

Vol. 2 No. 1, pp. 7-20.

Hutchinson, S, Purcell, J & Kinnie, N 2001, ‗Evolving High Commitment

Management and the Experience of the RAC Call Centre‘, Human Resources

Management Journal 10, 1, 63–78.

Page 16: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxvii

Huws, U & Flecker, J 2004, ‗Asian Emergence:The World‘s Back Office‘, Report no.

409, Institute of Employment Studies, Brighton.

Ichniowski, C & Shaw, K 2003, 'Beyond incentive pay: Insiders‘ estimates of

the value of complementary human resource management practices,' Journal of

Economic Perspectives, 17, 155-180.

IDS 1997, 'Pay and conditions in call centres' report 739/June, Income Data Services,

193 St John Street, EC1V 4LS London.

Iles, P A, Forster, A & Tinline, G 1996, 'The changing relationship between work

commitment, personal flexibility and employability: an evaluation of a field

experiment in executive development', Journal of Managerial Psychology, 11, 8,

pp.18-34

Ito, H, Eisen, S V, Sederer, L I et al.2001, 'Factors Affecting Psychiatric Nurses'

Intention to Leave Their Current Job', Psychiatric Services, Vol. 52, No. 2, pp. 232-

234

Jackson, V, Arnold, J, Nicholson, N, & Watts, A G 1996, Managing careers in 2000

and beyond, Institute for Employment Studies. Report no. 304.

Jayanthi. M A & Venkatamaraju, D 2009,'Night Shifts hurdles for women in BPO

with reference to Chennai City', ASBM Journal of Management, II (2), pp.114-123

Jayaswal, R 2005, 'GenY logs out of BPO honeymoon', The Economic Times, 14

February, available at: http://infotech.indiatimes.com/articleshow/1029080.cms

(accessed 23 February)

Jennings, D 1996, 'Outsourcing opportunities for financial services', International

Journal of Strategic Management, June, Vol. 29 No.3, pp. 393-403.

Jennings, D 2002, 'Strategic Sourcing: Benefits, problems and a Contextual Model',

Management Decision, 40(1), pp 26-34.

Jensen, M & Meckling, W 1976, 'Theory of the firm: managerial behavior, agency

costs, and capital structure', Journal of Financial Economics, Vol. 3 No. 4, pp. 305-

360.

Jenster, V P & Pedersen, H S 2000, 'Outsourcing – facts and fiction‘, Strategic

Change, 9: 147-154, John Wiley & Sons Ltd.

Jha, R 2005, 'Job hoppers beware! BPOs switch to combat mode', The Economic

Times, 24 June, available at: http://economictimes.indiatimes.com/articleshow/msid-

1150751,prtpage-!.cms (accessed 24 June).

Jhabvala, R & Sinha, S 2002, 'Liberalisation and woman worker', Economic and

Political Weekly, 25 May, pp. 2037-2044.

Page 17: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxviii

Joshi, K & Mudigonda, S 2008, 'An analysis of India‘s future attractiveness as an

offshore destination for IT and IT-enabled services,' Journal of Information

Technology, 23, 215–227

Joshi, V 2002, 'The Evolution of NASSCOM and MAIT.' Express Computer Online,

February 11.

Kakabadse, A K & Kakabadse, N K 2000, 'Critical view – outsourcing: a

paradigmshift', Journal of Management Development, Vol. 19 No. 8, pp. 670-85

Kakabadse, Andrew and Nada Kakabadse 2005 ―Outsourcing: Current and Future

Trends.‖ Thunderbird International Business Review 47 (March–April 2005): 183–

204.

Kakabadse, N 2000, 'Critical Review-Outsourcing: A Paradigm Shift', Journal of

Management Development, 19(8), pp 670-728.

Kanter, R M 1992, Creating a habitat for the migrant manager, Personnel

Management.

Kanungo, R & Manuel, M 1994, 'Culture and Performance Improvement.'

Productivity 35, August 1994 pp 447-53.

Kapur, Devesh & Ramamurti, R 2001, India’s Emerging Competitive Advantage in

Services, The Academy of Management Executive, 15(2), pp 20-33.

Katz, R & Maanan, V J 1977, 'The loci of work satisfaction: Job interaction, and

policy,' Human Relations, Vol. 30, pp. 469-486.

Kearney, A T 2007, Offshoring for Long-Term Advantage, The 2007 A.T. Kearney

Global Services Location IndexTM,

http://www.atkearney.com/res/shared/pdf/gsli_2007.pdf ( accessed on January 2008

Kearney, A T 2011, A.T. Kearney Global Services Location IndexTM

, A.T. Kearney

Global Services Location IndexTM

, http:// www.atkearney.com/shared_res/(accessed

20th May 2011).

Keenoy, T 1999, 'HRM as hologram: a polemic', Journal of Management Studies, 36,

1, pp. 1-23.

Khosrowpour, M, Subramanian, G H, Gunderman, J & Saber, A 1996, ‗Managing

Information Technology with Outsourcing: An Assessment of Employee Perceptions‘,

Journal of Applied Business Research, 12(3): 83–96.

Kinnie, N, Hutchinson, S & Purcell, J 2000, ‗Fun and surveillance‘: the paradox of

high commitment management in call centres,' International Journal of Human

Resource Management, 11, 967–985.

Kinnie, N, Purcell, J & Hutchinson, S 2000, 'Managing the employment relationship

in telephone call centres,' In Purcell, K. (ed.), Changing Boundaries in Employment,

Bristol: Bristol Academic Press.

Page 18: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxix

Kiyak, H A, Namazi, K H & Kahana, E F 1997,'Job Commitment and Turnover

Among Women Working in Facilities Serving Older Persons', Research on Aging,

Vol. 19, pp. 223-246.

Knights, D & McCabe, D 1998,'What Happens When the Phone Goes Wild?:Staff,

stress and spaces for escape in a BPR telephone banking work regime', Journal of

Management Studies, (35, 2), 1998, pp. 163-194.

Korczynski, M 2002, Human Resource Management in Service Work, Basingstoke:

Palgrave

Korczynski, M 2001, The contradictions of service work: the call centre as customer-

oriented bureaucracy, In Sturdy, A., Grugulis, I. and Willmott, H. (eds), Customer

Service: Empowerment and Entrapment. Basingstoke: Palgrave

Korczynski, M 2003, 'Communities of coping: collective emotional labour in service

work,' Organization, 10, 55–79.

Kossek, E E 1989, 'The acceptance of human resource innovation by multiple

constituencies,' Personnel Psychology, 42(2), 263-281

Krecker, M L 1994, 'Work Careers and Organizational Careers: The Effects of Age

and Tenure on Worker Attachment to the Employment Relationship', Work and

Occupations: An International Sociological Journal,, Vol. 21, No.3, pp. 251-283.

Kuruvilla, S & Ranganathan, A 2010, ‗Globalisation and outsourcing: confronting

new human resource challenges in India‘s business process outsourcing industry‘,

Industrial Relations Journal, 41:2, 136–153.

Lacity, M & Hirschheim, R 1993, The Information Systems Outosurcing: Myths,

Metaphors, and Relalities, John Wiley, New York.

Lacity, M C & Hirscheim, R 1995, Beyond the Information System Outsourcing

Bandwagon - the Insourcing Response, John Wiley and Sons Ltd, West Sussex.

Lado, A A & Wilson, M C 1994, 'Human resource systems and sustained competitive

advantage: A competency-based perspective', Academy of Management Review, 19,

pp 699-727.

Lane, C E 1998, 'An Empowermentbased Model of Organizational Commitment:

Implications for the Public Sector', DPA Dissertation, University of Southern

California

Lankford W M, Pars, F 1999, 'Outsourcing: a primer,' Management Decision 37(4):

310–316.

Lazarus, R S & Folkman, S 1984, Stress, appraisal and coping, Springer, New York.

Leap & Crino 1993, Personnel/Human Resource Management, 2nd edn, Macmillan

Publishing Company, New York.

Page 19: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxx

Leidner, R 1996, ‗Rethinking Questions of Control: Lessons from McDonald‘s‘, In

MacDonald, C L & Sirianni, C (eds) Working in the Service Society, Philadelphia:

Temple University Press, pp. 29–49.

Levin, R L & Rubin, D S 1996, Statistics for Management, Prentice Hall of India Pvt.

Ltd., New Delhi.

Lim, V K G & Teo, T S H 1998, 'Effects of individual characteristics on police

officers‘ workrelated attitudes', Journal of Managerial Psychology, Vol. 13, pp. 334-

42.

Linder, J 2004, 'Transformational outsourcing', MIT Sloan Management Review, Vol.

45 No. 2, pp. 52-8.

Linder, J Cole, M & Jacobson A 2002,' Business transformation through outsourcing,'

Strategy & Leadership 30, 23–28.

Lockwood, D 1958, The blackcoated worker: A study in class consciousness, Oxford:

Clarendon Press.

Loh, L & Venkatraman, N 1992, 'Determinants of information technology

outsourcing: a cross-sectional analysis,' Journal of Management Information Systems,

Vol. 9 No.1, pp. 7-24.

Lyon, D 1993, 'An electronic Panopticon? A sociological critique of surveillance

theory,' Sociological Review, 41.4: 652-78.

MacDonald, A 1998, Special report: call centres, Precision Marketing, 27 April,

pp.28-30.

MacDonald, C & Sirianni, C 1996, The service society and the changing experience of

work. In MacDonald, C. and Sirianni, C. (eds) Working in the Service Society, pp. 1–

28. Philadelphia, PA: Temple University Press

Mahesh, V S & Kasturi, A 2006, ‗Improving Call Centre Agent Performance: A UK-

India Study Based on the Agents‘ Point of View‘, International Journal of Service

Industry Management 17, 2, 136–157.

Mahnke, V 2001, 'The process of vertical dis-integration: an evolutionary perspective

on outsourcing', Journal of Management and Governance, Vol. 5, pp. 353-79.

Mahnke, Volker, Mikkel L. Overby, and Jon Vang. 2005, ―Strategic Outsourcing of

IT Services: Theoretical Stocktaking and Empirical Challenges.‖ Industry and

Innovation 12 (June 2005): 205–53.

Manlove, M E & Guzell, J R 1997, 'Intention to Leave, Anticipated Reasons for

Leaving, and 12-month Turnover of Child Care Center Staff', Early Childhood

Research Quarterly, Vol. 12,No. 2, pp. 145-167.

Page 20: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxxi

Manpower Services Commission 1981, Glossary of Training Terms, 3rd edn, HMSO,

London.

Marco, B & McIvor, R 2008, Strategic Outsourcing: An International Journal,

Emerald Group Publishing Limited Vol. 1 No. 3, pp 185-197.

Marriott, I 2006, Global Sourcing Best Practices, A Report by the Gartner Group.

Martel, L 2003, 'Finding and keeping high performers: best practices from 25 best

companies', Employee Relations Today, Vol. 30 No. 1, pp. 27-43

McCarthy, I P & Anagnostou, A 2004, 'The impact of outsourcing on the transaction

costs and boundaries of manufacturing,' International Journal of Production

Economics, 88, 61–71.

McDowell, L 1997, Capital Culture: Gender at Work in the city, Blackwell: Oxford

McKinlay, A & Taylor, P 1996, ‗Power, surveillance and resistance: inside the

―factory of the future,' In Ackers, P. et al. (Eds), The New Workplace and Trade

Unionism, .Routledge.

McKinlay, A & Taylor, P 1997, 'Foucault and the politics of production', in

McKinlay, A. and Starkey, K. (Eds), Foucault, Management and Organisation, Sage,

London.

McKinlay, A & Taylor, P, 1998, Through the looking glass: Foucalt and politics of

production. In A.McKinlay and K. Starkey (Eds.), Foucalt, management and

organizational theory: From panapticon to technologies of the self, London: Sage, pp.

173-90

McNeely, R L 1992, 'Job Satisfaction in the Public Social Services: Perspectives on

Structure, Situational Factors, Gender, and Ethnicity', in Y Hasenfeld (Ed.), Human

Services as Complex Organizations, pp. 224-255, Sage Publications, Newbury Park,

CA

Mehta, A, Achilles A, Mehta N & Irani F 2006, 'Challenges and opportunities of

Business Process Outsourcing in India', Journal of Labor Research 27 (3): 323-338.

Menzies, H 1996, Whose Brave New World? The Information Superhighway and the

New Economy, Between the Lines, Toronto.

Meyer, J P & Allen, N J 1991, 'A three-component conceptualisation of

organisational commitment', Human Resource Management Review, 1, 1, pp.61-89

MGI 2005, 'New Horizons: Multinational company investment in developing

economies', A Report by the McKinsey Global Institute.

Miller, J B & Wheeler, K G 1992, 'Unraveling the Mysteries of Gender Differences in

Intentions to Leave the Organization', Journal of Organizational Behavior, Vol. 5, pp.

465-478

Page 21: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxxii

Minoli, D 1995, Analysing Outsourcing Reengineering Information and

Communication Systems, McGraw-Hill, New York.

Mirchandani, K. 2003. Making Americans: Transnational Call Centre Work in India,

Third Critical Management Studies Conference, Lancaster University, UK.

Mitail 1996, Telephone Call Centres in the British Isles, London.

Mitial, 1998, Market intelligence for the EU call centre industry, The Mitial Group,

3rd Floor, Redwither Tower, Redwither Business Park,Wrexham LL13 9XT

Mitra, Prithviraj 2004, 'Boom Boom BPO', Telegraph, December 15.

Mitter, S 2004, ‗Globalization, ICTs, and Economic Empowerment: A Feminist

Critique,‘ Gender, Technology and Development, 8 (1): 5–29.

Monappa, A & Saiyaddin, M 2000, Personnel Management, Tata McGraw-Hill

Publishing Company, New Delhi

Monczka, R M, Carter, J R, Markham, W J, Blascovich, J D & Slaight, T H 2005,

Outsourcing Strategically for Sustainable Competitive Advantage, A Joint Research

Study, CAPS Research/A.T. Kearney, Inc., Tempe, AZ/Alexandria, VA.

Morris, J A & Feldman, D C 1996, 'The Dimensions, Antecedents and Consequences

of Emotional Labour,' Academy of Management Review, 21(4):986–1010.

Moss, P, Salzman, H, & Tilly, C 2008, 'Under construction: The continuing evolution

of job structures in call centers,' Industrial Relations, 47, 173–208.

Mukherjee, S 2007, 'Business Process Outsourcing and India', Management Online

Review, September 2008. Available at SSRN: http://ssrn.com/abstract=1014329

Mulholland, K 2002, 'Gender, emotional labour and team-working in a call centre'.

Personnel Review, (31: 3), pp. 283-304.

Mullin, R 1996, 'Managing the outsourced enterprise', Journal of Business Strategy,

Vol. 17 No. 4, pp. 28-32.

NASSCOM 2001, 'NASSCOM‘s Handbook: IT Enabled Services Background and

Reference Resource'. New Delhi

NASSCOM 2002, Report on the IT industry in India: Strategic review : India.

NASSCOM 2003a, Competitive Costs Report, India. Available

http://www.nasscom.org/artdisplay.asp?cat_id=31 [2005, August 5th].

NASSCOM 2003b, NASSCOM-Evalueserve report on ‗Impact of Global Sourcing on

the US Economy, 2003 – 2010‘, New Delhi, India

NASSCOM 2004, NASSCOM Background and Reference Resource on Indian ITES-

BPO Industry, NASSCOM.

Page 22: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxxiii

NASSCOM 2004, NASSCOM Background and Reference Resource on Indian ITES-

BPO Industry, National Association of Software and Service Companies, New Delhi.

NASSCOM 2004, Strengthening the Human Resource Foundation of the Indian IT

Enabled Services/IT Industry, KPMG-NASSCOM Report, Department of IT, Ministry

of Information Technology and Communications, Government of India, Delhi.

NASSCOM 2004a, 'India‘s Value Proposition', http://www.bpo.nasscom.org.

NASSCOM 2004b, 'Indian ITES-BPO Industry: NASSCOM Analysis,'

http://www.nasscom.org

NASSCOM 2004c, NASSCOM Background and Reference Resource on Indian ITeS-

BPO Industry, National Association of Software and Service Companies, New Delhi.

NASSCOM 2004d, Strengthening the Human Resource Foundation of the Indian IT

Enabled Services/IT Industry, KPMG-NASSCOM Report, Department of IT, Ministry

of Information Technology and Communications, Government of India, Delhi.

NASSCOM 2004e,'Building Middle Management Expertise for Sustaining Quality

Performance,' India, 2004

NASSCOM 2005a, Extending India’s Leadership of the Global IT and BPO

Industries,NASSCOM-McKinsey, New Delhi

NASSCOM 2005b, ―BPO Job Potential Stays High: NASSCOM."

<sify.com/finance/fullstory.php?id13866657?headline BPO job potential sta>

(Accessed on August 6, 2005).

NASSCOM 2005c, available at: http://nasscom.org/artdisplay.asp?Art_id ¼ 2781

(accessed 24 May, 2005).

NASSCOM 2005d, Knowledge Professionals Report. India. Available

http://www.nasscom.org/artdisplay.asp?cat_id=303 [2009, August 5th].

NASSCOM 2005e. available at :nasscom.org/artdisplay.asp?Art_id2781> (2005b)

(Accessed on May 24, 2005).

NASSCOM 2006, ―Indian IT sector to top US$ 36 billion in 2006‖, available at:

www.rediff.com (accessed 10 April, 2007).

NASSCOM 2007, NASSCOM Strategic Review. Executive Summary, available at:

www.nasscom.in/upload/51054/ExecutiveSummary.pdf

NASSCOM 2007a, "NASSCOM Strategic Review. Executive Summary", available

at: www.nasscom.in/upload/51054/ExecutiveSummary.pdf

NASSCOM 2007b,The Rising Tide - Output and Employment Linkages of IT-ITES‘ :

NASSCOM-Crisil

Page 23: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxxiv

NASSCOM 2007c,Toral Rewards Study : Hewitt-NASSCOM

NASSCOM 2009, The IT-BPO sector in India : Strategic Review

NASSCOM 2010a, 'Impact of IT-BPO on the Indian Economy and Society; A Decade

in Review'

NASSCOM 2010b, The IT-BPO sector in India: Strategic Review

NASSCOM 2011, The IT-BPO sector in India : Strategic Review

NASSCOM 2008a, The IT/ITeS Industry: Impacting Economy and Society : Deloitte

2007-08

NASSCOM-Everest 2008b, 'NASSCOM-EVEREST India BPO Study: Roadmap

2012 –capitalizing on the expanding BPO landscape'.

Nelson, D L, Quick, J C 2002, Organisation behaviour: foundations, realities and

challenges, 4th edn, South Western

Nelson, R R & Winter, S G 1982, An Evolutionary Theory of Economic Change,

Belknap Press of Harvard University Press, Cambridge, MA.

Noronha, E & D‘Cruz, P 2006, ‗Organising Call Centre Agents: Emerging Issues‘,

Economic and Political Weekly 27/05/06, 2115–2121.

Noronha, E. and D‘Cruz, P. 2007, 'Reconciling Dichotomous Demands:

Telemarketing Agents in Bangalore and Mumbai', The Qualitative Report, Volume

12(2), June 2007, pp 255-280

Norsworthy,J R & Zabala, C A 1985, 'Worker Attitudes, Worker Behavior, and

Productivity in the U.S. Automobile Industry, 1959-76,' Industrial and

LaborRelations Review, Vol. 38, No. 4 (July), pp. 544-57.

Noyelle, T 1991, ' Transnational business service firms and developing countries', in

The changing geography of advanced producer services, Daniels P.W and Moulert F

(eds), London, Belhaven Press

OECD, Public Management Developments in Australia, updated 1998, p.

1.http://www.oecd.org/puma/gvrnance/surveys/report98/surv98au.htm#D.

Ogbonna, E 1992, 'Organisational culture and human resource management: dilemmas

and contradictions', in Blyton, P. and Turnbull, P. (Eds), Reassessing Human

Resource Management, Sage, London, pp. 74-96.

Oi, W 1962, 'Labor as a Quasi-Fixed Factor,'Journal of Political Economy, Vol. 70,

No. 6 (December),pp. 538-55.

Osterman, P 1987, Turnover, Employment Security, and the Performance of the Firm,

Industrial Relations Research Association, Madison Publication, West Indies.

Page 24: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxxv

Osterman, P 1995, 'Work/family programs and the employment relationship',

Administrative Science Quarterly, Vol. 40 No. 4, pp. 681-700.

Ostroff, C 1992, 'The relationship between satisfaction, attitudes and performance: An

organizational level analysis.' Journal of Applied Psychology 77(6), pp 963-975

Paauwe, J 2004, HRM and performance: Achieving long term viability. Oxford

University Press.

Pagadala, B 2004, Building a case for BPO outsoucing

Palvia, S 2003, 'Global outsourcing of IT and IT enabled services: impact on US and

global economy', Journal of Information Technology Cases and Applications, Vol. 5

No. 3, pp. 1-11.

Palvia, S 2004, 'Global outsourcing of IT enabled services: a framework for choosing

an (outsource) country', Journal of Information Technology Cases and Applications,

Vol. 6 No. 3, pp. 1-20.

Pandeya, R & Bali, P 2006, 'Making sense of ITES India today', Aspire, May, pp. 18-

42.

Pearson, R, Aston, J, Bates, N, & Jagger, N 2000, The Institute of Employment Studies

Annual Graduate Review 2000: A diverse and fragmented market. IES Report 367.

Peaucelle, J L 2000, 'From taylorism to post -taylorism - simultaneously pursuing

several management objectives', Journal of Organisational Change, vol. 13, no. 5.

Penrose, E T 1959, The Theory of Growth of the Firm, Basil Blackwell, Oxford.

Perryman, S & Pearson, R 2001, Graduating into Employment The Institute of

Employment Studies Annual Graduate review, 2001 update: Report 374.

Peters, T J & Waterman, R H 1982, In Search of Excellence, Random House, New

York, NY.

Pfannenstein, L L & Tsai, R J 2004, 'Offshore outsourcing: current and future effects

on the American IT industry', Information Systems Management Journal, Vol. 21 No.

4, pp. 72-80.

Pfeffer, J 1994, Competitive advantage through people: Unleashing the power of the

workforce, Harvard Business School Press, Boston.

Phukan,J P (no date), Changing HR paradigm in the ITeS sector, Cover story, IT

PEOPLE evolve.

Pillai, A,2006,' HR Issues in BPO', HRM Review, ICFAI University Press

Poppo, L & Zenger T,2002, 'Do Formal Contracts and Relational Governance

Function as Substitutes or Complements?' Strategic Management Journal 23 (August

2002): 707–25.

Page 25: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxxvi

Porter, C W & Lawler, E E 1968, Managerial attitudes and performance, Richard D.

Irwin: Homewood Illinois

Porter, M E 1980, Competitive strategy: Techniques for Analyzing Industries and

Competitors, New York. The Free Press; 1985. Competitive Advantage: Creating and

Sustaining Superior Performance, The Free Press, New York.

Prabhakar, B 2003, NASSCOM to Curb Poaching in Call Centres, The Economic

Times, 25 June, available at

(http://economictimes.indiatimes.com/cms.dll/xml/uncomp/articl...) (accessed on 25

June 2003).

Prahalad C K & Hamel G 1994, Competing for the Future, MA: Harvard Business

School Press, Boston.

Prahalad, C K & Hamel, G 1990, ‗The core competence of the corporation‘ Harvard

Business Review, May–June, Vol. 68 No. 3, pp 79-90.

Price J L 1977, The Stud? of Turnover, Iowa State University Press, Ames, IA.

Price, A 2003, Human Resource Management in a Business Context. London:

International Thomson Business Press.

Punch, L 2004, 'The global back office: beyond the hype', Credit Card Management,

Vol. 16 No. 11, p. 26.

PwC 2005, 'Evolution of BPO in India- Indo American Chamber of Commerce:

PricewaterHouseCoopers

Quélin, B & Duhamel, F 2003, 'Bringing together strategic outsourcing and corporate

strategy: outsourcing motives and risks,' European Management Journal, 21, 647–

661.

Quinn, J B & Hilmer, F G 1994, 'Strategic outsourcing', Sloan Management Review,

Vol. 35 No. 4, Summer, pp. 43-55.

Raghu Raman and Balasubramanian, G 2006, ‗Managing People in a New Industry: A

Case Study of a High-end BPO Organization

Raina, A 2004, Speak right for a call centre job, New Delhi: Penguin Books India.

Ramachandran, K & Voleti, S 2004, 'Business process outsourcing (BPO): emerging

scenario and strategic options for IT-enabled services', Vikalpa, Vol. 29 No. 1, pp. 49-

62.

Ramsey-Smith, G 2004, 'Employee Turnover: The Real Cost', Strategic HR Review,

Vol. 3, No. 4, p. 7.

Randall Schuler et al., 1989, Effective Personnel Management, p 385, 3rd edn, West

Publishing, New York.

Page 26: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxxvii

Rao, S P 2000, Personnel and Human Resource Management, Himalaya Publishing

House, Mumbai.

Ravichandaran, R 2005, 'BPO, ITeS Sectors to Hot Up in 2005,' Financial Express"

(March 9, 2005): 2.

Ravichandran, R & Ahmed, N 1993, 'Offshore systems development', Information and

Management, 24(1), 24–40.

Readerboard, January 2001, Call Center Magazine, 14 (1), 10-14.

Redman, T & Mathews, B P 1998, 'Service quality and human resource

management:a review and research agenda'. Personnel Review, 27, 1, bl-11

Rekha, K R & Kamalanabhan, T J 2010, 'A Three Dimensional Analysis of Turnover

Intentions among employees of ITeS-BPO sector,' South Asian Journal of

Management, 17(3)

Richardson, G B 1972, 'The organization of industry', The Economic Journal, Vol. 82,

pp. 883-896.

Richardson, R & Marshall, J N 1996, 'The Growth of Telephone Call Centres in

Peripheral Areas of Britain: Evidence from Tyne and Wear', Area, 28, 3, 308-17.

Richardson, R 1994, 'Back office, front office functions: Organisational and locational

implications of new telemediated services', In R. Mansell (Ed.), Management of

Information and Communication Technologies: Emerging patterns of control.(pp.309-

335). Aslib.

Richardson, R, Belt, V 2001, 'Saved by the Bell? Call centres and economic

development in less favoured regions.' Economic and Industrial Democracy, 22(1):

67-98.

Rose, E & Wright, G 2005, 'Satisfaction and dimensions of control among call centre

customer service representatives', The International Journal of Human Resource

Management, Vol. 16 No. 1, p. 136.

Ross, S A 1973, 'The economic theory of agency: the principal‘s problem', The

American Economic Review, Vol. 63 No. 2, pp. 134-139.

Rothboeck, S. Vijayabaskar, M & Gayathri, V 2001, 'Labour in the new economy: the

case of the Indian software labour market‘, International Labour Organization, New

Delhi.

Rothery, B & Robertson, I 1996, Outsourcing, Editorial Limusa, Mexico.

Rousseau, D 1990, ‗Assessing organizational culture: The case for multiple methods‘,

in B. Schneider (ed.), Organizational Climate and Culture. San Francisco: Jossey-

Bass. pp. 153-92.

Page 27: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxxviii

Russell, B 2002, 'The talk shop and shop talk: employment and work in a call centre',

The Journal of Industrial Relations, Vol. 44 No. 4, pp. 467-90

Ruyter, K, Wetzels, M & Feinberg, R 2001, 'ole stress in call centers: Its effect on

employee performance and satisfaction', Journal of Interactive Marketing, vol. 15,no.

2, pp. 23-35.

Rynes, S L 1987, Compensation strategies for recruiting, Topics in Total

Compensation, 2, pp 185-190

Sacristán, N M 1999, 'Consideraciones teóricas del outsourcing,' Boletín económico

del ICE, 1,27–41.

Saini, D & Budhwar, P 2004, 'Human Resource Management in India', in P. Budhwar

(ed.) Managing Human Resources in Asia-Pacific, pp. 113-159.

Saini, Debi S 1999, 'Law and social development in India', Paper presented at an

international workshop on Lawand Social Development organized by the

Parliamentary Commission on Social Development of Mexico,Mexico City, 24-26

November.

Salvetti J R & Schell N D, 1995, 'Is Outsourcing Right for You?', Bank Marketing,

October 1995

Sarkar, S 2009, 'Individualism – Collectivism As Predictors Of Employee Attitudes

Towards Union Membership: An Empirical Study Of Employees Of BPO Sector In

India,' Asia Pacific Journal of Management, 26 (1), pp.93-118

Sarma, A M 2003, Personnel and Human Resource Management, Himalaya

Publishing House, Mumbai

Sasikumar & Varma 2004, Information And Communication Technology And Decent

Work: Study Of India’s Experience, V.V. Giri National Labour Institute, INDIA

Schaufeli, W & Enzmann, D 1998, The burnout companion to study and practice: A

critical analysis,Taylor & Francis, London.

Schneider, B 1980, 'The service organization: climate is crucial', Organizational

Dynamics, 7, 52-65

Schuler, R S 1982, Effective Personnel Management, West Publishing, New York.

Schuler, R S & Harris, D L 1992, Managing Quality: The Primer for Middle

Managers, Addison-Wesley, Reading, MA

Schuler, R.S & Jackson, S E 1999, Strategic human resource management: A reader,

Blackwell, London.

Seiben, I & de Grip, A 2004, 'Training and expectations on job mobility in the call

centres sector', Journal of European Industrial Training, Vol. 28 Nos 2/3/4, pp. 257-

71

Page 28: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xxxix

Sen, A 1990, ‗More than 100 Million Women are Missing,‘ New York Review of

Books, 20 (December), pp. 61–66.

Sen, F & Shiel, M 2006, 'From business process outsourcing (BPO) to knowledge to

knowledge process outsourcing (KPO): some issues', Human Systems Management,

Vol. 25, pp. 145-55.

Senge, P 1990, The Fifth Discipline: The Art and Practice of the Learning

Organisation, Doubleday, New York, NY.

Sengupta, S 2006 ‗India Struggles to Keep Up With Surging Employment Needs‘, The

New York Times, October

Shapiro A.,1996, Multinational Financial Management, 5th Edition, Prentice Hall.

Shushmul, P 2005, 'When sick leave is rampant and attrition soars high', Callcentre

helper.com available at: www.callcentrehelper.com/working_indian_centres.htm

(accessed 14 July).

Sieben, I & de Grip, A 2004, 'Training and expectations on job mobility in the call

centers sector', Journal of European Industrial Training, Vol. 28 Nos 2/3/4, pp. 257-

71

Sifynews 2005, 'Women can now work late night shifts', available at:

http://www.siliconindia.com/shownews/Women_can_now_work_late_night_shifts_-

nid-27490.html (accessed 19 March).

Simhan, T E 2006, 'NASSCOM summit to focus on talent management', Hindu

Business Line, 14 July.

Sinderman, M 1995, 'Outsourcing gains speed in corporate world', National Real

Estate Investor, August, Vol. 37, pp. 42-50.

Singh, C P, Lather, A, Goyal, D P 2009, Building Relationships @ BPO India,

Paradigm, Jan-Jun 13, 1

Singh, H 2005, 'Is the BPO Iceberg Melting Under Attrition Heat?' Economic Times

(February 10, 2005b), available at <economictimes.

indiatimes.com/articleshow/1036152.cms?headline BPO attrition...> (Accessed on

April 11, 2005).

Singh, H 2010, 'KPO v/s BPO, KPO Wins,' Economic Times (March 11, 2005a),

Avilable at <economic times.indiatimes.com/articleshow/1057153.cms?headline

Move over...> (Accessed on March 21, 2005).

Singh, P & Pandey, A 2005, ‗Women in Call Centres,‘ Economic and Political

Weekly, XL (7): 684–88.

Sinha, Tapen & Subhadra, K 2005, 'Sourcing the Outsourcing Arithmetic: A Journey

from America to India', Available at SSRN: http://ssrn.com/abstract=705801

Page 29: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xl

Smith, A & Dowling, P L 2001, 'Analyzing firm training: five propositions for future

research', Human Resource Development Quarterly, Vol. 12 No. 2, pp. 147-67

Smith, A & Smith, E 2008, 'Learning to control: training and work organization in

Australian call centres', Journal of Industrial Relations, Vol. 50 No. 2, pp. 243-56.

Smith, A 1776, Wealth of Nations, Modern Library

Sommer, R A 2003, 'Business process flexibility: a driver for outsourcing', Industrial

Management and Data Systems, Vol. 103 No. 3, pp. 177-183.

Sparrow, P R & Budhwar, P 1997, 'Competition and Change: Mapping the Indian

HRM Recipe against World Wide Patterns.' Journal of World Business 32, Autumn

1997, pp 224-42.

Spector, P E 1997, Job Satisfaction: Application, Assessment, Causes, and

Consequences, Sage Publications, Thousand Oaks

Spiegel, J 1993, 'Horizontal Subcontracting,' RAND Journal of Economics, 24n4, pp

570-590.

Srinivasan, T N 2006, 'Information Technology and India's Growth Prospects.' In

Lael Brainard and Susan M. Collins, eds., Offshoring White-Collar Work-The Issues

and Implications, pp. 203-40. Brookings Trade Forum, 2005. Washington, D.C.:

Brookings Institution

Srivastava, S and Theodore, N 2006, 'Offshoring Call Centres: The View from Wall

Street', in Burgess, J & Connell, J (eds) Developments in the Call Centre Industry,

pp. 19-35. Abingdon: Routledge.

Stanworth, C. 2000, 'Women and Work in the information age, Gender, Work &

Organization, Vol 7,1, pp. 20-32, Blackwell Publishers

Steensma, H. Kevin & Kevin G. Corley,2002, ―Organizational Context as a Moderator

of Theories on Firm Boundaries for Technology Sourcing.‖ Academy of Management

Journal 44 (April 2002): 271–91.

Stone, L 2004, 'New BPO Definitions Clarify Service Offerings,' Research Note

(October 2004): Gartner Research, Document G00123758 <www.gartner.com>.

Stroh, L K, Northcraft, G B & AnnNeale, M 2001, Organizational Behavior, 3rd edn,

Lawrence Erlbaum Associates, Inc., New Jersey.

Subramanyam, R 2004, 'Job hopping plagues IT sector', The Economic Times, 28

September, available at: http://infotech.indiatimes.com/articleshow/865874.cms

(accessed 28 September).

Suliman, A & Iles, P 2000, 'The multi-dimensional nature of organisational

commitment in a non-western context', Journal of Management Development, 19, 1,

pp.71-82

Page 30: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xli

Taylor, P & Bain, P 1997, Call Centres in Scotland: A Report for Scottish Enterprise,

Glasgow

Taylor, P & Bain, P 1999, 'An assembly line in the head: the call centre labour

process', Industrial Relations Journal, Vol. 30 No. 2, pp. 101-17

Taylor, P & Bain, P 2001, 'Trade unions, workers‘ rights and the frontier of control in

UK call centres,'Economic and Industrial Democracy, 22, 39–66.

Taylor, P & Bain, P 2003, Call centre organizing in adversity: from Excell to Vertex,

In Gall, G.(ed.), Union Organizing: Campaigning for Trade Union Recognition,

Routledge, London..

Taylor, P & Bain, P 2004, 'Call centre outsourcing to India: the revenge of history?',

Labour and Industry,14, 15–38

Taylor, P & Bain, P 2005, 'India Calling to the Faraway Towns‖: The Call Centre

Labour Process and Globalisation‘, Work, Employment and Society, 19(2): 261–82.

Taylor, S & Tyler, M 2000, 'Emotional Labour and Sexual Difference in the Airline

Industry', Work. Employment and Society, 14(1): 77-95.

Teece, D J, Pisano, G & Shuen, A 1997, 'Dynamic capabilities and strategic

management,' Strategic Management Journal, 18(7), pp. 509±533.

Tharakan, P K M 2005, Ilke Van Beveren, and Tom Van Ourti, 'Determinants of

India's Software Exports and Goods Exports.' Review of Economics and Statistics,

Vol. 87, No. 4 (November), pp. 776-80.

The Economist Intelligence Unit Limited 2002, 'IT-Enabled Services – Last Man In,'

Business India Intelligence, 7–8.

The Hindu 2007, IT and IT-Enabled Services Sectors will Require Five Lakh People:

NASSCOM chief, The Hindu, available at http://www.hindu.com/2007/06/07/

stories/2007060705740400.htm (accessed 15th June 2007).

Thomas, P M 2006, 'Vedanta, Orissa to sign MoU for mega varsity,' available at

Economictimes.com, http://economictimes.indiatimes.com/articleshow/1767838.cms.

Thomas, R J 1989, 'Blue-collar careers: meaning and choice in a world of constraints'

M.B.Arthur, D.T. Hall, & B.S. Lawrence (Eds.) Handbook of career theory.(354-

379).Cambridge University Press.

Thompson, P & Ackroyd, S 1995, ‗All quiet on the workplace front? A critique of

recent trends in British industrial sociology,' Sociology, 29, 615–33.

Thompson, P & Findlay, P 1999, 'Changing the people: social engineering in the

contemporary workplace', in Sayer, A & Ray, L (Eds), Culture and Economy after the

Cultural Turn, Sage, London

Page 31: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xlii

Thompson, P & Warhurst, C 1998, Workplaces of the Future, Basingstoke,

Macmillan, London

Thompson, P 1989, The Nature of Work: An Introduction to Debates on the labour

Process, Macmillan, London.

Thompson, P, Callaghan, G & Van den Brock, D 2004, 'Keeping up appearances:

recruitment, skills and normative control in call centres', in Deery, S. and Kinnie, K.

(Eds), Call Centres and Human Resource Management: A Cross National Report,

Palgrave Macmillan, Basingstoke

TNO 2001, Nieuwe schaarste? Nieuw aanbod!, TNO-Arbeid, Hoofddorp

Townsend, K 2005, 'Considering progress in a greenfield site', International

Employment Relations Review, Vol. 11 Nos 1/2, pp. 79-96

Townsend, K 2007, 'Recruitment, training and turnover: another call centre paradox',

Personnel Review, Vol. 36 No. 3, pp. 476-90

Ulrich, D 1997, HR Champions, Boston, MA: Harvard Business School Press and

Bartlett, C A & Ghosal, S 2002, 'Building Competitive Advantage through People',

MIT Sloan Management Review, 2002, pp 34-41.

Ulrich, D 1998, 'A new mandate for human resources', Harvard Business Review, 76:

124-134, January-February.

Ulrich, D.& Brockbank, W 2005, The HR Value Proposition, Boston, MA: Harvard

Business School Press.

URCOT 2000, Call Centres: What Kind of Future Workplaces?, Mimeo, RMIT,

School of Social Sciences and Planning, Melbourne.

Venkata Ratnam, C S 1995, 'Economic Liberalization and the Transformation of

Industrial Relations Policies in India,' In Verma, A, Kochan, K & Lansbury, R eds.

Employment Relations in the Growing Asian Economies. London: Routledge, pp.

248–314.

Venkatesan, R 1992, 'Strategic Sourcing: To Make or Not to Make,' Harvard Business

Review, November-December 1992, pp 98-107.

Verma, P 2005, 'BPOs now go in for multi-city back-ups', The Economic Times, 5

August, available at: http://economictimes.indiatimes.com/articleshow/msid-

1191479,prtpage-1.cms (accessed 5 August).

Wadhwa, R 2004, 'Oh honey! I need a good night's sleep', The Economic Times, 4

August, available at: http://economictimes.indiatimes.com/articleshow/msid-

1191479,prtpage-1.cms(accessed 5 August)

Wajcman, J 1998, 'Managing Like a Man: Women and Men in Corporate

Management, Cambridge: Polity Press

Page 32: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xliii

Walker, M & Gott, J 2007, ‗A Global Market for Services:Highlights of A.T.

Kearney‘s Global Services Location Index 2007‘, in NASSCOM (2007), India ITES-

BPO Strategy Summit 2007–Background and Reference Source, pp. 28–31. New

Delhi: NASSCOM.

Wallace, C, Eagleson, G, & Waldersee, R 2000, ‗The Sacrificial HR Strategy in Call

Centres‘, International Journal of Service Industry Management, vol. 11, no.2, pp.

174-185.

Walters, S 2003, ‗Female part-time workers‘ attitudes to trade unions in Britain‘,

British Journal o fIndustrial Relations, 40(1): 49-68.

Wang, Y 2004, 'Observations on the organizational commitment of Chinese

employees: comparative studies of stateowned enterprises and foreign-invested

enterprises,' The International Journal of Human Resource Management, Vol.15,

No.4/5, pp.649 -664.

Wanous, J 1992, Organisational Entry, Addison-Wesley, Reading, MA.

Watson, A, Bunzel, D, Lockyer, C & Scholorios, D 2000, ' Changing Construction of

career, commitment and identity: The call centre experience,' Management Research

Review, 23.9-11, pp. 158-160

Werner, K, Dieter, R, & Raimund, L F 2001, 'Outsourcing in India,' IEEE Software,

18 (2), 78–85

Wickens, P 1987, The Road to Nissan: Flexibility, Quality, Teamwork, Macmillan,

London.

Willcocks, L P & Lacity, M C 1998, Strategic Sourcing of Information Systems

Perspectives and Practices, John Wiley and Sons Ltd, West Sussex.

Willcocks, L P, Hindle, J, Feeny, D & Lacity, M 2004, 'IT and business process

outsourcing: the knowledge potential', Information Systems Management, 21 pp 7–15.

Williamson, O E 1975, Markets and Hierarchies: Analysis and Antitrust Implications,

Free Press, New York, NY.

Williamson, O E 1979, 'Transaction-cost economics: the governance of contractual

relations',The Journal of Law and Economics, Vol. 22 No. 2, pp. 233-61.

Williamson, O E 1981,'The economics of organisation: the transaction cost approach',

American Journal of Sociology, 87(3), pp. 548±578.

Williamson, O E 1985, The Economic Institution of Capitalism, Free Press, New

York, NY.

Windolf, P et al 1988, Recruitment and Selection in the labour Market, Aldershot:

Avebury

Winslow, C D & Barmer, W L 1994, Futurework, Free Press, New York.

Page 33: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xliv

Wood, S, Holman, D & Stride, O 2006, 'Human resource management and

performance in UK call centres', British Journal of Industrial Relations, Vol. 44 No.

1, pp. 99-124.

Woodfield, R 1998, 'Working Women and social labour', RUSEL Working Paper No.

33, Department of Polictics, University of Exeter

World Bank 2003, E-commerce and Development Report,p. 141

Wray-Bliss, E 2001, 'Representing customer service: telephones and texts. Customer

service', in Sturdy, A., Grugulis, I. and Wilmott, H. (Eds), Customer Service:

Empowerment and Entrapment, Palgrave, Basingstoke, pp. 38-5

Wright, P & McMahan, G C 1992, ‗Theoretical perspectives for strategic human

resource management‘, Journal of Management, 18: 295-320

Wullenkord, A, Kiefer, A & Sure, M 2005, ‗Business Process Outsourcing, Muchen;

Vahlen

Yadav, R 2009, 'Environment Analysis of the BPO Industry in India', Available at

SSRN: http://ssrn.com/abstract=1369103

Yeung, H W C 1995, 'Qualitative personal interviews in international business

research: Some lessons from a study of Hong-Kong transnational corporations',

International Business Review, 4(3), pp 313-339.

Young, B S, Worchel, S & Woehr, D J 1998, 'Organisational commitment among

public service employees', Public Personnel Management, Vol. 27, No.3, pp. 339-

348.

Zapf, D, Isic, A, Bechtoldt, M & Blau, P 2003, What is typical for call centre jobs?

Job characteristics and service interactions in different call centres. European Journal

of Work and Organizational Psychology, 12, 311–340.

Zapf, D, Vogt, C, Seifert, C, Mertini, H & Isic, A 1999, 'Emotion work as a source of

stress: the concept and development of an instrument,' European Journal of Work and

Organisational Psychology, 8, 371-400.

Page 34: REFERENCESshodhganga.inflibnet.ac.in/bitstream/10603/34745/14/14...Anton, J 1996, Call Center Management by the Numbers, Press on Regardless, Santa Maria, CA. Appay, B 1998, Economic

P a g e | xlv

WEBOGRAPHY

http://www.accenture.com

http://www.nasscom.org

http://www.outsourcing.com

http://www.gartner.com

http://www.offshoreis.com

http://www.escindia.org

http://www.atkearney.com/

http://www.bpoindia.org/research

http://www.economictimes.com