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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Bibliographische Detailangaben

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
Online-Zugang:	Volltext
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