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.

Abstract

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:

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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

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