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Full-Text Articles in Business
The Indian Call Centre Industry: National Benchmarking Report Strategy, Hr Practices, & Performance, Rosemary Batt, Virginia Doellgast, Hyunji Kwon, Mudit Nopany, Priti Nopany, Anil Da Costa
The Indian Call Centre Industry: National Benchmarking Report Strategy, Hr Practices, & Performance, Rosemary Batt, Virginia Doellgast, Hyunji Kwon, Mudit Nopany, Priti Nopany, Anil Da Costa
Virginia Doellgast
Report of the Global Call Centre Industry Project The dramatic growth of the call center industry is a world-wide phenomenon, fueled by advances in information technologies and the precipitous decline in the costs of voice and data transmission over the last two decades. As part of this global industry, call centres in India have experienced spectacular growth in the last five years. They generate seventy percent of the revenues of the Indian Business Process Outourcing (BPO) industry, according to estimates by Mckinsey (www.nasscom.org). This rapid growth has also brought managerial challenges in terms of recruitment,staffing, training, and retention of workers …
Agency Theory Implications For Strategic Human Resource Management: Effects Of Ceo Ownership, Administrative Hrm, And Incentive Alignment On Firm Performance, Theresa M. Welbourne, Linda A. Cyr
Agency Theory Implications For Strategic Human Resource Management: Effects Of Ceo Ownership, Administrative Hrm, And Incentive Alignment On Firm Performance, Theresa M. Welbourne, Linda A. Cyr
Theresa M. Welbourne, PhD
Agency theory is used to expand the research in strategic human resource management (SHRM) by viewing the construct underlying SHRM as control over all employees. We develop hypotheses on the effects of CEO ownership, administrative HRM, and incentive stock ownership on firm performance. The results indicate that administrative HRM has a negative effect on stock price. Incentive alignment via stock ownership has a positive effect on stock price and productivity. CEO ownership has a positive effect on sales but a negative impact on productivity. Implications for theory and practice are discussed.
Employee Voice, Human Resource Practices, And Quit Rates: Evidence From The Telecommunications Industry, Rosemary Batt, Alexander J.S. Colvin, Jeffrey Keefe
Employee Voice, Human Resource Practices, And Quit Rates: Evidence From The Telecommunications Industry, Rosemary Batt, Alexander J.S. Colvin, Jeffrey Keefe
Alexander Colvin
The authors draw on strategic human resource and industrial relations theories to identify the sets of employee voice mechanisms and human resource practices that are likely to predict firm-level quit rates, then empirically evaluate the predictive power of these variables using data from a 1998 establishment level survey in the telecommunications industry. With respect to alternative voice mechanisms, they find that union representation predicts lower quit rates, even after they control for compensation and a wide range of other human resource practices that may be affected by collective bargaining. Also predicting lower quit rates is employee participation in offline problem-solving …
Human Resource Practices, Knowledge-Creation Capability And Performance In High Technology Firms, Christopher J. Collins, Ken G. Smith, Cynthia Kay Stevens
Human Resource Practices, Knowledge-Creation Capability And Performance In High Technology Firms, Christopher J. Collins, Ken G. Smith, Cynthia Kay Stevens
Christopher J Collins
This study examines the relationship among key HR practices (i.e., effective acquisition, employee-development, commitment-building, and networking practices), three dimensions of knowledge-creation capability (human capital, employee motivation, and information combination and exchange), and firm performance. Results from a sample of 78 high technology firms showed that the three dimensions of knowledge creation interact to positively affect sales growth. Further, the HR practices were found to affect sales growth through their affect on the dimensions of knowledge-creation capability.
The Interactive Effects Of Recruitment Practices And Product Awareness On Job Seekers’ Employer Knowledge And Application Behaviors, Christopher J. Collins
The Interactive Effects Of Recruitment Practices And Product Awareness On Job Seekers’ Employer Knowledge And Application Behaviors, Christopher J. Collins
Christopher J Collins
In this paper, I draw on research from the literatures on marketing and recruitment to identify how recruitment practices and company product awareness are related to job seekers’ application behaviors through three aspects of job seekers’ employer knowledge. Based on results from a within-subjects design with data from 123 recruiting companies and 456 student job seekers, my findings suggested the relationships between recruitment strategies and application intentions and decisions are moderated by product awareness. Specifically, low-information recruitment practices are significantly and positively related to application behaviors through employer familiarity and employer reputation when product awareness is low rather than high. …
Exploring Applicant Pool Quantity And Quality: The Effects Of Early Recruitment Practice Strategies, Corporate Advertising, And Firm Reputation, Christopher J. Collins, Jian Han
Exploring Applicant Pool Quantity And Quality: The Effects Of Early Recruitment Practice Strategies, Corporate Advertising, And Firm Reputation, Christopher J. Collins, Jian Han
Christopher J Collins
Drawing on marketing and recruitment theory, we examined relationships between early recruitment practices, organizational factors, and organization-level recruitment outcomes, predicting that low-involvement recruitment practices, high-involvement recruitment practices, corporate advertising, and firm reputation would positively affect the quantity and quality of organizations’ applicant pools. We also predicted that corporate advertising and firm reputation would moderate the effects of the two recruitment strategies. Data for 99 organizations collected from multiple sources provided some evidence that early recruitment practices, corporate advertising, and firm reputation each had direct effects on applicant pool quantity and quality. More importantly, we found that low-involvement recruitment practices were …
Distributed Learning System Design: A New Approach And An Agenda For Future Research, Bradford Bell, Steve Kozlowski
Distributed Learning System Design: A New Approach And An Agenda For Future Research, Bradford Bell, Steve Kozlowski
Bradford S Bell
This article presents a theoretical framework designed to guide distributed learning design, with the goal of enhancing the effectiveness of distributed learning systems. The authors begin with a review of the extant research on distributed learning design, and themes embedded in this literature are extracted and discussed to identify critical gaps that should be addressed by future work in this area. A conceptual framework that integrates instructional objectives, targeted competencies, instructional design considerations, and technological features is then developed to address the most pressing gaps in current research and practice. The rationale and logic underlying this framework is explicated. The …
Adaptive Guidance: Effects On Self-Regulated Learning In Technology-Based Training, Bradford S. Bell, Adam Kanar, Xiangmin Liu, Jane Forman, Mila Singh
Adaptive Guidance: Effects On Self-Regulated Learning In Technology-Based Training, Bradford S. Bell, Adam Kanar, Xiangmin Liu, Jane Forman, Mila Singh
Bradford S Bell
Guidance provides trainees with the information necessary to make effective use of the learner control inherent in technology-based training, but also allows them to retain a sense of control over their learning (Bell & Kozlowski, 2002). One challenge, however, is determining how much learner control, or autonomy, to build into the guidance strategy. We examined the effects of alternative forms of guidance (autonomy supportive vs. controlling) on trainees’ learning and performance, and examined trainees’ cognitive ability and motivation to learn as potential moderators of these effects. Consistent with our hypotheses, trainees receiving adaptive guidance had higher levels of knowledge and …
The Impact Of Ehr On Professional Competence In Hrm: Implications For The Development Of Hr Professionals, Bradford S. Bell, Sae-Won Lee, Sarah K. Yeung
The Impact Of Ehr On Professional Competence In Hrm: Implications For The Development Of Hr Professionals, Bradford S. Bell, Sae-Won Lee, Sarah K. Yeung
Bradford S Bell
Information technology has been cited as a critical driver of HR’s transition from a focus on administrative tasks to a focus on serving as a strategic business partner. This strategic role not only adds a valuable dimension to the HR function but also changes the competencies that define the success of HR professionals. Interviews were conducted with HR representatives from 19 firms to examine the linkage between electronic human resources (eHR) and the reshaping of professional competence in HRM. Based on the findings, we draw implications for the development of HR competencies and identify learning strategies that HR professionals can …
Why High And Low Performers Leave And What They Find Elsewhere: Job Performance Effects On Employment Transitions, Charlie Trevor , John Hausknecht , Michael Howard
Why High And Low Performers Leave And What They Find Elsewhere: Job Performance Effects On Employment Transitions, Charlie Trevor , John Hausknecht , Michael Howard
John Hausknecht
Little is known about how high and low performers differ in terms of why they leave their jobs, and no work examines whether pre-quit job performance matters for post-quit new-job outcomes. Working with a sample of approximately 2,500 former employees of an organization in the leisure and hospitality industry, we find that the reported importance of a variety of quit reasons differs both across and within performance levels. Additionally, we use an ease-of-movement perspective to predict how pre-quit performance relates to post-quit employment, new-job pay, and new-job advancement opportunity. Job type, tenure, and race interacted with performance in predicting new-job …
Retesting In Selection: A Meta-Analysis Of Practice Effects For Tests Of Cognitive Ability, John P. Hausknecht, Jane A. Halpert, Nicole T. Di Paolo, Meghan O. Moriarty Gerrard
Retesting In Selection: A Meta-Analysis Of Practice Effects For Tests Of Cognitive Ability, John P. Hausknecht, Jane A. Halpert, Nicole T. Di Paolo, Meghan O. Moriarty Gerrard
John Hausknecht
Previous studies indicate that as many as 25-50% of applicants in organizational and educational settings are retested with measures of cognitive ability. Researchers have shown that practice effects are found across measurement occasions such that scores improve when these applicants retest. This study uses meta-analysis to summarize the results of 50 studies of practice effects for tests of cognitive ability. Results from 107 samples and 134,436 participants revealed an adjusted overall effect size of .26. Moderator analyses indicated that effects were larger when practice was accompanied by test coaching, and when identical forms were used. Additional research is needed to …
Achievement, Test Scores And Relative Wages, John H. Bishop
Achievement, Test Scores And Relative Wages, John H. Bishop
John H Bishop
[Excerpt] This article examines the causal connections between these two phenomena: changes in the academic achievement of high school graduates and changes in the payoff to college. Four specific questions are addressed. The questions and the answers generated by our examination of the data are outlined below[...]
Are National Exit Examinations Important For Educational Efficiency?, John H. Bishop
Are National Exit Examinations Important For Educational Efficiency?, John H. Bishop
John H Bishop
“This paper analyses effects of national or provincial exit examinations on education quality. On theoretical grounds, the paper argues that such examinations should increase high school achievement, particularly in examination subjects, and that teachers and students and parents and school administrators should focus more on academic achievement when making school-quality decisions. On the negative side, exit examinations may lead to a tendency to concentrate on learning facts, rather than understanding contexts.”
The Impacts Of School-Business Partnerships On The Early Labor-Market Success Of Students, John H. Bishop, Ferran Mane
The Impacts Of School-Business Partnerships On The Early Labor-Market Success Of Students, John H. Bishop, Ferran Mane
John H Bishop
[Excerpt] This chapter examines the effects of improved signaling of student achievement in high school on the labor market success of recent high-school graduates. The chapter is organized into three sections. In the first section, we reproduce the argument that Bishop put forth in 1985 that better signaling of student achievement to employers would improve the quality of the jobs that recent high-school graduates could obtain and strengthen incentives to learn. In the second section, we analyze longitudinal data on eight graders in 1988 and attempt to measure the effect of school-employer partnerships on their subsequent success in the labor …
Student, Staff, And Employer Incentives For Improved Student Achievement And Work Readiness, John H. Bishop
Student, Staff, And Employer Incentives For Improved Student Achievement And Work Readiness, John H. Bishop
John H Bishop
“This article proposes a strategy for banishing mediocrity and building in its place an excellent American system of secondary education. Before a cure can be prescribed, however, a diagnosis must be made.”
Is The Test Score Decline Responsible For The Productivity Growth Decline?, John H. Bishop
Is The Test Score Decline Responsible For The Productivity Growth Decline?, John H. Bishop
John H Bishop
[Excerpt] The test score decline between 1967 and 1980 was large (about 1.25 grade-level equivalents) and historically unprecedented. New estimates of trend in academic achievement, of the effect of academic achievement on productivity and of trend in the quality of the work force are developed. They imply that if test scores had continued to grow after 1967 at the rate that prevailed in the previous quarter century, labor quality would now be 2.9 percent higher and 1987 GNP $86 billion higher.
Some Thoughts On The Cost Effectiveness Of Graduate Education Subsidies, John H. Bishop
Some Thoughts On The Cost Effectiveness Of Graduate Education Subsidies, John H. Bishop
John H Bishop
[Excerpt] How much should doctorate training be subsidized? The answer proposed is, "Doctorate training should be subsidized to the extent and only to the extent that it produces externality or public benefits – i.e. benefits received by people other than the one receiving the diploma." This value judgment derives from three propositions: (1) In general, an adult knows better than anyone else what is best for himself; (2) the price (measured in both time and money) he is willing to pay for graduate education is the best measure of how much he values it relative to other offerings; and (3) …
On-The-Job Training Of New Hires, John H. Bishop
On-The-Job Training Of New Hires, John H. Bishop
John H Bishop
This paper presents an analysis of a unique data set containing measures of the time devoted to training during the first three months on a job and the productivity consequences of that training. The major findings derived from the analysis of the data on new hire training may be summarized as follows.
In Search Of A Niche, John H. Bishop
In Search Of A Niche, John H. Bishop
John H Bishop
"As enrollment in secondary vocational education programs declines and employers re-evaluate the attributes needed for success in today’s job market, some observers of the U.S. education system have called for schools to limit – or even eliminate – the teaching of occupational skills. Does this mean employers don’t reward such training?"
Making Vocational Education More Effective For At-Risk Youth, John H. Bishop
Making Vocational Education More Effective For At-Risk Youth, John H. Bishop
John H Bishop
"Occupationally specific vocational training pays off for disadvantaged students, but only if graduates work in the jobs they were trained for. Implication: Vocational educators must help make sure that the skills they teach are used."
Retesting In Selection: A Meta-Analysis Of Practice Effects For Tests Of Cognitive Ability, John P. Hausknecht, Jane A. Halpert, Nicole T. Di Paolo, Meghan O. Moriarty Gerrard
Retesting In Selection: A Meta-Analysis Of Practice Effects For Tests Of Cognitive Ability, John P. Hausknecht, Jane A. Halpert, Nicole T. Di Paolo, Meghan O. Moriarty Gerrard
Jane Halpert
Previous studies indicate that as many as 25-50% of applicants in organizational and educational settings are retested with measures of cognitive ability. Researchers have shown that practice effects are found across measurement occasions such that scores improve when these applicants retest. This study uses meta-analysis to summarize the results of 50 studies of practice effects for tests of cognitive ability. Results from 107 samples and 134,436 participants revealed an adjusted overall effect size of .26. Moderator analyses indicated that effects were larger when practice was accompanied by test coaching, and when identical forms were used. Additional research is needed to …
The Effects Of Activation On Employers Of Reserve And National Guard Soldiers, Lee Lamar Hisey
The Effects Of Activation On Employers Of Reserve And National Guard Soldiers, Lee Lamar Hisey
LSU Doctoral Dissertations
The purpose of this study was to examine the effects of military deployment or activation of reserve and National Guard soldiers on civilian employers. Understanding how activation affects the operations of civilian employers will increase awareness of the effects of labor stability on organizations. The study utilizes survey methodology to measure changes in organizational output, customer satisfaction, and employee behavior. In addition, number of employees supervised, strategies employed to adapt to the effects of activation on operations, organizational types, and the amount of time required for the organization to return to pre-activation levels of performance were measured. The sample was …
From Human Resource Strategy To Organizational Effectiveness: Lessons From Research On Organizational Agility, Lee Dyer , Richard A. Shafer
From Human Resource Strategy To Organizational Effectiveness: Lessons From Research On Organizational Agility, Lee Dyer , Richard A. Shafer
Lee Dyer
As a field of study and practice, strategic human resource management (SHRM) has come a long way in recent years. Still, at this point, the domain incorporating and connecting human resource strategy (HRS) and organizational effectiveness (OE) is essentially a theoretical and empirical "black box". Here we use our ongoing research on people in agile organizations to peer into this "black box" and draw implications for future theorizing and research. Suggestions are made for reconceptualizing OE, incorporating organizational capability as a key concept, taking a broader than usual view of HRS, and systematically assessing vertical and horizontal alignment of HR …
Is There A New Hrm? Contemporary Evidence And Future Directions, Lee Dyer, Thomas A. Kochan
Is There A New Hrm? Contemporary Evidence And Future Directions, Lee Dyer, Thomas A. Kochan
Lee Dyer
[Excerpt] Is there a new human resource management? Yo. That is, yes and no. A new perspective -- strategic human resource management -- emerged during the 80s to take its place alongside the more traditional operational and programmatic perspectives as a major influence on the field. This perspective has rapidly progressed in terms of theory and research (if not practice). But, it continues to take many shapes and forms, and even with its various permutations, is far from universally embraced by scholars or practitioners. What follows is a brief look at the strategic perspective of the field. It begins with …
Human Resources As A Source Of Competitive Advantage, Lee Dyer
Human Resources As A Source Of Competitive Advantage, Lee Dyer
Lee Dyer
[Excerpt] For business it's a tough world that's getting tougher. The reasons are familiar enough: global competition, deregulation, finicky and tough customers, concerned and demanding stockholders, and a dizzying pace of constant change. Rare indeed is the company which has found a comfortable niche in this chaotic world.
Crafting A Human Resource Strategy To Foster Organizational Agility: A Case Study, Richard A. Shafer, Lee Dyer, Janine Kilty, Jeffrey Amos, G. A. (Jeff) Ericksen
Crafting A Human Resource Strategy To Foster Organizational Agility: A Case Study, Richard A. Shafer, Lee Dyer, Janine Kilty, Jeffrey Amos, G. A. (Jeff) Ericksen
Lee Dyer
A decade ago, the CEO of Albert Einstein Healthcare Network (AEHN), anticipating a tumultuous and largely unpredictable period in its industry, undertook to convert this organization from one that was basically stable and complacent to one that was agile, “nimble, and change-hardy”. This case study briefly addresses AEHN’s approaches to business strategy and organization design, but focuses primarily on the human resource strategy that emerged over time to foster the successful attainment of organizational agility. Although exploratory, the study suggests a number of lessons for those who are, or will be, studying or trying to create and sustain this promising …
Managing Transformational Change: The Role Of Human Resource Professionals, Thomas A. Kochan, Lee Dyer
Managing Transformational Change: The Role Of Human Resource Professionals, Thomas A. Kochan, Lee Dyer
Lee Dyer
[Excerpt] Can the United States maintain its traditional position of economic leadership and one of the world's highest standards of living in the face of increasing global competition? Concerned observers cite the following negative news: lagging rates of productivity growth, non-competitive product quality in key industries, structural inflexibilities, and declining real wage levels and flat family earnings (Carnavale, 1991). Further, they offer a plethora of proposed solutions covering both broad public policies and more specific firm-level policies and practices.
Toward A Strategic Perspective Of Human Resource Management, Lee Dyer, Gerald W. Holder
Toward A Strategic Perspective Of Human Resource Management, Lee Dyer, Gerald W. Holder
Lee Dyer
[Excerpt] The current decade has brought yet another transformation in the practice and study of human resource management (HRM). The field, for better or for worse, has discovered, and indeed begun to embrace, a strategic perspective. The intellectual energy currently being invested in discussions of the nature, extent, and desirability of this development is a clear indication that something of significance is afoot. Understand it or not, believe in it or not, like it or not, strategy is well on its way to becoming an important paradigm behind much of what HR professionals do and think.
International Labor Standards, Soft Regulation, And National Government Roles, Sarosh C. Kuruvilla, Anil Verma
International Labor Standards, Soft Regulation, And National Government Roles, Sarosh C. Kuruvilla, Anil Verma
Sarosh Kuruvilla
[Excerpt] In this article, we briefly describe the different approaches to the regulation of international labor standards, and then argue for a new role for national governments based on soft rather than hard regulation approaches. We argue that this new role shows potential for significantly enhancing progress in international labor standards, since it enables governments to articulate a position without having to deal with the enforcement issues that hard regulation mandates. We justify this new role for governments based on the increasing use of soft regulation in the international arena. Of course, this approach is not without its own problems, …
Human Resource Management, Service Quality, And Economic Performance In Call Centers, Rosemary Batt, Lisa M. Moynihan
Human Resource Management, Service Quality, And Economic Performance In Call Centers, Rosemary Batt, Lisa M. Moynihan
Rosemary Batt
This paper examines the relationship between human resource practices, operational outcomes, and economic performance in call centers. The study draws on a sample of 64 call centers serving the mass market in a large telecommunications services company. Surveys of 1,243 employees in the 64 centers were aggregated to the call center level and matched to archival data on service process quality, as measured by customer surveys; call handling time, revenues per call, and net revenues per call. Our path analysis shows that human resource practices emphasizing employee training, discretion, and rewards lead to higher service quality, higher revenues per call, …