Summary information
Study title
Internal Marketing and Performance Surveys of India Call Centres, 2007-2009
Creator
Malhotra, N., Aston University, Aston Business School
Budhwar, P., Aston University, Aston Business School
Study number / PID
6487 (UKDA)
10.5255/UKDA-SN-6487-1 (DOI)
Data access
Restricted
Series
Not available
Abstract
Abstract copyright UK Data Service and data collection copyright owner.
Internal Marketing and Performance Surveys of India Call Centres, 2007-2009 examined the topics of human resource management and internal marketing in Indian call centres. The data available from the UK Data Archive are from the second phase of research which aimed to gain an in-depth understanding about the nature of internal marketing strategies of various types of call centres operating in India. A self-completion questionnaire was administrated to three major business process outsourcing companies in India
Further information about the research is available from the ESRC Award web page.
Main Topics:
The study explores the following themes in relation to front-line employees in Indian call centres:
- organisational commitment
- service quality
- productivity
- rewards
- turnover intentions
Topics
Keywords
Methodology
Data collection period
01/03/2007 - 01/08/2008
Country
India
Time dimension
Cross-sectional (one-time) study
Analysis unit
Individuals
National
Universe
Front-line employees working in three Indian call centres, 2007-2009
Sampling procedure
Convenience sample
Kind of data
Numeric
Data collection mode
Postal survey
Funding information
Grant number
RES-000-22-1876
Access
Publisher
UK Data Service
Publication year
2010
Terms of data access
The Data Collection is available to UK Data Service registered users subject to the End User Licence Agreement.
Commercial use of the data requires approval from the data owner or their nominee. The UK Data Service will contact you.
Related publications
Not available