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.     

Theorizing in the qualitative study of mergers & acquisitions

This paper focuses on theorizing in the study of mergers and acquisitions (M&As), a globally significant inter-organizational phenomenon. We analyze 76 qualitative papers on M&As published in leading management journals between 1966–2016. We identify five modes of theorizing in the study of M&As. We find that M&A scholars make theoretical contributions using different theoretical positioning and research design strategies. The majority of the papers offer a contribution to middle-range theorizing (i.e., the literature on M&As), while a third of the papers also contribute to higher-order, or grand theories in management. In closing, this leads us to call for a rejuvenation of middle-range theorizing in management research.     

Challenges in approximating the Black and Scholes call formula with hyperbolic tangents

Decisions in Economics and Finance - In this paper, we introduce the concept of standardized call function and we obtain a new approximating formula for the Black and Scholes call function through...     

固定资产减值可收回金额的探讨

固定资产减值的核心问题是可收回金额的确认和计量。文章主要阐述了可收回金额在固定资产减值中的具体应用,处理固定资产减值可收回金额时存在的问题,以及相应的完善和发展对策。     

Ringing the changes? Union recognition and organisation in call centres in the UK finance sector

The massive rise in UK call centre employment in recent years has been closely related to developments in the finance sector. This paper analyses these developments in order to contextualise the organisational experiences of unions in the sector. Recruitment activity in both hostile and compliant employer environments, and findings from the first national survey of call centre employees’ attitudes towards trade unionism, are discussed, and the prospects for union recruitment and organisation are assessed.     

The Dark Side of Deeply Meaningful Work: Work‐Relationship Turmoil and the Moderating Role of Occupational Value Homophily

How are close personal relationships experienced by people in deeply meaningful work? Drawing upon in‐depth interview data with 82 international aid workers, I offer three distinct contributions. First, I find that people who experience their work as deeply meaningful have high work devotion. I identify boundary inhibition as a mechanism to explain why they participate more willingly in overwork and erratic work, despite giving rise to time‐ and trust‐based conflict in their relationships. Second, I find that people with high work devotion often also experience emotional distance in their personal relationships when their close others don’t value their work – a context I call occupational value heterophily. This disconnection‐based conflict compounds the time‐ and trust‐based conflict and engenders an emotionally agonizing situation, which I call work‐relationship turmoil. Third, when close others do value their partner’s work – a context I call occupational value homophily – it fosters an emotional connection and offers an avenue for work‐relationship enrichment. These findings draw upon deeply meaningful work to detail the multi‐faceted work‐relationship experience among those with high work devotion.     

Data protection in the outsourced call centre: an exploratory case study

Against a backdrop of growing concern about the protection of consumer data as it is transferred to call centres in offshore locations, this article examines data protection (DP) compliance in the multi-client outsourced call centre. Using an in-depth single case study of a South African outsourcer and drawing on the now extensive body of call centre research, it argues that routine DP compliance is predominantly driven by the employment relationship and the client contract. With no research of this nature ever having been undertaken previously, it is argued that compliance is affected by the manner in which employees are paid, contracted and performance managed. This study also confirms that the employment relationship is an information security measure for organisations.     

分数布朗运动环境下的美式看涨期权的定价方法

在分数布朗运动模拟算法基础上,提出了分数布朗运动环境下标的资产价格过程的一种数值模拟方法。然后应用于欧式和美式看涨期权定价。结果表明,该方法具有很快的收敛速度,而且基于最小二乘方法和偏最小二乘方法的美式看涨期权价格,都与对应的欧式看涨期权价格几乎完全一样。这恰恰验证了不支付红利的条件下,美式看涨期权不应该提前执行的理论论断。     

Management problems in welfare services: the role of the “social entrepreneur” in home-help for the elderly, the Valby case

This article deals with the management problems of the traditional welfare state. The article is based on observations and interviews with employees in the home-help service for the elderly in Valby, a suburb of Copenhagen. On the basis of observations and interviews, and with reference to various relevant studies, the history of home-help in Denmark is examined as a “narrative” in order to uncover critical problems and incidents. In Valby an attempt has been made to promote flexibility and interaction with clients, rather than a standardisation of the services offered. The practical expression of this approach can be seen in the shape of a new entrepreneurial role in management, what I call the social entrepreneur. I discuss briefly how support for this new role can be institutionalised. At the theoretical level, I analyse the Valby case using the theory of flexible specialisation. However, the Valby case illustrates the contextual limitations of this theory and the need to complement the approach with an understanding of management problems at the practical level.     

'Fun and surveillance': the paradox of high commitment management in call centres

Much of the research into telephone call centres has focused on the coercive employment systems which are adopted in these organizations. This appears to contrast with the high levels of customer service and satisfaction which are often required for them to be successful. Our research, which is based on two case studies of call centres studied in depth, challenges this 'satanic mills' image. We explore the ways in which both companies sought to balance the pressures in the product and labour markets and employee needs to develop strategies which combined elements of commitment and control. They developed sophisticated human resource practices, which resembled the high commitment management approach, while, at the same time, maintaining a highly controlled and measured work environment. Consequently, there was a greater alignment between their HR practices and control systems, the needs of employees and the high quality of interactions with customers expected. This suggests that high commitment practices are not automatically associated with extensive employee discretion, as has been argued in the manufacturing sector. HR practices of this kind can be used to offset some of the worst features of call centre working. These findings illustrate the variety of HR practices in call centres and suggest some possible reasons for this diversity.     

Life on the line: exploring high‐performance practices from an employee perspective

Through a case‐based approach, this study addresses the call for employee‐focused research to help us understand whether the high‐performance causal chain is the result of discretionary effort or management control and work intensification. Findings highlight the role of the manager and workplace relationships and emphasise the need for ‘good practice’.     

Talk as Technique – A Critique of the Words and Deeds Distinction in the Diffusion of Customer Service Cultures in Call Centres

ABSTRACT   This paper critically explores the common distinction made between words and deeds (or ideas and techniques) in the diffusion of management knowledge literature. The concern with whether management ideas are really being implemented in an organizational context intuitively points to the possibility of a contrast between simply talking about a practice or 'hype' and practical implementation. Drawing on empirical research on the diffusion of customer service culture in two call centres where 'verbal labour' predominates, it is argued that this distinction is important, but overdrawn. Eschewing discursive reductionism, the concepts of 'talk in work' and 'talk about work' are developed to illustrate how talk can be a technique of implementation in its own right.     

Intertemporal recursive utility and an equilibrium asset pricing model in the presence of Lévy jumps

This paper presents an equilibrium formulation of asset pricing in an environment of mixed Poisson–Brownian information with recursive utility. The optimal portfolio choice problem is studied together with a derivation of Euler equation as necessary condition for optimality. It is further shown that the price processes governed by the Euler equation, together with the market clearing conditions, constitute the equilibrium price processes. Closed form formulas are derived for European call options and for other derivative securities in a particular parameterization of the economy. The derived option pricing formula contain many existing models as special cases, and is potentially useful in explaining the moneyness biasedness associated with Black–Scholes model.     

A female ghetto? Women's careers in call centres

Although several studies have shown that women make up the majority of the call centre workforce, their role and position in this new and expanding industry has not yet been examined. This article makes a contribution to the research gap by exploring the extent and nature of the career opportunities open to women within call centres. Current portrayals of call centre work appear to indicate that these new workplaces offer very little in the way of either job satisfaction or potential for career progression. Indeed, on the basis of existing research evidence it could be concluded that call centres represent little more than female job ‘ghettos’. The article assesses this claim by drawing on women's own accounts of their work experiences and their perceptions of their prospects.     

‘Post‐Third‐World City' or Neoliberal ‘City of Exception'? Rio de Janeiro in the Olympic Era

This article considers processes of urban development within the context of mega‐event preparations in Rio de Janeiro. We begin with a brief overview of these development processes, highlighting their connections to political and economic change in recent years. Proponents of these mega‐event‐led initiatives argue that Rio is undergoing a period of inclusive growth and integration: a perspective we call here a ‘post‐Third‐World city' narrative of urban renewal. Critics, however, contend that urban officials are harnessing mega‐events (e.g. the 2014 World Cup and the 2016 Olympic Games) to push forward a neoliberal agenda of socially unjust policies benefiting the interests of capital and marginalizing the city's poor and especially its favelas (i.e. the ‘city‐of‐exception' thesis). In this article we explore the insights of these two perspectives and consider why they have grown popular in recent years. Though we side generally with the city‐of‐exception thesis, we argue that important geographic and historical particularities must also be accounted for. Without carefully situating analytical perspectives empirically—in particular, cases in which theoretical models are drawn from European and North American contexts—urban researchers risk concealing more than they reveal in analyses of rapidly developing countries like Brazil.     

呼叫中心在物流业中的应用及其营运管理优化

分析了物流行业中呼叫中心的运营现状,阐述了呼叫中心的运营管理问题,旨在通过呼叫中心运作流程的优化,使其在物流系统中收到更加突出的成效。     

Urban Politics as the Unfolding of Social Relations in Place: The Case of Sexually Transmitted Disease Investigation in Mid‐Twentieth‐Century Gay Seattle

Recent debates in urban politics stress the need to broaden conceptions of what counts as urban politics, as well as of where they take place. This means shifting attention to include more quotidian and prosaic social relations, including those taking place in spaces of civil society. We answer this call with a case study of the relations between an emerging gay male community in mid‐twentieth‐century Seattle, USA and the local public health department’s disease investigators (DIs). We focus on both the biopolitics and cultural politics of the investigation process, from the perspectives of both DIs and gay men. We point out certain tensions and paradoxes in these processes as a form of governmentality, and interpret them through a ‘noir’ cultural lens that is consistent with a notion of urban politics as the unfolding of social relations in place. We conclude by stressing how our findings and framework can augment urban political inquiry both intellectually and empirically.     

Revealed preference test and shortest path problem; graph theoretic structure of the rationalizability test

This paper presents some substantial relationships between the revealed preference test for a data set and the shortest path problem of a weighted graph. We give a unified perspective of several forms of rationalizability tests based on the shortest path problem and an additional graph theoretic structure, which we call the shortest path problem with weight adjustment. Furthermore, the proposed structure is used to extend the result of Quah (2014), which sharpened classical Afriat’s Theorem-type results.     

Discussion: Statistics Research in Business and Industry ‐ The General Electric Experience

For over 60 years, the statistics group at General Electric (GE) has used statistical methods to successfully address key company issues, both reactively and in recent years more and more proactively and holistically. Much of this work invariably calls for some degree of statistics research, including what we now call statistical engineering. We briefly review the history of research at GE, describe the accomplishments, research, and evolution of the GE statistics group over time, and present our views on the state of statistics research in business and industry.     

Economics,Politics and Nations: Resistance to the Multidivisional Form in France,Germany and the United Kingdom, 1983–1993*

ABSTRACT This paper assesses economic, political and national institutional explanations for continued resistance to the multidivisional form in France, Germany and the United Kingdom during the 1980s and 1990s. It finds that the economics of different diversification strategies play a significant but changing role in the structural choices of large corporations. The political interests of personal, banking and government owners are exercised variably. There remain strong national influences on structural choices, with resistance to the multidivisional form particularly pronounced in Germany. Overall, our results call for an increased contextual sensitivity in management research while acknowledging the possibility of convergent processes in business organization, represented here by the slow progress of the multidivisional firm.