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.
Articles
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,...
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...
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 Revitalization of the CWA: Integrating Collective Bargaining, Political Action, and Organizing (with Harry Katz and Jeffrey Keefe), Faculty Publications - Human Resource Studies (2003)
This case study of the Communications Workers of America (CWA) demonstrates the value of resource...
Employee Voice, Human Resource Practices, and Quit Rates: Evidence from the Telecommunications Industry (with Alexander J.S. Colvin and Jeffrey Keefe), Faculty Publications - Human Resource Studies (2002)
The authors draw on strategic human resource and industrial relations theories to identify the sets...
Book Chapters
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...
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,...
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...
Other
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...
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...