Employee service abandonment in offshore operations: A case study of a US multinational in India

Mehmet Demirbag; Kamel Mellahi; Sunil Sahadev; Joel Elliston

doi:10.1016/j.jwb.2011.04.004

Employee service abandonment in offshore operations: A case study of a US multinational in India

Mehmet Demirbag^*
, Kamel Mellahi
, Sunil Sahadev
, Joel Elliston

^*Corresponding author for this work

Research output: Journal Publication › Article › peer-review

24 Citations (Scopus)

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.

Original language	English
Pages (from-to)	178-185
Number of pages	8
Journal	Journal of World Business
Volume	47
Issue number	2
DOIs	https://doi.org/10.1016/j.jwb.2011.04.004
Publication status	Published - Apr 2012
Externally published	Yes

Free Keywords

BPO
India
MNE
Offshore operations
Service abandonment

ASJC Scopus subject areas

Business and International Management
Finance
Marketing

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10.1016/j.jwb.2011.04.004

Cite this

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title = "Employee service abandonment in offshore operations: A case study of a US multinational in India",

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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AU - Sahadev, Sunil

AU - Elliston, Joel

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AB - 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.

KW - BPO

KW - India

KW - MNE

KW - Offshore operations

KW - Service abandonment

UR - https://www.scopus.com/pages/publications/84857232182

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DO - 10.1016/j.jwb.2011.04.004

M3 - Article

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JO - Journal of World Business

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IS - 2

ER -

Employee service abandonment in offshore operations: A case study of a US multinational in India

Abstract

Free Keywords

ASJC Scopus subject areas

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