Call centres’ employment practices in global value networks: A view from Argentina as a receiving economy

Bono, Andrea Del; Gorjup, María Tatiana; Henry, Laura A.; Valverde, Mireia

doi:10.1177/0143831x12462488

Cited by 5 publications

(5 citation statements)

References 40 publications

(68 reference statements)

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“…From the perspective of the client company, the use of outsourcing allows access to differentiated human resources, costs reduction, and higher levels of innovation and quality service (Chou et al, 2015). Regarding contact centers, outsourcing is frequently employed (Del Bono et al, 2013) allowing forecast demands and staffing decisions to be managed by an external firm whose primary focus is the contact center operations (Koçağa et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

Managing motivation in the contact center: The employment relationship of outsourcing and temporary agency workers

Sobral

Chambel

Castanheira

2016

Economic and Industrial Democracy

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Grounded in self-determination theory (SDT), this research builds a motivation profile typology of contingent workers in the contact center industry, compares outsourcer (OW) and temporary agency workers' (TAW) profiles, and differentiates their human resources practices (HRP) perceptions and affective commitment. The hypotheses were tested in a sample of 2078 Portuguese contingent workers, through several statistical procedures, including latent profile analysis. Six profiles were identified. As expected, OW were mostly in the more intrinsic profiles, whereas TAW were in the more extrinsic ones. However, the contingent employment format did not moderate the relationship between motivation, HRP perceptions, and affective commitment.

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Section: Introductionmentioning

confidence: 99%

Managing motivation in the contact center: The employment relationship of outsourcing and temporary agency workers

Sobral

Chambel

Castanheira

2016

Economic and Industrial Democracy

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“…This echoes research on the vulnerability of intermediary positions in brokerage relations [53][54][55], and on the challenges posed by commercial work in the healthcare sector, for example the pressures faced by medical representatives [39,40], and by health workers in private employment [56,57]. The findings fit within a wider context of precaritisation for work [58], as pressure to be competitive in global markets has incentivised governments and companies to pursue flexibility in employment relations and working time arrangements [59,60], but also chime with concerns regarding the growth of flexible labour in the 'gig' economy [61]. The locally and globally competitive nature of commercial healthcare facilitation, and the need to cater to the demands of healthcare consumers and providers, appears to encourage a particularly pernicious set of employment relations that rely on overwork and labour flexibility.…”

Section: Discussionmentioning

confidence: 76%

Going for brokerage: strategies and strains in commercial healthcare facilitation

Hunter

2020

Global Health

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Background: The formation of domestic and global marketplaces during the past 50 years has opened up new commercial opportunities for third-party activity in healthcare systems. Commercial mediation of access to healthcare is one recent area of activity that sees companies and individuals offering to organise healthcare and travel in return for payment. With varying degrees of control over the location, type, cost and experiences of healthcare provisioning, these intermediaries occupy potentially influential positions in healthcare systems and yet much of their work is poorly understood. Methods: Drawing on social science theories of brokerage, this article presents a novel analysis of commercial healthcare facilitation. It focuses on facilitation companies and their workers as central, intermediating actors for people to access healthcare in markets characterised by complexity. Semi-structured interviews were conducted with people working in domestic and international healthcare facilitation in London and Delhi, and data were analysed using a framework approach that emphasises the structural features and personal agencies for this area of work. Results: Findings point to an institutional environment for commercial healthcare facilitation marked by competition and the threat of obsolescence. The activities of rivals, and the risk that users and providers will bypass intermediaries, compels facilitation companies to respond strategically and to continuously pursue new populations and activities to mediateto go for broke. These pressures percolate into the lives of people who perform facilitation work and who describe a physical and mental burden of labour incurred by onerous processes for generating and completing facilitation work. The need for language interpretation services introduces an additional set of relations and has created further points of tension. It is an environment that engenders mistrust and anxiety, and which incentivises exploitation and a commodification of users whose associated commissions are highly prized. Conclusion: Brokerage analysis provides valuable insights into the strategies and strains for commercial mediation of access to healthcare, and the findings indicate opportunities for further research on the contributions of interpreters, diplomatic and business networks, and new technologies, and on the growth of new forms of mediation in domestic and overseas settings.

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“…Social research dealing with measurable data will have to use a quantitative research method applied either on pre-existing data provided by various sources (secondary data) or on data produced ad hoc by the researcher him/herself (primary data). Then, we based our study on secondary data, due to the difficulties to find complete data and information about cross-border acquisitions by Indian MNEs, similarly to other studies in this area (Bono et al, 2012;Neubert, 2018;Rienda et al, 2013). After completing this process, the final sample was 357 OFDIs in 75 countries (163 acquisitions and 194 greenfield investments).…”

Section: Methodology Samplementioning

confidence: 99%

Distance factors and establishment mode choice of emerging‐market multinationals: The moderating effect of administrative distance

García

Quer

Andreu

2021

European Management Review

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Regulations, governance quality, and political structure are important factors that may alter the cost and difficulties associated with doing business in foreign markets. Emerging-market multinationals (EMNEs), with an imperative motivation to go abroad and to be competitive in a global landscape, should consider the impact of administrative distance, namely, the regulatory institutional differences between home and host countries. We suggest that the study of administrative distance is particularly important when addressing investment flows from emerging economies to developed ones, because of the differences between them. Drawing on transaction cost theory and institutional perspective, we analyze the moderating effect of administrative distance on the relationship between other cross-national distance factors-cultural, geographic and economic-and establishment mode choice of EMNEs. From a sample of 357 outward foreign direct investments carried out by Indian firms, our results show that administrative distance moderates the relationship between cultural, geographic and economic distance, and establishment mode decisions.

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Call centres’ employment practices in global value networks: A view from Argentina as a receiving economy

Cited by 5 publications

References 40 publications

Managing motivation in the contact center: The employment relationship of outsourcing and temporary agency workers

Managing motivation in the contact center: The employment relationship of outsourcing and temporary agency workers

Going for brokerage: strategies and strains in commercial healthcare facilitation

Distance factors and establishment mode choice of emerging‐market multinationals: The moderating effect of administrative distance

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