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Employee Identity in Indian Call Centres: The Notion of Professionalism

This book presents an empirical inquiry, rooted in van Manen’s hermeneutic phenomenology, describing the work experiences of Indian call centre agents employed in international facing call centres located in Bangalore and Mumbai. Through a holistic thematic analysis, the study identifi es being professional as the core theme that captures the essence of agents’ lived experience. The notion of professionalism embraced agents’ identity, altering their self-concept and enhancing their self-esteem..

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Employee Identity in Indian Call Centres ii Employee Identity in Indian Call Centres Employee Identity in Indian Call Centres The Notion of Professionalism Ernesto Noronha Premilla D’Cruz Copyright © Ernesto Noronha and Premilla D’Cruz, 2009 All rights reserved. No part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage or retrieval system, without permission in writing from the publisher. First published in 2009 by Response Books Business books from SAGE B1/I-1 Mohan Cooperative Industrial Area Mathura Road, New Delhi 110 044, India SAGE Publications Inc 2455 Teller Road Thousand Oaks, California 91320, USA SAGE Publications Ltd 1 Oliver’s Yard, 55 City Road London EC1Y 1SP, United Kingdom SAGE Publications Asia-Pacific Pte Ltd 33 Pekin Street #02-01 Far East Square Singapore 048763 Published by Vivek Mehra for Response Books, typeset in 10.5/12.5 pt Baskerville MT by Star Compugraphics Private Limited, Delhi and printed at Chaman Enterprises, New Delhi. Library of Congress Cataloging-in-Publication Data Available ISBN: 978-81-321-0079-9 (PB) The SAGE Team: Reema Singhal, Pranab Jyoti Sarma, Amrita Saha and Trinankur Banerjee ... - tailieumienphi.vn
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