HRM systems of Indian call centres: an exploratory study

This paper initially highlights the rapid growth in the call centre (CC) sector in developing countries like India. It then makes a case for the investigation of human resource management (HRM) systems of call centres in India. The analysis is based on a two-phase empirical study. Phase one examines the nature and pattern of HRM systems and phase two the emerging issue of attrition in Indian call centres. A mixed research approach comprising in-depth interviews and questionnaire survey was adopted to conduct the investigation. Against the established norms of Indian organizations, the findings highlight the existence of formal, structured and rationalized HRM systems. Core reasons for the increasing levels of attrition are highlighted. The analysis further provides useful information both for academics and practitioners and opens avenues for future research.     

Public Employee Acceptance of New Technological Processes: The case of an internal call centre

Abstract

The present work explores employee acceptance of process innovation in a public administration from a complementary three-fold theoretical perspective, the Technology Acceptance Model (TAM), the Cognitive Model of Satisfaction (CMS) and the Satisfaction-loyalty Model (SLM). The proposed model integrates these approaches, and considers the moderating effect of employees' perceived experience with the new process. Although findings support that behavioural intentions are determined by perceived usefulness, satisfaction and attitude towards the new technology, we find that as employees' perceived experience increases, use intention becomes a routine, and the evaluation of the new process proves irrelevant in terms of usefulness or quality.     

Human resource management in the Spanish call centre sector: the bird cage model of call centre work

This paper examines the nature of human resource management (HRM) in call centres in Spain. After reviewing the institutional perspective and other previous contributions to the characterisation of HRM practices in call centres, the authors present evidence of the use of high commitment working practices (HCWP) in this sector. The findings report only a moderate presence of HCWP in the sector generally, but the analysis points towards the existence of four significant and distinct clusters of HRM practices. The results also show categorical evidence that work discretion is almost non-existent across all of the clusters, even in those with more evolved high commitment practices. This lack of autonomy, as well as an intensive use of performance monitoring systems, leads us to model the results in a bird–cage analogy.     

The inpatriate experience in multinational corporations: an exploratory case study in Germany

Despite inpatriates' growing importance for the scope of international business, research on this specific group of international assignees transferred to the corporate headquarters (HQ) of multinational corporations (MNCs) still remains in its infancy. Due to this research gap, a qualitative approach to the analysis of inpatriates' experiences was selected to uncover directions for subsequent research and derive factors that are relevant in the context of these cross-cultural assignments. This paper reports the results of exploratory interviews with 13 inpatriates assigned to the HQ of three German MNCs. The interviews explored the purpose of inpatriate assignments in MNCs and focused on identifying critical dimensions to assess their success. In addition, the relevance of individuals' cultural background and other factors that may impact on assignment outcomes were examined. The empirical results are instrumental in deriving two major research questions that may guide future research in the field of inpatriate assignments.     

Engaging the professional: organising call centre agents in India

The extremely challenging external environment poses numerous challenges to union formation among call centre agents in India. Complicating matters is the acquired professional identity of call centre agents. In this scenario, the union organising call centre employees envisaged that partnership with employers was the only possibility acceptable to call centre agents, employer organisations and society at large, enabling them to regain some acceptability and credibility for the heretofore tainted Indian trade union movement.     

Plant level performance measurement: an exploratory case study of a pharmaceutical encapsulation company

Over the last few decades, hundreds of books and articles have been written on performance measures in manufacturing companies. A good number of those works has focused on overall organizational performance at the corporate level, business unit performance, and individual performance. Barring a few studies, there has been very little work reported on what specific performance measures are used at the plant and department level at a manufacturing facility. This exploratory research, through a case study of a pharmaceutical encapsulation company addresses those issues. Results show that the managers use a wide variety of measures primarily for meeting corporate targets and implementing a gain-sharing plan. There are not many common measures of performance used by managers for decision-making. None of the managers specifically linked the performance measures to the competitive priorities of the products made at the plant. A few propositions and suggestions for future research are made in the paper.     

Tensions and variations in call centre management strategies

Management strategies in call centres face a series of tensions stemming from conflicts between achieving efficiency and providing a quality service to the customer. Recent research suggests high commitment management (HCM) techniques are being applied in call centres in a paradoxical strategy of ‘low discretion, high commitment’(LDHC). This article presents case findings on four British call centres that confirm the LDHC model but suggest that it operates in a variety of forms. By characterising the research sites according to the combined dimensions of HCM orientation and job design implementation, a typology of LDHC approaches is proposed. These are containment, alleviation, structured employee development and involvement. In essence, the LDHC model is an attempt to reconcile the costs of control with the levers of commitment. However, an examination of the realities of LDHC in action reveals a varied but persistent pull towards control. Fundamentally this exposes LDHC as a substitute for, rather than a reflection of, commitment.     

Tourism satisfaction and perspectives: an exploratory study in Italy

Quality & Quantity - The aim of the paper is to analyze the specific features of tourism in Italy through tourists’ behaviour and satisfaction level and to individuate future...     

Inclusion and inclusion management in the Chinese context: an exploratory study

This study explored the concept of inclusion at both the individual and the organizational levels in the Chinese context. Using interview data from managers and employees of 12 companies located in China with various ownership structures, we conducted content analysis and found similarities between Chinese and Western conceptions of inclusion, as well as some unique characteristics of China. In addition, we identified seven inclusion management practices and three challenges for implementing inclusion management. Finally, the conceptions of inclusion were different across organizational positions and firm ownerships. Overall, this study sheds light on the understanding and management of inclusion for both Chinese companies and multinational companies in China and lays the foundation for future research.     

Online business development services for entrepreneurs: an exploratory study

This paper addresses the use of the Internet to provide business development services such as training, consulting, counselling and networking. Using a Delphi study of experts from around the world, the possible uses of the Internet as well as criteria for successful implementation are presented. Three critical success factors for providing online services are identified. First, an effective use of online resources requires that the inherent strengths of the Internet be exploited. Using online tools when they are perceived to be a ‘second-best’ mode of communication is inefficient and can be counterproductive. Second, personal contact is still very important and can complement online services. Third, successful online services require an effective Internet site and program management. The study also shows that the specific nature of entrepreneurship and entrepreneurs must be carefully considered when developing online services. The entrepreneur is more concerned about his/her problems and is less concerned with the problems of others. However, he or she is willing to participate in a small learning network if the benefits go beyond that of just learning together. Similarly, online training for entrepreneurs should be complemented by a face-to-face component. An efficient/effective pure online training program for entrepreneurs would be very difficult if not impossible to develop and implement.     

Evaluating human capital: an exploratory study of management practice

The article explores the development of systems of human capital evaluation in a number of large UK firms. Human capital is a much used term in business literature, and it is widely recognised that firms need to develop mechanisms to determine the value of their employee base. An extensive human capital literature has developed in which the authors propose elaborate systems for measuring a firm's human assets. This article does not seek to offer yet another human capital model. Rather, the aim is to examine the management practices through which human capital evaluation is undertaken. The article is based on an exploratory study of such practices in 11 major firms in the UK. The findings are highlighted as follows. First, we note the preference for internal over external (static accountancy‐based) reporting. Secondly, we highlight the diverse nature of human capital evaluation systems that exist across UK business. Thirdly, we explore the relationship between practices of evaluation and the role and position of the HR function within the firm. Finally, in conclusion, we address the implications of the human capital perspective for practitioners, arguing that there is no single formula that can be applied to its evaluation. We go on to suggest that the importance of the human capital concept and its measurement may lie in its ability to re‐frame perceptions of the relationship between the contribution of employees and the competitive performance of the business.     

The experience of work in India's domestic call centre industry

The strategic importance of human resources and their contribution to the effectiveness of business firms are receiving increasing recognition worldwide. In this study, I examine different approaches to human resource management (HRM) practices for business firms in different performance categories. Findings obtained from a study of 315 firms in Taiwan demonstrate that organizational performance is significantly related to the management of such human resource functions as planning, staffing, appraisal, compensation, and training and development. The results also indicate that successful firms are often those that adopt a highly effective approach to the management of their human resources.     

Corporate governance practices that address climate change: an exploratory study

This exploratory study sought to investigate how well 98 firms in three industries, across 10 countries, are addressing climate change through five specific governance practices. The findings suggest that non‐US firms demonstrate higher performance on the governance dimensions than their US counterparts. Further, by separating firms into low versus high performers on the governance dimensions, some board structure variables, such as number of directors and an independent board chair, were associated with higher performing firms. The study contributes both to institutional and agency theory. For example, coercive isomorphisms in regions of the world, such as Europe, might be driving firms to demonstrate that they are addressing climate change at the governance level in order to gain legitimacy. As for agency theory, this study offers both confirmatory and contradictory results regarding board independence. For example, firms who separated the CEO–board chair role achieved better governance on climate change, while at the same time firms who demonstrated lack of independence with respect to the inside versus outside director ratio also achieved better governance on climate change. This paves the way for additional research in understanding how board structure influences organizational phenomena. Copyright © 2009 John Wiley & Sons, Ltd and ERP Environment.     

Online image content analysis of political figures: an exploratory study

This study investigates the emotional content of facial images of South Korean politicians. The data were drawn from official websites of 18th National Assembly members. We categorized facial expressions (smiling, frowning, and no expression) by using photos on the websites. The smiling image was the most prevalent facial expression regardless of the socio-political-demographic attributes of the politicians. The existence and strength of the smiling image had significant positive correlations with the politicians’ web visibility. Opposition parties were significantly more likely to show frowning or expressionless images than the ruling party. The more experienced politicians were more likely to continue their use smiling images than similarly aged politicians with less experience.     

Sex worker unionisation: an exploratory study of emerging collective organisation

In a number of Western economies in the last two decades, sex workers have begun to organise themselves in, and be organised by, trade unions for the first time. This article examines the salient processes and outcomes of this phenomenon. It firstly explores the influence of the prostitutes’ rights movements and the emergence of the ‘sex work’ discourse where the selling of sex and sexual services are regarded as a form of ‘emotional’ or ‘erotic’ labour. The advances in sex worker union organisation are recounted before assessing the forces leading to unionisation and those forces that act as impediments to unionisation. The conclusion of the article is that extant sex worker unionisation is a fragile and embryonic phenomenon.     

Tourism donations in sacred settings: an exploratory study of visitor donations in an English cathedral

• This paper explores visitor behaviour in relation to making donations for Chichester Cathedral upkeep. It found that 94% of respondents were aware of the donation appeals and that 71% of them went on to make a donation, with the visitors aged 50 to 69 years and living within 25 mi of the Cathedral being the most frequent and generous donors. When asked to suggest what they would consider an appropriate donation, 44% of respondents gave a figure between £1 and £2. This paper argues that the present donation management measures at Chichester Cathedral are insufficient to bring the desired income and makes recommendations on the measures that Cathedral managers can implement to increase visitor donations. Among these recommendations, the most significant are the profiling of visitors, the identification and targeting of donors' personal meanings to give a donation and, in the case of Chichester Cathedral, to specifically target these meanings on their local, middle‐aged visitors.

Copyright © 2016 John Wiley & Sons, Ltd.     

Core processes and applicant reactions to the employment interview: an exploratory study in Greece

This research explores the employment interview in Greece with two aims: first, to look at the practice of the employment interview from the interviewer perspective, exploring a number of issues, which have been identified as important for increasing interview's effectiveness and second, to look at the role of interviewers' characteristics on applicant reactions and their behavioral intentions to the actual interview, using two independent samples of interviewers (N = 131) and actual job applicants (N = 122), respectively. The results of the first study were quite supportive regarding the effective use of the employment interview in Greece. In the second study, interviewers' personal characteristics were related to applicants' post-interview attitudes and intentions, although this relationship was fully mediated by the overall perception of the interview held by the job applicant. Theoretical and practical implications of the findings are discussed.     

Understanding the adoption of project management in Serbian organizations: Insights from an exploratory study

The article contributes to our understanding of the drivers behind, and the nature of, project management implementation in the complex context of a transitional economy. Relevant insights are generated through an integrated and dynamic analysis of interviews and secondary data from a sample of local organizations, based on a conceptual model of strategic transformation. The analysis concludes with propositions about how both adoption of and resistance to project management implementation in the region could be understood from a strategic point of view, taking into account complex and dissonant circumstances of transition, history, cultural tradition, embedded social values, and identities of individual organizational members.