How Institutions and Business Strategies Affect Wages: A Cross National Study of Call Centers (2009)
Batt, Rosemary, Nohara, Hiroatsu
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...
Batt, Rosemary, Holman, David, Holtgrewe, Ursula
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...
The Economic Pay-Offs to Informal Training: Evidence from Routine Service Work (2007)
This study examines the relationship between informal training and job performance among 2,803 telephone operators in a large unionized U.S. telecommunications company. The authors analyze...
Holman, David, Batt, Rosemary, Holtgrewe, Ursula
[Excerpt] This report is the first large scale international study of call center management and employment practices across all regions of the globe - including Asia, Africa, South America, North...
The Global Call Center Report: International Perspectives on Management and Employment (2007)
Holman, David, Batt, Rosemary, Holtgrewe, Ursula
[Excerpt] This report is the first large scale international study of call center management and employment practices across all regions of the globe - including Asia, Africa, South America, North...
Holman, David, Batt, Rosemary, Holtgrewe, Ursula
[Excerpt] This report is the first large scale international study of call center management and employment practices across all regions of the globe - including Asia, Africa, South America, North...
The Global Call Center Report: International Perspectives on Management and Employment (2007)
Holman, David, Batt, Rosemary, Holtgrewe, Ursula
[Excerpt] This report is the first large scale international study of call center management and employment practices across all regions of the globe - including Asia, Africa, South America, North...
Holman, David, Batt, Rosemary, Holtgrewe, Ursula
[Excerpt] This report is the first large scale international study of call center management and employment practices across all regions of the globe - including Asia, Africa, South America, North...
The Global Call Center Report: International Perspectives on Management and Employment (2007)
Holman, David, Batt, Rosemary, Holtgrewe, Ursula
[Excerpt] This report is the first large scale international study of call center management and employment practices across all regions of the globe - including Asia, Africa, South America, North...
ILR Impact Brief - Ownership Status Matters: Call Centers, Employment Systems, and Turnover (2006)
Batt, Rosemary, Doellgast, Virginia, Kwon, Hyunji
"Each type of call center (i.e., ownership status) is associated with particular strategies and systems, which in turn influence quit rates. In-house call centers typically focus on service quality...
Human Resource Management, Service Quality, and Economic Performance in Call Centers (2006)
Batt, Rosemary, Moynihan, Lisa M.
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...
Batt, Rosemary, Doellgast, Virginia, Kwon, Hyunji
Each type of call center (i.e., ownership status) is associated with particular strategies and systems, which in turn influence quit rates. In-house call centers typically focus on service quality...
Colvin, Alexander J.S., Batt, Rosemary, Keefe, Jeffrey
This study examines the impact of employee voice and compliance mechanisms on voluntary turnover and other workplace behaviors. Results from analysis of a unique, nationally representative sample of...
Batt, Rosemary, Doellgast, Virginia, Kwon, Hyunji, Nopany, Mudit, Nopany, Priti, Da Costa, Anil
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...
Service Management and Employment Systems In U.S. and Indian Call Centers (2005)
Batt, Rosemary, Doellgast, Virginia, Kwon, Hyunji
In this chapter, we draw on a comparative international survey of management strategies and employment practices in U.S. and Indian customer contact call centers. We compare these practices across...
The Economic Pay-Offs To On-The-Job Training In Routine Service Work (2005)
This study examines the relationship between on-the-job training and job performance among 3,408 telephone operators in a large unionized telecommunications company. We utilize individual data on...
Service management and employment systems in U.S. and Indian call centers (2005)
Batt, Rosemary, Doellgast, Virginia, Kwon, Hyunji
In this chapter, we draw on a comparative international survey of management strategies and employment practices in U.S. and Indian customer contact call centers. We compare these practices across...
Batt, Rosemary, Doellgast, Virginia, Kwon, Hyunji, Nopany, Mudit, Nopany, Priti, Da Costa, Anil
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...
Service Management and Employment Systems in U.S. and Indian Call Centers (2005)
Batt, Rosemary, Doellgast, Virginia, Kwon, Hyunji
"The explosive growth of call centers in India has gained widespread attention because of its potential impact on employment in the United States and other advanced economies. Media accounts report...
Batt, Rosemary, Colvin, Alex, Katz, Harry, Keefe, Jeffrey
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...
Human Resource Management, Service Quality, and Economic Performance in Call Centers (2004)
Batt, Rosemary, Moynihan, Lisa M.
This paper examines the applicability of total quality management theory to interactive service settings. We test whether quality service and labor efficiency may be jointly maximized through...
Telecommunications 2004: Business Strategy, HR Practices, and Performance (2004)
Batt, Rosemary, Colvin, Alexander J.S., Katz, Harry, Keefe, Jeffrey
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...
Katz, Harry, Batt, Rosemary, Keefe, Jeffrey
This case study of the Communications Workers of America (CWA) demonstrates the value of resource dependence and contingency organizational theories-- two branches of organization theory, which has...
Katz, Harry, Batt, Rosemary, Keefe, Jeffrey
This case study of the Communications Workers of America (CWA) demonstrates the value of resource dependence and contingency organizational theories-- two branches of organization theory, which has...
Katz, Harry C., Batt, Rosemary, Keefe, Jeffrey H.
This case study of the Communications Workers of America (CWA) demonstrates the value of resource dependence and contingency organizational theories--two branches of organization theory, which has...
Roehling, Patricia V., Moen, Phyllis, Batt, Rosemary
Discussion of the positive and negative effects of work-family spillover: the transfer of mood, affect, and behavior between work and home.
Work-Life Integration: Challenges and Organizational Responses (2003)
Valcour, P. Monique, Batt, Rosemary
Discussion of organizational responses to the challenges dual-earner couples face in integrating their work and family lives and of the effectiveness of various workplace characteristics and...
Batt, Rosemary, Colvin, Alexander J.S., Keefe, Jeffrey
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...
Batt, Rosemary, Colvin, Alexander, Keefe, Jeffrey
In this paper, we examine the predictors of aggregate quit rates at the establishment level. We draw on strategic human resource and industrial relations theory to identify the sets of employee voice...
This study examines factors related to within-occupation wage inequality among service and sales workers in the telecommunications industry. The author draws on a 1998 survey of a nationally...
Colvin, Alexander, Batt, Rosemary, Katz, Harry C.
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...
Telecommunications 2000 Strategy, HR Practices & Performance (2000)
Batt, Rosemary, Colvin, Alexander, Katz, Harry C., Keefe, Jeffrey
This report constitutes the first benchmarking survey of business and human resource practices among a nationally representative sample of workplaces in the broadly defined telecommunications...
NET WORKING: Work Patterns and Workforce Policies for the New Media Industry (2000)
Batt, Rosemary, Christopherson, Susan, Rightor, Ned, Van Jaarsveld, Danielle
This report, based on a study of a group of highly accomplished professionals in New York City, is one of the first to take up labor market issues in the new media industry. It describes the...
Managing Customer Services: Human Resource Practices, Turnover, and Sales Growth (2000)
This study examines the relationship between human resource practices, employee quit rates, and organizational performance by drawing on a unique nationally representative sample of 354 customer...
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...
Telecommunications 2000: Strategy, HR Practices and Performance (2000)
Batt, Rosemary, Colvin, Alexander J.S., Katz, Harry, Keefe, Jeffrey
This report constitutes the first benchmarking survey of business and human resource practices among a nationally representative sample of workplaces in the broadly defined telecommunications...
Re-Examining Employee Participation Through the Lens of Stakeholder Management (1999)
This paper uses a stakeholder framework to examine the differential outcomes of participatory strategies for a stratified random sample of 1,191 middle managers, supervisors, and workers in a large...
Work Organization, Technology, and Performance in Customer Service and Sales (1999)
The author analyzes the strengths and weaknesses of Total Quality Management and Self-Managed Teams, as compared to mass production approaches to service delivery, among customer service and sales...
Performance and Growth in Entrepreneurial Firms: What do Unions do? (1999)
Welbourne, Theresa M., Batt, Rosemary
This paper explores the effects of union presence on the performance of entrepreneurial firms in the mid-1990s (both at the initial public offering (IPO) and after the event). Contrary to prior...
The Economic Costs and Benefits of Self-Managed Teams Among Skilled Technicians (1997)
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...
Batt, Rosemary, Applebaum, Eileen
[Excerpt] This paper utilizes extensive surveys of workers in three occupational groups (network craft workers, semi-skilled office workers, and semi-skilled machine operators) in two very different...
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...
This paper analyzes how organizational restructuring is affecting managerial labor markets. Drawing on field research from several Bell operating companies plus a detailed survey of managers in one...
International Human Resource Studies: A Framework for Future Research (1992)
Dyer, Lee, Kochan, Thomas A., Batt, Rosemary
[Excerpt] The purpose of this paper is to develop a theoretical framework for research in a broadened and redefined field of international human resource studies. Interest in international aspects of...
Alimentos vs. forrajes : la sustitución entre granos a escala mundial (1991)
Barkin, David, Batt, Rosemary, Dewalt, Billie
Contiene: la sustitución entre granos a escala mundial; Patrones globales en la producción y comercio de granos; La sustitución entre granos en América Latina; La sustitución entre granos en...
Barkin, David, Batt, Rosemary, Dewalt, Billie
Contiene: la sustitución entre granos a escala mundial; Patrones globales en la producción y comercio de granos; La sustitución entre granos en América Latina; La sustitución entre granos en...
The revitalization of the CWA: Integrating collective bargaining, political action, and organizing.
Harry C. Katz, Rosemary Batt, Jeffrey H. Keefe
This case study of the Communications Workers of America (CWA) demonstrates the value of resource dependence and contingency organizational theories-two branches of organization theory, which has...
The Economic Pay-Offs to Informal Training: Evidence from Routine Service Work
This study examines the relationship between informal training and job performance among 2,803 telephone operators in a large unionized U.S. telecommunications company. The authors analyze...
The Economics of Teams among Technicians
This paper examines the economic logic of organizing field technicians into self-managed teams, an approach to work organization that shifts the division of labour from a hierarchical to horizontal...
Work organization, technology, and performance in customer service and sales.
The author analyzes the strengths and weaknesses of Total Quality Management and Self-Managed Teams, as compared to mass production approaches to service delivery, among customer service and sales...
This study examines factors related to within-occupation wage inequality among service and sales workers in the telecommunications industry. The author draws on a 1998 survey of a nationally...
Using data from a 1998 establishment-level survey in the telecommunications industry, the authors examine the predictors of aggregate quit rates. They draw on strategic human resource and industrial...
Work organization, technology, and performance in customer service and sales.
The author analyzes the strengths and weaknesses of Total Quality Management and Self-Managed Teams, as compared to mass production approaches to service delivery, among customer service and sales...
This study examines factors related to within-occupation wage inequality among service and sales workers in the telecommunications industry. The author draws on a 1998 survey of a nationally...
The revitalization of the CWA: Integrating collective bargaining, political action, and organizing.
Harry C. Katz, Rosemary Batt, Jeffrey H. Keefe
This case study of the Communications Workers of America (CWA) demonstrates the value of resource dependence and contingency organizational theories-two branches of organization theory, which has...
Using data from a 1998 establishment-level survey in the telecommunications industry, the authors examine the predictors of aggregate quit rates. They draw on strategic human resource and industrial...
Rosemary Batt, David Holman, Ursula Holtgrewe
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...
How Institutions and Business Strategies Affect Wages: A Cross-National Study of Call Centers
Rosemary Batt, Hiroatsu Nohara
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...