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...

Does supervision from technological platforms alter gig workers’ motivation and perceptions of control? We address this question with two field studies set in the passenger livery industry. A between-subjects field survey (n=50) finds that while UberX drivers perceive significantly greater...

Purpose – The business process outsourcing (BPO) industry in India is evolving rapidly, and one of the key characteristics of this industry is the emergence of high-end services offered by knowledge processing outsourcing (KPO) organizations. These organizations are set to grow at a tremendous...