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Full-Text Articles in Labor Relations
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 …
How Institutions And Business Strategies Affect Wages: A Cross-National Study Of Call Centers, Rosemary Batt, Hiroatsu Nohara
How Institutions And Business Strategies Affect Wages: A Cross-National Study Of Call Centers, Rosemary Batt, Hiroatsu Nohara
Rosemary Batt
This paper, drawing on a 2003-2006 establishment-level survey of 1,819 call centers in 15 countries, examines effects of industrial relations institutions and employer strategies on wage variation across coordinated, liberal, and emerging market economies. The authors find several contradictory patterns, which confirm theoretical predictions for some countries and contradict them for others, suggesting diverse institutional reactions to the emergence of a new economic activity. Consistent with prior research, Denmark, France, and Sweden exhibit patterns of low wage dispersion and no union wage premium, and the United States, Canada, and emerging market economies exhibit quite high levels of dispersion. Contrary to …
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 …
Remote Work: Examining Current Trends And Organizational Practices, Bradford Bell
Remote Work: Examining Current Trends And Organizational Practices, Bradford Bell
Bradford S Bell
[Excerpt] Although remote work offers a number of potential benefits, it is not without risks and challenges. Companies can find it difficult to build a culture that is accepting and supportive of remote work. It can also be difficult to track exactly who is working remotely, particularly when remote work is adopted more informally, and to measure the business impact of these initiatives. Remote workers can face a number of personal and professional challenges. For instance, they may struggle for exposure and access to professional opportunities and there is the risk that those working outside the office can become socially …
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 …