This study examines the relationship between informal training and job performance among 2,803 telephone operators in a large unionized U.S. telecommunications company. The authors analyze individual-level data on monthly training hours and job performance over a five-month period in 2001 as...

The author analyzes the strengths and weaknesses of Total Quality Management and Self-Managed Teams, as compared to mass production approaches to service delivery, among customer service and sales workers in a large unionized regional Bell operating company. Participation in self-managed teams...

This study examines factors related to within-occupation wage inequality among service and sales workers in the telecommunications industry. The author draws on a 1998 survey of a nationally representative sample of 354 service and sales centers in the industry to examine the relative importance...

Using data from a 1998 establishment-level survey in the telecommunications industry, the authors examine the predictors of aggregate quit rates. They draw on strategic human resource and industrial relations theory to identify the sets of employee voice mechanisms and human resource practices...

This case study of the Communications Workers of America (CWA) demonstrates the value of resource dependence and contingency organizational theories-two branches of organization theory, which has most commonly been used to interpret firm behavior-for analyzing union revitalization. Consistent...