Human resource management of Indian call centre representatives

Teo, Stephen, Anathram, Subra, Connell, Julia, & Bish, Adelle (2014) Human resource management of Indian call centre representatives. In 28th Australian and New Zealand Academy of Management Conference : Reshaping Management for Impact, 3 – 5 December 2014, Sydney, Australia.


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.

Impact and interest:

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

Full-text downloads:

107 since deposited on 15 Jan 2015
38 in the past twelve months

Full-text downloads displays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.

ID Code: 80115
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
Keywords: India, Strategic HRM, Call Centres, Burnout, Job Satisfaction
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Human Resources Management (150305)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Management
Copyright Owner: Copyright 2014 [please consult the authors]
Deposited On: 15 Jan 2015 22:42
Last Modified: 21 Jan 2015 00:45

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page