IDEAS home Printed from https://ideas.repec.org/a/ids/ijbire/v27y2022i3p383-394.html
   My bibliography  Save this article

Client or employer identification matters? Differential outcomes of dual identification in Indian call centres

Author

Listed:
  • Diya Das
  • Ramesh Mohan

Abstract

Literature shows that organisational identification has important implications in employee performance and their intention to leave a firm. In this paper, we explore the differential implications of employee identification in settings where the employees are employed by one firm but represent client firms in their work. Specifically, the paper investigates how employee identification with the firm that employs them as opposed to the client firm impact their work outcomes such as performance, job satisfaction and intention to leave. Findings from a survey of employees in an off-shored call centre show employee identification with the firm is as important as identification with the client since they develop specific affect for both the organisations that impact their work outcomes. They also foster different outcomes, e.g., intention to leave is affected by identification with the employing firm, while performance is affected by identification and job satisfaction is impacted by both kinds of identifications.

Suggested Citation

  • Diya Das & Ramesh Mohan, 2022. "Client or employer identification matters? Differential outcomes of dual identification in Indian call centres," International Journal of Business Innovation and Research, Inderscience Enterprises Ltd, vol. 27(3), pages 383-394.
    • Handle: RePEc:ids:ijbire:v:27:y:2022:i:3:p:383-394
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=121721
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijbire:v:27:y:2022:i:3:p:383-394. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=203 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.