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Direct linkLittle, Laura M.; Nelson, Debra L.; Quade, Matthew J.; Ward, Andrew – Journal of Vocational Behavior, 2011
This paper utilizes conservation of resources (COR) theory and two of Hofstede's (1980) dimensions of culture (individualism and power distance) to examine the impact of display rules on job satisfaction and performance in an Indian call center sample. Contrary to findings in an American sample (Wilk & Moynihan, 2005), we proposed that due to…
Descriptors: Fatigue (Biology), Job Satisfaction, Job Performance, Cultural Differences
Mirchandani, Kiran – Journal of Workplace Learning, 2012
Purpose: This paper aims to focus on the communications skills training given to transnational call center workers in India whose jobs involve providing customer service to Western customers. Emotion work is a key component of customer service jobs, and this work is constructed as an important soft skill. Design/methodology/approach: Between 2002…
Descriptors: Foreign Countries, Job Skills, Communication Skills, Telecommunications
Lanik, Martin – ProQuest LLC, 2010
The purpose of the present research was to (a) develop a culturally-universal measure of implicit citizenship performance theories and (b) examine cross-cultural differences in the construct. The final measure consisted of four factors--Discourtesy, Interpersonal Harmony, Conscientiousness, and Initiative. Cross-country comparisons using the new…
Descriptors: Job Performance, Cultural Differences, Foreign Countries, Comparative Analysis
