SearchG1ssF2008

** The Process of Searching for Secondary Literature  ** ** Topic:   **International Communication  Our group began our search with the general topic international communication. The topic international communication can lead to a vast amount of information when searched. We decided to narrow this topic a bit further. Since several of our group members currently work at global companies that are involved with international communication between other countries daily, we concluded that we should focus on a topic that has recently received more attention in the media. The topic chosen for this assignment was outsourcing US jobs to other countries. As the US employment status continues to decline people have become more concerned with the increase in outsourced jobs. It is evident that an increase amount of jobs are being outsourced to India as their country continues to grow. Our goal was to focus on specific outsourcing services that were provided by India to various US companies. As a group, we asked ourselves the following question: // What types of US jobs are being outsourced to India? // The preliminary search concluded that there are several services offered by Indian outsourcing companies. These services include, but are not limited to, call center services, software and IT services, human resource services, and data and document management services. After considering these types of services, we further narrowed our topic by focusing on the following:  With our topic now narrowed to jobs outsourced to India that focused on specific services, we began our search process.  **Narrowed Topic:** Outsourcing to India: Call Centers and Customer Service ** Search Process **  The search approach taken on a topic such as outsourcing call center and customer service jobs to India was a bit different than previous searches conducted by our group. For one, it included a topic that was familiar to the group which resulted in a thorough keyword search. While the search conducted focused on information specific to the communications issues involved, some background information was still considered. Of particular interest was the question of bias. The impression consumers have of these call centers, and the customer service they provide, is often a negative one. In order to combat this potential bias, the group searched for terms that were neutral, negative and positive in order to uncover information from all points of view. The search process for this exercise utilized many sources, such as: As the search process utilized many sources, it was certainly recursive. The process was one of entering many search terms within each source to uncover as much pertinent information as possible. While the actions were repeated, the results were often different – depending upon the source. Below we have provided a list of several keywords used to search on our topic. The results from those searches include related journals, articles, and books that can be used to learn more about this topic.
 * Introduction **
 * 1)  //What is the quality of service that India is providing to the US customers?//
 * 2)  //What are the benefits of outsourcing certain US jobs to India?//
 * 3) <span style="FONT-SIZE: 90%; FONT-FAMILY: 'Times New Roman', Times, serif">  //What are some of the problems that occur with outsourcing jobs to India?//
 * <span style="FONT-SIZE: 11pt; FONT-FAMILY: 'Times New Roman', Times, serif">Joyner Library Website
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif">General article search – this search method provided many results, but most were articles covering a broader sense of the topic than desired. This could serve, however, as a source of background information for an unfamiliar topic.  <span style="FONT-FAMILY: 'Times New Roman', Times, serif">
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif">E-Journal search – using this function of the Joyner Library website, it was possible to locate and search within the academic journals previously discussed in this class. By using this feature of the Joyner site, locating information more specific to professional and technical communications within the topic was facilitate
 * <span style="FONT-SIZE: 11pt; FONT-FAMILY: 'Times New Roman', Times, serif"> Sage Publications Website
 * <span style="FONT-SIZE: 11pt; FONT-FAMILY: 'Times New Roman', Times, serif">Another website utilized to search within journals was the Sage Publications site. This site links the researcher to journals available online, and allows researchers to find information on Sage published journals in order to qualify them as a reliable source.
 * <span style="FONT-SIZE: 11pt; FONT-FAMILY: Wingdings; mso-fareast-font-family: Wingdings; mso-bidi-font-family: Wingdings">   <span style="FONT-SIZE: 11pt; FONT-FAMILY: 'Times New Roman', Times, serif"> Google/Google Scholar
 * <span style="FONT-SIZE: 11pt; FONT-FAMILY: 'Times New Roman', Times, serif"> Google was also used to search for information on the various search terms. Through Google, the group was able to locate some articles and books, as well as some background information on the topic.
 * <span style="FONT-SIZE: 11pt; FONT-FAMILY: 'Times New Roman', Times, serif">Google Scholar offered more academic search results for the various search terms. Many of the possible sources listed were located using this engine. Interestingly, many of the results from Google Scholar searches were different from results from journal searches conducted using the Joyner Library resources.

<span style="FONT-SIZE: 130%; FONT-FAMILY: 'Times New Roman', Times, serif">** Keywords **  <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> <span style="FONT-SIZE: 130%; FONT-FAMILY: 'Times New Roman', Times, serif">** Journals ** <span style="FONT-SIZE: 130%; FONT-FAMILY: 'Times New Roman', Times, serif">** Articles ** <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> <span style="FONT-SIZE: 130%; FONT-FAMILY: 'Times New Roman', Times, serif">** Books ** <span style="FONT-SIZE: 120%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"> **Conclusion** <span style="FONT-SIZE: 90%; FONT-FAMILY: 'Times New Roman', Times, serif"> Outsourcing US jobs to foreign countries has been a political and economic concern for years. One of most important issues is the outsourcing of Customer Service Call Centers to sites in India and the impact on US jobs. Of particular interest is the failure of Indian Customer Service worker to satisfy customers, and rising customer complaints. Our group decided to investigate the use and perceptions of outsourcing Call Centers to India, and explore the validity of concerns about economic impact in the US. We found a myriad of information in numerous types of journals and books, although our principal search was concentrated on Google Scholar Search. Narrowing the topic still revealed many sources of information both about the out-sourced call centers and the perceived economic impact. Surprisingly, given the negative implications in the US popular press, most of the information was of a positive nature. From the corporate perspective, out-sourcing of call centers has been a stunning success. There were fewer articles on negative impact than on positive results. There was less scholarly research into the negative consequences of displacing lower paid US workers and more on the positive effect to the Indian middle classes. Given the current world-wide economic situation, more research into the economic consequences of out-sourcing appears warranted.
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif">   India        <span style="FONT-FAMILY: 'Times New Roman', Times, serif">    call centers
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> India    <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> call centers + problems
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> India    <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> call centers + success
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> India    <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> call centers + quality
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> India    <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> call centers + customer service
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> India    <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> + offshoring + call center
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> Outsourcing
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> Outsourcing jobs
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> Outsourcing jobs +  <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> India
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> Outsourcing jobs + India + call centers
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> Outsourcing jobs + India + call centers + customer service
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> International call centers
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> International communication + India call centers
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> International communication + India call centers + customer service
 * <span style="FONT-FAMILY: 'Times New Roman', Times, serif">International communication + outsourcin g
 * 1)  <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 80%; FONT-FAMILY: 'Times New Roman', Times, serif">  Industrial Relations: A Journal of Economy and Society
 * 2)  <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 80%; FONT-FAMILY: 'Times New Roman', Times, serif">  International Journal of Human Resource Management
 * 3)  <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 80%; FONT-FAMILY: 'Times New Roman', Times, serif">  International of Journal of Cultural Studies
 * 4)    <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 80%; FONT-FAMILY: 'Times New Roman', Times, serif">Journal of Business Communication
 * 5)    <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 80%; FONT-FAMILY: 'Times New Roman', Times, serif">Social Identities
 * 6)    <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 80%; FONT-FAMILY: 'Times New Roman', Times, serif">Managing Service Quality
 * 7)    <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 80%; FONT-FAMILY: 'Times New Roman', Times, serif">The World Economy
 * 8)    <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 80%; FONT-FAMILY: 'Times New Roman', Times, serif">IEEE Transactions on Professional Communications
 * 9)     <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 80%; FONT-FAMILY: 'Times New Roman', Times, serif">Journal of Technical Writing and Communication
 * 10)  <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif">     Global Business Review
 * 11)  <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif">     TechNewsWorld
 * 12)  <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif">     Great Decisions 2005
 * 1) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"> <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif">Bedi, M.D. “The Evolution of Indian Technical Communication Teams Commentary.” __IEEE Transactions on Professional Communication__ 50.2 (2007): 88-90.
 * 2) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif">   <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"> Budhwar, Pawan S., Arup Varma, Virender Singh, and Rohin Dhar . “HRM Systems of Indian Call Centres: An Exploratory Study." __International Journal of Human Resource Management__ 17.5 (2006): 881-897.
 * 3)       <span style="FONT-FAMILY: 'Times New Roman', Times, serif">     <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif">D’Cruz, Premilla and Ernesto Noronha. “Doing Emotional Labor – The Experiences of Indian Call Center Agents.” __Global Business Review__ 9.1 (2008): 131-147.
 * 4) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif">Dossani, R. and M. Kenny. “ Went for Cost, Stayed for Quality?: Moving the Back Office to India.” //Unpublished Manuscript// (2003).
 * 5) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"> Drezner, Daniel W. “The Outsourcing Bogeyman .” __Foreign Affairs__ (2004).
 * 6) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif">Keiningham, Timothy L., Lerzan Aksoy, Tor Wallin Andreassen, Bruce Cooil, and Barry J. Wahren. “Call Center Satisfaction and Customer Retention in a Co-branded Service Context." __Managing Service Quality__ 16.3 (2006): 269-289.
 * 7) <span style="FONT-FAMILY: 'Times New Roman', Times, serif">Kirkegaard, Jacob F. “Offshore Outsourcing-Much Ado About What?” __CESifo Forum__. Feb. 2004. <http://ifo.de/>.
 * 8) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif">Mclaughlin, L. “An Eye on India: Outsourcing Debate Continues.” __Software, IEEE__ 20.3 (2003): 114-117.
 * 9)  <span style="FONT-FAMILY: 'Times New Roman', Times, serif">Mirchandani, K. “ Making Americans: Transnational Call Center Work in India.” //Unpublished Paper// (2003).
 * 10) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> Morphy, Erika. “ Dell Pumps Up Indian Outsourcing Operations.” __CRM Buyer__. 30 Jan. 2006. < http://www.technewsworld.com/story/48579.html>.
 * 11) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif">Mosco, Vincent. “Knowledge and Media Workers in the Global Economy: Antimonies of Outsourcing." __Social Identities__ 12.6 (2006): 771-790.
 * 12) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif">Padmanabhan, Poornima. “Technical Communication Outsourcing: The Twelve Driver Framework.” __IEEE Transactions on Professional Communication__ 50.2 (2007): 109-120.
 * 13) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif">Pal, Mahuya. “The Indian Call Center Experience." __Journal of Business Communication__ 45.1 (2008): 31-60.
 * 14) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif">Pednekar-Magal, Vandana. “Jobs are Going Overseas: The Discursive Construction of Outsourcing.” __Journal of Creative Communications__ 1.3 (2006): 253-266.
 * 15) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif">Poster, Winifred R. “Who's On the Line? Indian Call Center Agents Pose as Americans for U.S.-Outsourced Firms.” __Industrial Relations: A Journal of Economy and Society__ 46.2 (2007): 271-304.
 * 16)  <span style="FONT-FAMILY: 'Times New Roman', Times, serif">Regan, Keith. “ Dell Recalls Tech Support from India After Complaints.” __E-Commerce Times__. 25 Nov. 2003. < http://www.ectnews.com/story/32248.html>.
 * 17) <span style="FONT-FAMILY: 'Times New Roman', Times, serif">Ren, Z. Justin and Yong-Pin Zhou. “Call Center Outsourcing: Coordinating Staffing Level and Service Quality.” __Management Science__. 54.2 (2008): 369-383.
 * 18) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif">Sharma, Dhiraj, Sharad Saxena, and Subrha Aanand. “BPO – The Strategic Alternative for India.” __South Asia__ __Economic Journal__ 6.1 (2005): 117-129.
 * 19) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif">Shome, Raka. “Thinking Through the Diaspora: Call Centers, India, and a New Politics of Hybridity." __International Journal of Cultural Studies__ 9.1 (2006): 105-124.
 * 20) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> <span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-FAMILY: 'Times New Roman', Times, serif">Smith, David. “Offshoring: Political Myths and Economic Reality." __The World Economy__ 29.3 (2006): 249-256.
 * 21) <span style="FONT-FAMILY: 'Times New Roman', Times, serif"> Stokes, Bruce. “ Outsourcing Jobs: U.S. Dilemma.” __Great Decisions__. (2005). <[|http://www.greatdecisions.org]>.
 * 22) <span style="FONT-FAMILY: 'Times New Roman', Times, serif">Taylor, P. and P.M. Bain. “Call Center Offshoring to India: The Revenge of History?” __Labour and Industry__ 14.3 (2004): 15-38.
 * 1)   <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif">Bhagwati, Jagdish. __In Defense of Globalization__.
 * 2)   <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif">Davis, Herbert J., Samir Ranjan Chatterjee, and Mark Heuer. __Management in India__.
 * 3)    <span style="FONT-SIZE: 120%; FONT-FAMILY: 'Times New Roman', Times, serif"> Hyslop, Maitland.   __ Critical Information Infrastructures – Chapter 9: Resilience and Outsourcing Call Centers Offshore: A Case Study __.
 * 4)   <span style="FONT-SIZE: 110%; FONT-FAMILY: 'Times New Roman', Times, serif"><span style="FONT-SIZE: 90%; FONT-FAMILY: 'Times New Roman', Times, serif">Kehal, Harbhajan S. and Varinder P. Singh. __Outsourcing and Offshoring in the 21st Century__.