Global Call Center Employees in India : Work and Life between Globalization and Tradition

Mayank Kumar Golpelwar analyses why Business Process Outsourcing (BPO) units and their young employees found themselves to be the target of severe criticism from India’s middle classes. Using social and organizational psychological frameworks as well as ethnographic and variance analytic research, the author takes a look at the validity of the criticism against the BPO industry. He uses the framework of cultural theories to analyze and present the gap between the mainstream Indian culture and its rapidly emerging and globalized BPO sub-culture. Contents • Business Process Outsourcing in India • Role Stress and Coping • Job Characteristics • Psychological Contracts • Virtual Migration • BPO Units and Indian Society – the Cultural Gap Target Groups • Researchers and students in the fields of economics, cultural science, social sciences with a focus on cross-cultural work environments, organizational behavior • HR managers involved with outsourcing The Author Dr. Mayank Kumar Golpelwar received his Ph.D. at the University of Bremen, Germany. He is teaching international HRM, cross-cultural management and organizational behavior at the University of Bayreuth and at the City University of Applied Sciences in Bremen.