Articles

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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...
 

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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...
 

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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 Rosemary Batt, 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...

 

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U.S. Call Center Industry Report 2004 National Benchmarking Report Strategy, HR Practices & Performance (with Rosemary Batt, Virginia Doellgast, and Hyunji Kwon), CAHRS Working Paper Series (2005)
 

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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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Telecommunications 2004: Strategy, HR Practices & Performance - Cornell-Rutgers Telecommunications Project (with Rosemary Batt, Alex Colvin, Harry Katz, and Jeffrey Keefe), CAHRS Working Paper Series (2004)
This national benchmarking report of the U.S. telecommunications services industry traces the tumultuous changes in...
 

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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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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...
 

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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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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...
 

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Employee Voice, Human Resource Practices, and Quit Rates: Evidence from the Telecommunications Industry (with Alexander Colvin and Jeffrey Keefe), CAHRS Working Paper Series (2001)
In this paper, we examine the predictors of aggregate quit rates at the establishment level....
 

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Explaining Wage Inequality in Telecommunications Services: Customer Segmentation, Human Resource Practices, and Union Decline, Faculty Publications - Human Resource Studies (2001)
This study examines factors related to within-occupation wage inequality among service and sales workers in...
 

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How High Performance Human Resource Practices and Workforce Unionization Affect Managerial Pay (with Alexander Colvin and Harry C. Katz), CAHRS Working Paper Series (2000)
Using data from a nationally representative sample of telecommunications establishments, this study finds that...
 

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NET WORKING: Work Patterns and Workforce Policies for the New Media Industry (with Susan Christopherson, Ned Rightor, and Danielle Van Jaarsveld), CAHRS Working Paper Series (2000)
This report, based on a study of a group of highly accomplished professionals in New...
 

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Telecommunications 2000 Strategy, HR Practices & Performance (with Alexander Colvin, Harry C. Katz, and Jeffrey Keefe), CAHRS Working Paper Series (2000)

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

 

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Managing Customer Services: Human Resource Practices, Turnover, and Sales Growth, CAHRS Working Paper Series (2000)
This study examines the relationship between human resource practices, employee quit rates, and organizational performance...
 

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Strategic Segmentation in Frontline Services: Matching Customers, Employees, and Human Resource Systems, CAHRS Working Paper Series (2000)
This paper examines variation in the use of high involvement work practices in service and...
 

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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...
 

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Re-Examining Employee Participation Through the Lens of Stakeholder Management, CAHRS Working Paper Series (1999)
This paper uses a stakeholder framework to examine the differential outcomes of participatory strategies for...
 

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Work Organization, Technology, and Performance in Customer Service and Sales, Faculty Publications - Human Resource Studies (1999)
The author analyzes the strengths and weaknesses of Total Quality Management and Self-Managed Teams, as...
 

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Performance and Growth in Entrepreneurial Firms: What do Unions do? (with Theresa M. Welbourne), CAHRS Working Paper Series (1999)
This paper explores the effects of union presence on the performance of entrepreneurial firms in...
 

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The Economic Costs and Benefits of Self-Managed Teams Among Skilled Technicians, CAHRS Working Paper Series (1997)
This paper estimates the economic costs and benefits of implementing teams among highly-skilled technicians in...
 

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

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Worker Participation in Diverse Settings: Does the Form Affect the Outcome, and if so, who Benefits? (with Eileen Applebaum), CAHRS Working Paper Series (1995)
[Excerpt] This paper utilizes extensive surveys of workers in three occupational groups (network craft workers,...
 

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What are the Effects of Work Restructuring on Employee Well-Being and Firm Performance? Evidence from Telecommunications Services, CAHRS Working Paper Series (1995)
The purpose of this study was to assess whether there are benefits to employees and...
 

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From Bureaucracy to Enterprise? The Changing Jobs and Careers of Managers in Telecommunications Service, CAHRS Working Paper Series (1995)

This paper analyzes how organizational restructuring is affecting managerial labor markets. Drawing on field research...

 

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International Human Resource Studies: A Framework for Future Research (with Lee Dyer and Thomas A. Kochan), CAHRS Working Paper Series (1992)
[Excerpt] The purpose of this paper is to develop a theoretical framework for research in...