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

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

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

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

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

This study examines the relationship between informal training and job performance among 2,803 telephone operators...

This case study of the Communications Workers of America (CWA) demonstrates the value of resource...

The authors draw on strategic human resource and industrial relations theories to identify the sets...

This study examines factors related to within-occupation wage inequality among service and sales workers in...

The author analyzes the strengths and weaknesses of Total Quality Management and Self-Managed Teams, as...

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

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

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

[Excerpt] This report is the first large scale international study of call center management and...

[Excerpt] This report is the first large scale international study of call center management and...

"Each type of call center (i.e., ownership status) is associated with particular strategies and systems,...

This paper examines the relationship between human resource practices, operational outcomes, and economic performance in...

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

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

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

Report of the Global Call Centre Industry Project

The dramatic growth of the call center...

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

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

This paper offers a political explanation for the diffusion and sustainability of team-based work systems...

[Excerpt] The central question of this paper is whether a mass customization strategy coupled with...

Drawing on a non-random sample of 557 dual- earner white collar employees, this paper explores...

In this paper, we examine the predictors of aggregate quit rates at the establishment level....

Using data from a nationally representative sample of telecommunications establishments, this study finds that HR...

This report, based on a study of a group of highly accomplished professionals in New...

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

This paper examines the economic logic of organising field technicians into self-managed teams, an approach...

This study examines the relationship between human resource practices, employee quit rates, and organizational performance...

This paper examines variation in the use of high involvement work practices in service and...

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

This paper examines variation in the use of high involvement work practices in service and...

This paper uses a stakeholder framework to examine the differential outcomes of participatory strategies for...

This paper explores the effects of union presence on the performance of entrepreneurial firms in...

This paper estimates the economic costs and benefits of implementing teams among highly-skilled technicians in...

Virtually all countries are undergoing deregulation and privatisation of their telecommunications sectors. Yet despite the...

[Excerpt] This paper utilizes extensive surveys of workers in three occupational groups (network craft workers,...

The purpose of this study was to assess whether there are benefits to employees and...

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

[Excerpt] The purpose of this paper is to develop a theoretical framework for research in...