An Employment Systems Approach to Turnover: Human Resources Practices, Quits, Dismissals, and Performance

This study examines the relationship between alternative approaches to employment systems and quits, dismissals, and customer service, using cross-sectional, longitudinal data from nationally representative surveys of call center establishments. In results contrary to those of prior research, the an...

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Veröffentlicht in:	Academy of Management journal 2011-08, Vol.54 (4), p.695-717
Hauptverfasser:	Batt, Rosemary, Colvin, Alexander J. S.
Format:	Artikel
Sprache:	eng
Schlagworte:	Call centers Customer service Customer services Employee involvement Employee turnover Employment Firings Human resources Investment Longitudinal studies Studies Training
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container_title	Academy of Management journal
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creator	Batt, Rosemary Colvin, Alexander J. S.
description	This study examines the relationship between alternative approaches to employment systems and quits, dismissals, and customer service, using cross-sectional, longitudinal data from nationally representative surveys of call center establishments. In results contrary to those of prior research, the antecedents and consequences of quits and dismissals are quite similar. We find that high-involvement work organization and long-term investments and inducements are associated with significantly lower quit and dismissal rates, but short-term performance-enhancing expectations are related to significantly higher quit and dismissal rates. Establishments with higher quit and dismissal rates have significantly lower customer service, as reported by managers. [PUBLICATION ABSTRACT]
doi_str_mv	10.5465/AMJ.2011.64869448
format	Article
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source	Business Source Complete; Alma/SFX Local Collection
subjects	Call centers Customer service Customer services Employee involvement Employee turnover Employment Firings Human resources Investment Longitudinal studies Studies Training
title	An Employment Systems Approach to Turnover: Human Resources Practices, Quits, Dismissals, and Performance
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