@article{3b2b8584089a4ef3b57b048998bc8d6b,
title = "Insights into the Indian Call Centre Industry: Can Internal Marketing Help Tackle High Employee Turnover?",
author = "Budhwar, \{Pawan S.\} and Arup Varma and Neeru Malhotra and Avinandan Mukherjee",
note = "12 Pages Posted: 3 Nov 2012 Date Written: 2009 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 centre organisations in this sector - the high employee turnover.",
year = "2009",
month = jul,
day = "31",
doi = "10.1108/08876040910973459",
language = "American English",
volume = "23",
journal = "Journal of Services Marketing",
number = "5",
}