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  • Work organization, human resource practices and employee retention in Indian call centers

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    65817_1.pdf (128.6Kb)
    Author(s)
    Thite, Mohan
    Russell, Bob
    Griffith University Author(s)
    Thite, Mohan
    Year published
    2010
    Metadata
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    Abstract
    The literature on call centers often highlights the centrality of HR in stemming employee attrition but is mainly grounded in the realities of in-house call centers in the western economies. In this empirical study of four large Indian call centers we examine specific aspects of HR practice for their effect on retention in the very different context of Indian labor markets. The relationship between HR practices and the realities of the call-centre labor processes operating within a buoyant labor market that offers plentiful job alternatives are explored. The findings suggest that the contribution of HR to employee retention ...
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    The literature on call centers often highlights the centrality of HR in stemming employee attrition but is mainly grounded in the realities of in-house call centers in the western economies. In this empirical study of four large Indian call centers we examine specific aspects of HR practice for their effect on retention in the very different context of Indian labor markets. The relationship between HR practices and the realities of the call-centre labor processes operating within a buoyant labor market that offers plentiful job alternatives are explored. The findings suggest that the contribution of HR to employee retention is a necessary but not sufficient condition for retention in the context of Indian call centers.
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    Journal Title
    Asia Pacific Journal of Human Resources
    Volume
    48
    Issue
    3
    DOI
    https://doi.org/10.1177/1038411110381623
    Copyright Statement
    © 2010 Australian Human Resources Institute. This is the author-manuscript version of the paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
    Subject
    Human resources management
    Publication URI
    http://hdl.handle.net/10072/35619
    Collection
    • Journal articles

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