Human resource management of Indian call centre representatives
Ananthram, Subra, Bish, Adelle, Connell, Julia, & Teo, Stephen (2014) Human resource management of Indian call centre representatives. In Australian and New Zealand Academy of Management Conference, 2014-12-03 - 2014-12-05, Australia.
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Description
This study examines how call centres adopt different types of human resource practices (involvement and control oriented) to manage frontline employees in Indian call centres. Data were collected from 250 call centre representatives to test the research hypotheses. The research model was analyzed using Mplus software. Findings showed that involvement and control oriented human resource practices resulted in more employee exhaustion and disengagement. Involvement oriented HRM had a positive impact on job satisfaction as well as, a positive relationship between employee exhaustion and disengagement. The findings suggest that, while involvement oriented HRM enhances job satisfaction, its implementation comes with a cost, that is, an increase in employee exhaustion and disengagement at work.
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| ID Code: | 80115 | ||
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| Item Type: | Contribution to conference (Abstract) | ||
| Refereed: | No | ||
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| Measurements or Duration: | 1 pages | ||
| Keywords: | Burnout, Call Centres, India, Job Satisfaction, Strategic HRM | ||
| Pure ID: | 32661005 | ||
| Divisions: | Past > QUT Faculties & Divisions > QUT Business School Current > Schools > School of Management |
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| Copyright Owner: | Copyright 2014 [please consult the authors] | ||
| Copyright Statement: | This work is covered by copyright. Unless the document is being made available under a Creative Commons Licence, you must assume that re-use is limited to personal use and that permission from the copyright owner must be obtained for all other uses. If the document is available under a Creative Commons License (or other specified license) then refer to the Licence for details of permitted re-use. It is a condition of access that users recognise and abide by the legal requirements associated with these rights. If you believe that this work infringes copyright please provide details by email to [email protected] | ||
| Deposited On: | 15 Jan 2015 22:42 | ||
| Last Modified: | 13 Feb 2025 08:52 |
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