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Employee service abandonment in offshore operations: A case study of a US multinational in India
Authors:Mehmet Demirbag  Kamel Mellahi  Sunil Sahadev  Joel Elliston
Institution:1. Department of Psychology, University of Southern California, 3620 South McClintock Ave., SGM 501, Los Angeles, CA 90089, United States;2. School of Social Work, University of Southern California, 669 West 34th Street, Los Angeles, CA 90089, United States;1. Department of Marketing, University of Oulu Business School, P.O. Box 4600, FIN-90014, University of Oulu, Finland;2. Department of Management and International Business, University of Oulu Business School, P.O. Box 4600, FIN-90014, University of Oulu, Finland;1. Technical University of Kosice, Faculty of Mechanical Engineering, Department of Process and Environmental Engineering, Park Komenskeho 5, 042 00 Kosice, Slovak Republic;2. Empa, Swiss Federal Laboratories for Materials Science and Technology, Laboratory for Biomimetic Membranes and Textiles, Lerchenfeldstrasse 5, 9014 St. Gallen, Switzerland
Abstract:Indian Business Process Outsourcing (BPO) exports industry has witnessed an exponential growth over the last few years. This has been accompanied by a shortage of talented skilled workers to serve the BPO sector. Attracting and retaining talented employees has become the chief challenge of HR departments in the BPO industry. This study examines the demographic antecedents of job abandonment among call centre employees in India using a large firm level data. The theoretical and practical implications of the findings are discussed.
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