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...

The emergence of globally distributed call-center networks, such as Dell International Support Service, has fundamentally increased the challenges to the management. This new trend of networking faces the risk of extensive demand fluctuation both over locations and over time. Existing literature...