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Articles 31 - 43 of 43
Full-Text Articles in Labor Relations
Strategic Segmentation In Frontline Services: Matching Customers, Employees, And Human Resource Systems, Rosemary Batt
Strategic Segmentation In Frontline Services: Matching Customers, Employees, And Human Resource Systems, Rosemary Batt
Rosemary Batt
This paper examines variation in the use of high involvement work practices in service and sales operations. I argue that the relationship between the customer and frontline service provider is a central feature that distinguishes production-level service activities from manufacturing. In particular, through strategic segmentation, firms are able to segment customers by their demand characteristics and to match the complexity and potential revenue stream of the customer to the skills of employees and the human resource system that shapes the customer-employee interface. Unlike manufacturing, where high involvement systems have emerged in a wide variety of product markets, therefore, service organizations …
Who Benefits From Teams? Comparing Workers, Supervisors, And Managers, Rosemary Batt
Who Benefits From Teams? Comparing Workers, Supervisors, And Managers, Rosemary Batt
Rosemary Batt
This paper offers a political explanation for the diffusion and sustainability of team-based work systems by examining the differential outcomes of team structures for 1200 workers, supervisors, and middle managers in a large unionized telecommunications company. Regression analyses show that participation in self-managed teams is associated with significantly higher levels of perceived discretion, employment security, and satisfaction for workers and the opposite for supervisors. Middle managers who initiate team innovations report higher employment security, but otherwise are not significantly different from their counterparts who are not involved in innovations. By contrast, there are no significant outcomes for employees associated with …
Not So Black And White: The Color Of Perception In Corporate Layoffs, Carole A. Isom
Not So Black And White: The Color Of Perception In Corporate Layoffs, Carole A. Isom
Antioch University Full-Text Dissertations & Theses
This research addressed the question of whether or not the perception exists that African Americans are disproportionately impacted during layoff periods within corporations. Portraiture was the selected method of inquiry for this research as it captures the experience of the participants and enables storytelling which is based upon perception as opposed to hard, quantitative data. Additionally, portraiture’s autobiographical roots supported my autoethnographic position, encouraging the artistic process while including aesthetic aspects. Portraiture allowed for the voice of the researcher everywhere: in the assumptions, preoccupations, and frameworks brought to the inquiry; in the questions asked; in the data gathered; in the …
La Educación Secundaria En Los Estados Unidos. ¿Qué Pueden Aprender Otros De Nuestros Errores?, John H. Bishop, Ferran Mane, Michael Bishop
La Educación Secundaria En Los Estados Unidos. ¿Qué Pueden Aprender Otros De Nuestros Errores?, John H. Bishop, Ferran Mane, Michael Bishop
John H Bishop
[Excerpt] El ritmo de los estudiantes estadounidenses para adquirir nuevas habilidades se desacelera durante la educación secundaria.
More Evidence On The Value Of Chinese Workers’ Psychological Capital: A Potentially Unlimited Competitive Resource?, Fred Luthans, James Avey, Rachel Clapp-Smith, Weixing Li
More Evidence On The Value Of Chinese Workers’ Psychological Capital: A Potentially Unlimited Competitive Resource?, Fred Luthans, James Avey, Rachel Clapp-Smith, Weixing Li
Department of Management: Faculty Publications
As China continues its unprecedented economic growth and emergence as a world power, new solutions must be forthcoming to meet the accompanying challenges. We propose a positive approach to Chinese HRM that recognizes, develops and manages the psychological capital (PsyCap) of workers. After providing a brief overview of hope, efficacy, optimism, resilience and overall PsyCap in today’s Chinese context, the results of a follow-up study provide further evidence that the PsyCap of Chinese workers is related to their performance. The implications that this evidencebased value of Chinese workers’ psychological capital has for China now and into the future concludes this …
A Study Of Regulatory Intervention In Labor-Management Relations: School Desegregation In Los Angeles, Dade County, And Boston, Harry C. Katz
A Study Of Regulatory Intervention In Labor-Management Relations: School Desegregation In Los Angeles, Dade County, And Boston, Harry C. Katz
Harry C Katz
"This article analyzes the interaction between public school desegregation and labor relations in Los Angeles, Dade County, and Boston. First enumerating the ways in which desegregation led to specific changes in either personnel policies or collective bargaining agreements in the three school systems, then providing an evaluation of the performance of the court’s regulatory intervention within labor management relations in the three school systems. After comparing regulatory performance, the factors that influence the observed variations in performance are assessed. A distinction is found between those causal factors that are ‘environmental’ and those that are under the direct control of the …
Industrial Relations Performance, Economic Performance, And Qwl Programs: An Interplant Analysis, Harry C. Katz, Thomas A. Kochan, Kenneth R. Gobeille
Industrial Relations Performance, Economic Performance, And Qwl Programs: An Interplant Analysis, Harry C. Katz, Thomas A. Kochan, Kenneth R. Gobeille
Harry C Katz
"This study analyzes the relationship among plant-level measures of industrial relations performance, economic performance, and quality-of-working-life programs. The analysis employs pooled time-series and cross-section data from 18 plants within a division of General Motors for the years 1970-79. The empirical results show strong associations between industrial relations and economic performance measures and limited support for the hypothesis that quality-of-working-life efforts improve both kinds of performance."
Telecommunications 2004: Strategy, Hr Practices & Performance - Cornell-Rutgers Telecommunications Project, Rosemary Batt, Alex Colvin, Harry Katz, Jeffrey Keefe
Telecommunications 2004: Strategy, Hr Practices & Performance - Cornell-Rutgers Telecommunications Project, Rosemary Batt, Alex Colvin, Harry Katz, Jeffrey Keefe
Rosemary Batt
This national benchmarking report of the U.S. telecommunications services industry traces the tumultuous changes in management and workforce practices and performance in the sector over the last 5 years. This is a follow-up report to our 1998 study. At that time, when the industry was booming, we conducted a national survey of establishments in the industry. In 2003, we returned to do a second national survey of the industry, this time in a sector that was recovering from one of the worst recessions in its history.
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, …
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
Rosemary Batt
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 …
The Economic Costs And Benefits Of Self-Managed Teams Among Skilled Technicians, Rosemary Batt
The Economic Costs And Benefits Of Self-Managed Teams Among Skilled Technicians, Rosemary Batt
Rosemary Batt
This paper estimates the economic costs and benefits of implementing teams among highly-skilled technicians in a large regional telecommunications company. It matches individual survey and objective performance data for 230 employees in matched pairs of traditionally-supervised and self-managed groups. Multivariate regressions with appropriate controls show that teams do the work of supervisors in 60-70% less time, reducing indirect labor costs by 75 percent per team. Objective measures of quality and labor productivity are unaffected. Team members receive additional overtime pay that represents a 4-5 percent annual wage premium, which may be viewed alternatively as a share in the productivity gains …
How High Performance Human Resource Practices And Workforce Unionization Affect Managerial Pay, Alexander Colvin, Rosemary Batt, Harry C. Katz
How High Performance Human Resource Practices And Workforce Unionization Affect Managerial Pay, Alexander Colvin, Rosemary Batt, Harry C. Katz
Rosemary Batt
Using data from a nationally representative sample of telecommunications establishments, this study finds that HR practices and workforce unionization influence managerial pay levels and the ratio of manager-to-worker pay. High performance HR practices, including investment in the skills of the workforce, in computer-based technologies, and in performance-based worker pay practices, are all positively related to managerial pay; but the use of workforce teams, which shift some managerial responsibilities to workers, has the opposite association. High performance HR practices also are associated with lower manager to- worker pay differentials. In addition, workforce unionization is positively associated with managerial pay levels, with …
What Are The Effects Of Work Restructuring On Employee Well-Being And Firm Performance? Evidence From Telecommunications Services, Rosemary Batt
What Are The Effects Of Work Restructuring On Employee Well-Being And Firm Performance? Evidence From Telecommunications Services, Rosemary Batt
Rosemary Batt
The purpose of this study was to assess whether there are benefits to employees and firms associated with new forms of work organization and human resource and industrial relations practices. I examine a series of interrelated questions that may be summarized as follows. First, does participation in either total quality improvement teams or self-directed teams have benefits for workers, managers, and firms? If benefits exist, are they undermined by the negative effects of understaffing and job insecurity associated with downsizing? And finally, is there a coherent set of work organization, human resource, and industrial relations practices that provides mutual gains …