Purpose – Increasing turnover of frontline staff in call centres is detrimental to the delivery of quality service to customers. This paper aims to present the context for the rapid growth of the business process outsourcing (BPO) sector in India, and to address a critical issue faced by call...

Managing Boundary Spanning Elements: An Introduction -- Customer Cyberbullying: The Experiences of India's International-Facing Call Centre Agents -- A Study of Service Worker Burnout in Russia -- Drivers of Salesperson's Customer Orientation - A Work Value Perspective -- Exploring the Role of...

This paper explores the linkage between performance benchmarking and strategic homogeneity of Indian commercial banks. It devises a method of benchmarking performance of Indian commercial banks using their published financial information. Performance is defined by how a bank is able to utilise...

The purpose of this paper is to understand and explain the internationalization process of Indian pharmaceutical firms through a variety of entry mode theories. Eight competing theories of entry mode are applied to the case and compared for their relative efficacy in explaining the...

This paper explores the linkage between strategic grouping and performance of the Indian banking sector. Strategic grouping and performance were identified using published financial information for all public sector banks. Grouping of Indian public sector banks following comparable financial...