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Articles 1 - 7 of 7
Full-Text Articles in Business
The Globalization Of Service Work: Comparative Institutional Perspectives On Call Centers (Introduction To A Special Issue Of The Industrial & Labor Relations Review), Rosemary Batt, David Holman, Ursula Holtgrewe
The Globalization Of Service Work: Comparative Institutional Perspectives On Call Centers (Introduction To A Special Issue Of The Industrial & Labor Relations Review), Rosemary Batt, David Holman, Ursula Holtgrewe
Rosemary Batt
This introduction to the special issue on the globalization of service work provides an overview of the call center sector and its development in coordinated, liberal market, and emerging market economies. The introduction's authors situate this research in literature on the comparative political economy and industrial relations. Drawing on qualitative research and a unique survey of 2,500 establishments in 17 countries conducted in 2003-2006, they discuss the extent of convergence and divergence in management practices and employment relations. They also describe the research methodology for the overall research project, highlight its major findings, and summarize the contributions of the thematic …
Service Strategies Marketing, Operations, And Human Resource Practices, Rosemary Batt
Service Strategies Marketing, Operations, And Human Resource Practices, Rosemary Batt
Rosemary Batt
Over the last three decades, the principles of service management have become widely accepted. These call for an integrated approach to marketing, operations, and human resource management (HRM). The scholarly and business press routinely point to the importance of customer loyalty and customer relationship management for corporate profitability. Advances in marketing concepts and information systems make it possible to capture more precisely the demand characteristics of customers and to tailor solutions to meet their needs. Why is it, then, that measures of customer satisfaction have declined steadily in the last decade, websites for consumer complaints have proliferated, and media accounts …
The State Of The Art In Performance Management: Learnings From Discussions With Leading Organizations, Bradford S. Bell, Christopher J. Collins
The State Of The Art In Performance Management: Learnings From Discussions With Leading Organizations, Bradford S. Bell, Christopher J. Collins
Bradford S Bell
Performance management is one of the fundamental HR tools that has been part of organizational life for decades and has long been the backbone of other activities of the HR system (e.g., pay decisions, development plans). Despite the importance of performance management, it has historically been rated by employees, managers, and the HR function itself as one of the least effective and understood HR practices. Given the stagnation in academic research on the topic and discontent on the part of organizational stakeholders, we decided it was an opportune time to meet with leading companies to understand the state of the …
Rigor And Relevance, Bradford S. Bell
Rigor And Relevance, Bradford S. Bell
Bradford S Bell
[Excerpt] As the incoming editorial team, our goal is to build on this position of strength and to advance both the reputation and readership of the journal. One way in which we intend to do this is by staying true to the mission that has guided P-Psych since its inception, which is to publish rigorous psychological research centered around people at work. Over the years, this focused mission has enabled the journal to publish seminal articles in personnel selection (Barrick & Mount, 1991), person-organization fit (Schneider, 1987), organizational citizenship behavior (Organ & Ryan, 1995), and many other areas of industrial-organizational …
The Different Variables That Affect Older Males' And Females' Intentions To Continue Working, Kate Shacklock, Yvonne Brunetto, Silvia A. Nelson
The Different Variables That Affect Older Males' And Females' Intentions To Continue Working, Kate Shacklock, Yvonne Brunetto, Silvia A. Nelson
Dr Silvia A Nelson
This paper examined the impact of certain work-related variables on older workers' intentions to continue paid work and whether the impact of these work-related variables varies between men and women. Data were collected through a questionnaire survey of a sample of 379 employees, aged 50 years and older, working in a large public sector organisation in Australia. Results identified the work-related variables that influence older workers' intentions to continue paid work as importance of work, flexibility and interests outside of work, irrespective of gender. Results also indicated that a greater understanding can result if differences between males' and females' intentions …
Student Employee Recruitment And Retention Through Campus Partnerships, Corinne M. Daprano, Megan L. Coyle, Peter J. Titlebaum
Student Employee Recruitment And Retention Through Campus Partnerships, Corinne M. Daprano, Megan L. Coyle, Peter J. Titlebaum
Corinne M. Daprano
Recruitment and retention of student employees are important considerations for any recreational sports department, large or small, because student employees impact both the quantity and quality of programs and services. This article proposes a strategy for establishing partnerships with academic departments to aid in the recruitment and retention of student employees. These partnerships benefit students, the recreational sports department, academic departments, and university student retention efforts. Following a description of this strategy is an example of a partnership that has been successfully established at one Midwestern university.
Student Employee Recruitment And Retention Through Campus Partnerships, Corinne M. Daprano, Megan L. Coyle, Peter J. Titlebaum
Student Employee Recruitment And Retention Through Campus Partnerships, Corinne M. Daprano, Megan L. Coyle, Peter J. Titlebaum
Peter J. Titlebaum
Recruitment and retention of student employees are important considerations for any recreational sports department, large or small, because student employees impact both the quantity and quality of programs and services. This article proposes a strategy for establishing partnerships with academic departments to aid in the recruitment and retention of student employees. These partnerships benefit students, the recreational sports department, academic departments, and university student retention efforts. Following a description of this strategy is an example of a partnership that has been successfully established at one Midwestern university.