Rosemary Batt is Associate Professor of Human Resource Studies at the Industrial and Labor Relations School, Cornell University. She received her BA from Cornell University and her Ph.D. from the Sloan School of Management, Massachusetts Institute of Technology. Her research interests include strategic human resource management, service sector productivity and competitiveness, work organization and teams, and labor market analysis. She has written extensively on service management strategies and the restructuring of the telecommunications services industry. She has published numerous book chapters and articles in such journals as Industrial and Labor Relations Review, Academy of Management Journal, Personnel Psychology, International Journal of Human Resource Management, and the British Journal of Industrial Relations. She is co-author of The New American Workplace: Transforming Work Systems in the United States, Cornell University Press.
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The Economic Pay-Offs to Informal Training: Evidence from Routine Service Work (with Xiangmin Liu), Industrial & Labor Relations Review (2007)
This study examines the relationship between informal training and job performance among 2,803 telephone operators...
The Global Call Center Report: International Perspectives on Management and Employment (with David Holman and Ursula Holtgrewe), Research Studies and Reports (2007)
[Excerpt] This report is the first large scale international study of call center management and...
The Global Call Center Report: International Perspectives on Management and Employment (Executive Summary) (with David Holman and Ursula Holtgrewe), Research Studies and Reports (2007)
[Excerpt] This report is the first large scale international study of call center management and...
ILR Impact Brief - Ownership Status Matters: Call Centers, Employment Systems, and Turnover (with Virginia Doellgast and Hyunji Kwon), ILR Impact Briefs (2006)
"Each type of call center (i.e., ownership status) is associated with particular strategies and systems,...
Human Resource Management, Service Quality, and Economic Performance in Call Centers (with Lisa M. Moynihan), CAHRS Working Paper Series (2006)
This paper examines the relationship between human resource practices, operational outcomes, and economic performance in...