The interface between technology and customer cyberbullying: Evidence from India

[1]  Premilla D'Cruz,et al.  Navigating the extended reach: Target experiences of cyberbullying at work , 2013, Inf. Organ..

[2]  P. D’Cruz,et al.  Breathers, Releases, Outlets and Pauses: Employee Resistance in the Context of Depersonalized Bullying , 2013 .

[3]  Marek Korczynski,et al.  Customer abuse to service workers: an analysis of its social creation within the service economy , 2013 .

[4]  Gina S. Warren Executive Summary (2013) , 2013 .

[5]  Vandana Nath Aesthetic and emotional labour through stigma: national identity management and racial abuse in offshored Indian call centres , 2011 .

[6]  S. Ramsay,et al.  Work‐place bullying: A group processes framework , 2011 .

[7]  C. Upadhya Book Review of Employee identity in Indian call centres: The notion of professionalism Ernesto Noronha, Premilla D'Cruz, 2009. Response Books (Sage), New Delhi, 2009 , 2010 .

[8]  Employee Dilemmas in the Indian ITES—BPO Sector , 2010 .

[9]  P. D’Cruz,et al.  Employee Identity in Indian Call Centres: The Notion of Professionalism , 2009 .

[10]  P. D’Cruz,et al.  Experiencing depersonalised bullying: a study of Indian call-centre agents , 2009 .

[11]  Helen LaVan,et al.  Bullying in the U.S. Workplace: Normative and Process-Oriented Ethical Approaches , 2008 .

[12]  Ravi Dharwadkar,et al.  The importance of being `Indian': Identity centrality and work outcomes in an off-shored call center in India , 2008 .

[13]  Andrew J. Flanagin,et al.  The Destructive Potential of Electronic Communication Technologies in Organizations , 2008 .

[14]  D. Yagil When the customer is wrong: A review of research on aggression and sexual harassment in service encounters , 2008 .

[15]  Susan K. Lippert Trust in Computer-Mediated Communications: Implications for Individuals and Organizations , 2008 .

[16]  W. Poster,et al.  Who's on the Line? Indian Call Center Agents Pose as Americans for U.S.-Outsourced Firms , 2007 .

[17]  P. Bain,et al.  ‘India calling to the far away towns’ , 2005 .

[18]  Lance A. Bettencourt,et al.  Customer-oriented boundary-spanning behaviors: Test of a social exchange model of antecedents , 2005 .

[19]  M. Alvesson,et al.  Interfaces of control. Technocratic and socio-ideological control in a global management consultancy firm , 2004 .

[20]  L. Harris,et al.  The Consequences of Dysfunctional Customer Behavior , 2003 .

[21]  Marek Korczynski Communities of Coping: Collective Emotional Labour in Service Work , 2003 .

[22]  Lisa M. Moynihan,et al.  The viability of alternative call centre production models , 2002 .

[23]  P. Thompson,et al.  Edwards Revisited: Technical Control and Call Centres , 2000 .

[24]  John R. Carlson,et al.  Channel Expansion Theory and the Experiential Nature of Media Richness Perceptions , 1999 .

[25]  Alan R. Dennis,et al.  Rethinking media richness: towards a theory of media synchronicity , 1999, Proceedings of the 32nd Annual Hawaii International Conference on Systems Sciences. 1999. HICSS-32. Abstracts and CD-ROM of Full Papers.

[26]  Karen Shire,et al.  Beyond bureaucracy? Work organization in call centres , 1998 .

[27]  Anshuman Prasad,et al.  Everyday struggles at the workplace: The nature and implications of routine resistance in contemporary organizations. , 1998 .

[28]  John P. Meyer,et al.  A three-component conceptualization of organizational commitment , 1991 .

[29]  R. Eisenberger,et al.  Perceived organizational support. , 1986 .

[30]  Richard L. Daft,et al.  Organizational information requirements, media richness and structural design , 1986 .

[31]  J. Dovidio,et al.  The aversive form of racism. , 1986 .