Attrition

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Employee Attrition and Retention:
Exploring the Dimensions in the urban centric
BPO Industry
Synopsis of the thesis to be submitted in fulfillment of the
requirement for the Degree of
DOCTOR OF PHILOSOPHY
in
MANAGEMENT
By
Santoshi Sen Gupta
Enrollment No: 064009502
Under the guidance of
Dr. Aayushi Gupta
JAYPEE INSTITUTE OF INFORMATION TECHNOLOGY, NOIDA
A-10, SECTOR 62, NOIDA, INDIA
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TABLE OF CONTENTS
S. No.
Topic
Page No.
1.1 Basic Introduction
3
1.2 Need of the research
5
1.3 Aim of the research
6
1.4 Objectives of the study
9
1.5 Research Methodology
10
1.6 Significance of the Study
10
1.7 Scope of the study
11
2.0 Literature Review
11
2.1 Introduction
11
2.2 BPO: An overview
12
2.2.1 Market Size of BPO in India
12
2.2.2 Growth of Indian BPO Industry
12
2.2.3 Attrition in BPO
13
2.3 Employee Motivation
15
2.4 Employee Involvement
15
2.5 Hackman and Oldham’s Job Characteristic Model
16
2.6 Conceptual model of the research
16
3.0 Research Methodology
17
4.
Exploring the dimensions of attrition in the BPO industry
18
4.1 Secondary Data Analysis
18
4.2 Primary Data Analysis
21
5.
Exploring the dimensions of employee retention
24
5.1 Retention Factors
24
5.2 Regression Model of Retention
26
5.3 Model Validation
28
6.
Conclusions
28
6.1 Analogy with established theories
28
6.2 Implications of the Study
30
6.3 Recommendations: Developing Retention Strategy
31
6.4 Limitations and scope for further research
33
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