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Foreword; Acknowledgements; Table of Contents; List of Tables; List of Figures; List of Abbreviations and Symbols; 1. Business Process Outsourcing in India: An Introduction; 1.1 Business Process Outsourcing; 1.2 India's American Dream Come True; 1.3 Women and BPO; 1.4 Societal Criticism of the BPO Sector; 1.5 Need for Research; 1.6 Research Design and Methods; 1.7 Motivation and Focus of the Study; 1.8 Research Problem; 1.9 Research Methods; 1.9.1 Ethnographic Methods; 1.9.2 Psychometric Methods; 1.9.3 Mixed Methods; 1.10 Participants and Sample; 1.11 Research Framework; 2. Stress.
2.1 Introduction2.2 Theoretical Framework; 2.2.1 Role Stress; 2.2.2 Work-Family Conflict; 2.2.3 Role Stress and Gender; 2.3 Research Hypotheses; 2.4 Research Instruments; 2.4.1 General Role Stress Questionnaire; 2.4.2 Work-Family Scales (WFIBS and WIF/FIW Scale); 2.5 Results, Analyses and Discussion; 2.5.1 Statistical Results; 2.5.2 The Impact of Role Stress on the BPO Employees; 2.5.3 The Missing Aspect of Gender in Perceived Role Stress; 2.5.4 Indian Culture as a Source of Stress; 3. Coping with Role Stress; 3.1 Introduction; 3.2 Theoretical Framework; 3.2.1 "We can deal with stress."
3.2.2 Coping Strategies3.2.3 Maladaptive Coping Strategies or Modern Lifestyle?; 3.2.4 Coping and Gender; 3.3 Research Hypotheses; 3.4 Research Instrument; 3.5 Results, Analyses and Discussion; 3.5.1 Statistical Results; 3.5.2 Youth Culture and Social Networks; 3.5.3 Alcohol and Cigarette Consumption; 3.5.4 Consumerism; 3.5.5 Women; 4. Job Characteristics; 4.1 Introduction; 4.2 Theoretical Framework; 4.2.1 Mass Service vs. High Commitment BPO Units; 4.2.2 Job Characteristic Theories and Models; 4.3 Research Hypotheses; 4.4 Research Instrument; 4.5 Results, Analyses, and Discussion.
4.5.1 Statistical Results4.5.2 Job Characteristics of BPO Units Derived from the Qualitative Research; 5. Psychological Contracts; 5.1 Introduction; 5.2 Theoretical Framework; 5.2.1 History of Psychological Contracts; 5.2.2 Categorization of Psychological Contracts; 5.3 Research Hypotheses; 5.4 Research Instrument; 5.5 Results, Analyses, and Discussion; 5.5.1 Statistical Results; 5.5.2 Transitional Psychological Contract; 5.5.3 Narrow Transactional Contract; 5.5.4 Balanced Psychological Contract; 5.5.5 Psychological Contracts of Women; 6. BPO Units and Indian Society
the Cultural Gap.
6.1 Introduction6.2 Theoretical Framework; 6.2.1 Definition, Measurement, and the Classification of Culture; 6.2.2 Characteristics of the Indian Culture; 6.2.3 The Cultural Gap; 6.2.4 The BPO Subculture; 6.3 Research Hypotheses; 6.4 Research Instrument; 6.5 Results, Analyses and Discussion; 6.5.1 Why Isn't the BPO Group More Individualistic?; 6.5.2 Vertical Collectivism in the BPO Crowd and the Mainstream Indian Culture; 6.5.3 No Gap between Women; 6.5.4 Vertical Collectivism among BPO and non-BPO Employees; 6.5.5 Predisposition to a Cultural Lifestyle?; 7. Conclusions.
2.1 Introduction2.2 Theoretical Framework; 2.2.1 Role Stress; 2.2.2 Work-Family Conflict; 2.2.3 Role Stress and Gender; 2.3 Research Hypotheses; 2.4 Research Instruments; 2.4.1 General Role Stress Questionnaire; 2.4.2 Work-Family Scales (WFIBS and WIF/FIW Scale); 2.5 Results, Analyses and Discussion; 2.5.1 Statistical Results; 2.5.2 The Impact of Role Stress on the BPO Employees; 2.5.3 The Missing Aspect of Gender in Perceived Role Stress; 2.5.4 Indian Culture as a Source of Stress; 3. Coping with Role Stress; 3.1 Introduction; 3.2 Theoretical Framework; 3.2.1 "We can deal with stress."
3.2.2 Coping Strategies3.2.3 Maladaptive Coping Strategies or Modern Lifestyle?; 3.2.4 Coping and Gender; 3.3 Research Hypotheses; 3.4 Research Instrument; 3.5 Results, Analyses and Discussion; 3.5.1 Statistical Results; 3.5.2 Youth Culture and Social Networks; 3.5.3 Alcohol and Cigarette Consumption; 3.5.4 Consumerism; 3.5.5 Women; 4. Job Characteristics; 4.1 Introduction; 4.2 Theoretical Framework; 4.2.1 Mass Service vs. High Commitment BPO Units; 4.2.2 Job Characteristic Theories and Models; 4.3 Research Hypotheses; 4.4 Research Instrument; 4.5 Results, Analyses, and Discussion.
4.5.1 Statistical Results4.5.2 Job Characteristics of BPO Units Derived from the Qualitative Research; 5. Psychological Contracts; 5.1 Introduction; 5.2 Theoretical Framework; 5.2.1 History of Psychological Contracts; 5.2.2 Categorization of Psychological Contracts; 5.3 Research Hypotheses; 5.4 Research Instrument; 5.5 Results, Analyses, and Discussion; 5.5.1 Statistical Results; 5.5.2 Transitional Psychological Contract; 5.5.3 Narrow Transactional Contract; 5.5.4 Balanced Psychological Contract; 5.5.5 Psychological Contracts of Women; 6. BPO Units and Indian Society
the Cultural Gap.
6.1 Introduction6.2 Theoretical Framework; 6.2.1 Definition, Measurement, and the Classification of Culture; 6.2.2 Characteristics of the Indian Culture; 6.2.3 The Cultural Gap; 6.2.4 The BPO Subculture; 6.3 Research Hypotheses; 6.4 Research Instrument; 6.5 Results, Analyses and Discussion; 6.5.1 Why Isn't the BPO Group More Individualistic?; 6.5.2 Vertical Collectivism in the BPO Crowd and the Mainstream Indian Culture; 6.5.3 No Gap between Women; 6.5.4 Vertical Collectivism among BPO and non-BPO Employees; 6.5.5 Predisposition to a Cultural Lifestyle?; 7. Conclusions.