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Managing Bpo Service Workers In India: Examining Hope On Performance Outcomes, Gwendolyn M. Combs, Rachel Clapp-Smith, Sucheta Nadkarni

Department of Management: Faculty Publications

Much attention has been given to the explosion in business process outsourcing (BPO) operations in India. Little concern, however, has been paid to the performance of Indian service workers in these fast-paced and sometimes turbulent environments. Using a sample of 160 service workers from a privately held BPO firm in India, we examine the relationship between Indian service workers’ hope and their performance outcomes. Regression and structural equation model analyses indicated a significant positive relationship between Indian service workers’ levels of hope and their performance. These promising results highlight the importance of measuring and managing employee hope to maximize employee …