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ERIC Number: EJ800182
Record Type: Journal
Publication Date: 2007-Jun
Pages: 26
Abstractor: As Provided
Reference Count: 53
ISBN: N/A
ISSN: ISSN-1052-0147
Reconciling Dichotomous Demands: Telemarketing Agents in Bangalore and Mumbai, India
Noronha, Ernesto; D'Cruz, Premilla
Qualitative Report, v12 n2 p255-280 Jun 2007
Though outsourcing has created enormous employment potential in India's information technology enabled services/business process outsourcing (ITES/BPO) sector, the implications for employees remain to be understood. The present paper describes employee experiences in telemarketing outbound call centers in Bangalore and Mumbai, India. Following van Manen's (1998) hermeneutic phenomenological approach, data were collected through unstructured conversational interviews with 18 telemarketing agents identified via snowball sampling and were subject to holistic and sententious thematic analyses. Reconciling dichotomous experiences at work was the label used to capture participants' core experiences and indicated that while participants' simultaneous positive and negative experiences contributed to a sense of concomitant stress and well-being, they employed various strategies to maintain a balance between positive experiences/well-being and negative experiences/stress. (Contains 1 figure and 4 notes.)
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Publication Type: Journal Articles; Reports - Descriptive
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: India