Rosemary Batt is the Alice Hanson Cook Professor of Women and Work 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. 

Articles

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Employer Strategies and Wages in New Service Activities: A Comparison of Coordinated and Liberal Market Economies (with Hiroatsu Nohara and Hyunji Kwon), Articles & Chapters (2010)

Using survey data for call centre establishments in eight countries, we examine the relationship between...

 

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How Supervisors Influence Performance: A Multilevel Study of Coaching and Group Management in Technology-Mediated Services (with Xiangmin Liu), Articles & Chapters (2010)

This multilevel study examines the role of supervisors in improving employee performance through the use...

 

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How Institutions and Business Strategies Affect Wages: A Cross-National Study of Call Centers (with Hiroatsu Nohara), Articles and Chapters (2009)

This paper, drawing on a 2003-2006 establishment-level survey of 1,819 call centers in 15 countries,...

 

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The Globalization of Service Work: Comparative Institutional Perspectives on Call Centers (Introduction to a Special Issue of the Industrial & Labor Relations Review) (with David Holman and Ursula Holtgrewe), Articles and Chapters (2009)

This introduction to the special issue on the globalization of service work provides an overview...

 

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Introduction: Institutional Change and Labor Market Segmentation in European Call Centers (with Virginia Doellgast and Ole H. Sorensen), Articles & Chapters (2009)

This article examines the dynamics of workplace change in European call centers. Survey data and...

 

Book Chapters

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Financial Intermediaries in the United States: Development and Impact on Firms and Employment Relations (with Eileen Appelbaum and Jae Eun Lee), Articles and Chapters (2014)

[Excerpt] Private equity (PE), hedge funds (HFs), sovereign wealth funds (SWFs), and other private pools...

 

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Introduction to Part 1: The Division of Labor, Articles and Chapters (2007)

The changing nature of work, technology, and the division of labor in the last quarter...

 

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Organizational Performance in Services (with Virginia Doellgast), Articles and Chapters (2007)

The question of performance in service activities and occupations is important for several reasons. First,...

 

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Service Strategies Marketing, Operations, and Human Resource Practices, Articles and Chapters (2007)

Over the last three decades, the principles of service management have become widely accepted. These...

 

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Groups, Teams, and the Division of Labor — Interdisciplinary Perspectives on the Organization of Work (with Virginia Doellgast), Articles and Chapters (2006)

The purpose of this chapter is to survey and critique this varied landscape of research...

 

Unpublished Papers

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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...

 
The Impact of Employee Voice and Compliance Mechanisms on Absenteeism, Discipline, and Turnover (with Alexander J.S. Colvin and Jeffrey Keefe), CAHRS Working Paper Series (2005)

This study examines the impact of employee voice and compliance mechanisms on voluntary turnover and...

 

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Service Management and Employment Systems In U.S. and Indian Call Centers (with Virginia Doellgast and Hyunji Kwon), CAHRS Working Paper Series (2005)

In this chapter, we draw on a comparative international survey of management strategies and employment...

 

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The Economic Pay-Offs To On-The-Job Training In Routine Service Work (with Xiangmin Liu), CAHRS Working Paper Series (2005)

This study examines the relationship between on-the-job training and job performance among 3,408 telephone operators...

 

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The Indian Call Centre Industry: National Benchmarking Report Strategy, HR Practices, & Performance (with Virginia Doellgast, Hyunji Kwon, Mudit Nopany, Priti Nopany, and Anil da Costa), CAHRS Working Paper Series (2005)

Report of the Global Call Centre Industry Project

The dramatic growth of the call center...

 

Presentations

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Changes in Employment and Working Conditions Among Technical and Professional Workers (with Danielle van Jaarsveld), Articles and Chapters (2002)

Recent organizing drives and strike activity among technical and professional employees raise the question of...

 

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Changing Internal Labor Markets in Service and Sales Occupations, Articles and Chapters (1999)

[Excerpt] In this paper, I address the question of how deregulation in the telecommunications industry...

 

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Labor Market Outcomes of Deregulation in Telecommunications Services (with Michael Strausser), Articles and Chapters (1998)

[Excerpt] This paper examines the labor market outcomes of deregulation in the telecommunications industry, focusing...

 

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Outcomes of Self-Directed Work Groups in Telecommunications Services, Articles and Chapters (1996)

[Excerpt] The purpose of my presentation is to consider whether the use of self-directed teams...

 

Other

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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...

 

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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...

 

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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,...

 

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Telecommunications 2004: Business Strategy, HR Practices, and Performance (with Alexander J.S. Colvin, Harry Katz, and Jeffrey Keefe), Faculty Publications - Human Resource Studies (2004)

This national benchmarking report of the U.S. telecommunications services industry traces the tumultuous changes in...

 

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Telecommunications 2000: Strategy, HR Practices and Performance (with Alexander J.S. Colvin, Harry Katz, and Jeffrey Keefe), Faculty Publications - Human Resource Studies (2000)

This report constitutes the first benchmarking survey of business and human resource practices among a...