Gwendolyn M. Combs|Rachel Clapp?Smith|Sucheta Nadkarni
Managing BPO service workers in India: Examining hope on performance outcomes
University of Nebraska–Lincoln|Purdue University Northwest|Drexel University
abstract much attention given explosion business process outsourcing bpo operations india little concern however paid performance indian service workers fastpaced sometimes turbulent environments using sample 160 service workers privately held bpo firm india examine relationship indian service workers hope performance outcomes regression structural equation model analyses indicated significant positive relationship indian service workers levels hope performance promising results highlight importance measuring managing employee hope maximize employee productivity performance effectively developing managing levels employee hope indian bpo firms effectively combat employee problems attrition stress burnout plagued bpo industry hope may also help mitigate influence aspects indian culture human resource management practices indian bpos 2010 wiley periodicals inc