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

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  • Demirbag, Mehmet
  • Mellahi, Kamel
  • Sahadev, Sunil
  • Elliston, Joel

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.

Suggested Citation

  • Demirbag, Mehmet & Mellahi, Kamel & Sahadev, Sunil & Elliston, Joel, 2012. "Employee service abandonment in offshore operations: A case study of a US multinational in India," Journal of World Business, Elsevier, vol. 47(2), pages 178-185.
    • Handle: RePEc:eee:worbus:v:47:y:2012:i:2:p:178-185
    DOI: 10.1016/j.jwb.2011.04.004
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    Cited by:

    1. Niccolò Pisani & Joan Enric Ricart, 2016. "Offshoring of Services: A Review of the Literature and Organizing Framework," Management International Review, Springer, vol. 56(3), pages 385-424, June.
    2. Evan Barlow & Gad Allon & Achal Bassamboo, 2020. "Worker poaching in a supply chain: Enemy from within?," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 41(5), pages 695-709, July.
    3. Manning, Stephan, 2014. "Mitigate, tolerate or relocate? Offshoring challenges, strategic imperatives and resource constraints," Journal of World Business, Elsevier, vol. 49(4), pages 522-535.
    4. Zimmermann, Angelika & Ravishankar, M.N., 2016. "A systems perspective on offshoring strategy and motivational drivers amongst onshore and offshore employees," Journal of World Business, Elsevier, vol. 51(4), pages 548-567.
    5. Alina Grecu & Wolfgang Sofka & Marcus M. Larsen & Torben Pedersen, 2022. "Unintended signals: Why companies with a history of offshoring have to pay wage penalties for new hires," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 53(3), pages 534-549, April.
    6. Denitsa Hazarbassanova Blagoeva & Peter D. Ørberg Jensen & Hemant Merchant, 2020. "Services in International Business Studies: A Replication and Extension of Merchant and Gaur (2008)," Management International Review, Springer, vol. 60(3), pages 427-457, June.

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