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), Industrial & Labor Relations Review (2009)

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

 

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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...

 

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

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

 

Book Chapters

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Service Management and Employment Systems in U.S. and Indian Call Centers (with Virginia Doellgast and Hyunji Kwon), Faculty Publications - Human Resource Studies (2005)

"The explosive growth of call centers in India has gained widespread attention because of its...

 

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Spillover (with Patricia V. Roehling and Phyllis Moen), Faculty Publications - Human Resource Studies (2003)

Discussion of the positive and negative effects of work-family spillover: the transfer of mood, affect,...

 

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Work-Life Integration: Challenges and Organizational Responses (with P. Monique Valcour), Faculty Publications - Human Resource Studies (2003)

Discussion of organizational responses to the challenges dual-earner couples face in integrating their work and...

 

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The United States (with Jeffrey Keefe), Faculty Publications - Human Resource Studies (1997)
 

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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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...