is happy to annaounce that a book on UNITES
Professionals with a dedicated chapter
analyzing the birth and organizing strategy
of UNITES Professionals is now published
and is available in book shops across
The Book is "Employee Identity in
Indian Call Centres: The Notion of Professionalism
Written By Noronha, Ernesto (Author),
D'Cruz, Premilla (Author)" This has
been published by Sage Publications
Based on a series of qualitative inquiries
exploring employee experiences of work
in international facing call centres in
Mumbai and bangalore, India, this book
presents the lived experience of call
centre agents, coupled with managers'
perspectives and trade unionists' viewpoints.
The book underscores how employee identity
is defined by the notion of professionalism.
Inculated in agents by employer organizations,
professional identity is invoked as a
means of gaining employee commitment to
the realization of organizational goals
in a bid to ensure competitive advantage.
while professional identity is associated
with a host of priviliges, it not only
results in agents justifying and complying
with organizational requirements and absorbing
job-related strain but also precludes
agents' engagement with collectivist endeavours
aimed at representing and protecting their
interests, causing the nascent trade union
movement in this sector to reinvent itself.
While employer organizations thus rely
on the notion of professionalism to achieve
organizational ends, they admit to discrepancies
in the enactment of professionalism, indicating
the presence of rhetoric.
new and holistic insights gained via rigorous
academic research, this book is of value
to HR and OB professionals and scholars,
industrial relations experts, sociologists,
psychologists and trade unionists, as
well as readers interested in India's
Noronha is Associate professor of Organizational
Behaviour at IIM Ahmedabad. His research
interests include diversity at work, industrial
relations, organizational change, organizational
control, and ICTs and organizations.
D'Cruz is Associate professor of Organizational
Behaviour at IIM Ahmedabad. Her research
interests include emotions in the organizations,
self and identity, organizational control,
and ICTs and organizations.