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Indian call centres and business process outsourcing: a study in union formation
Author(s) -
Taylor Phil,
D'Cruz Premilla,
Noronha Ernesto,
Scholarios Dora
Publication year - 2009
Publication title -
new technology, work and employment
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.889
H-Index - 45
eISSN - 1468-005X
pISSN - 0268-1072
DOI - 10.1111/j.1468-005x.2008.00216.x
Subject(s) - outsourcing , call centre , exploratory research , trade union , business process , business , process (computing) , process theory , business administration , management , industrial organization , process management , marketing , engineering , economics , international trade , sociology , work in process , telecommunications , computer science , social science , operating system
In this exploratory study of union formation in the Indian call centre/business process outsourcing sector, the authors draw upon evidence from the first detailed survey of members of the recently formed UNITES, and from extensive interviews. This paper engages with mobilisation theory and analyses of trade union formation.