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Human resource management, service quality, and economic performance in call centers

Batt, Rosemary (contributor); Moynihan, Lisa M. (contributor) - 2004

Persistent link: https://www.econbiz.de/10002616895

The Influence of Human Resource Practices and Collective Affective Organizational Commitment on Aggregate Voluntary Turnover

Gardner, Timothy M.; Moynihan, Lisa M.; Wright, Patrick M. - 2008

We investigate the role of collective affective commitment in mediating the relationship between skill, motivation, and empowerment enhancing human resource practices and aggregate voluntary turnover in a multi-source, longitudinal study. Findings from 1748 employees and 20 top HR managers in 93...

Persistent link: https://www.econbiz.de/10014047858

Explaining wage inequality in telecommunications services : customer segmentation, human resource practices, and union decline

Batt, Rosemary L. - In: ILR review : the journal of work and policy 54 (2000/01) 2, pp. 425-449

Persistent link: https://www.econbiz.de/10001578484

Managing customer services : human resource practices, turnover, and sales growth

Batt, Rosemary - 2000

Persistent link: https://www.econbiz.de/10001601679

Strategic segmentation in frontline services : matching customers, employees, and human resource systems

Batt, Rosemary - 2000

Persistent link: https://www.econbiz.de/10001601681

Service Strategies: Marketing, Operations, and Human Resource Practices

Batt, Rosemary - In: The Oxford handbook of human resource management. 2009

Persistent link: https://www.econbiz.de/10012885625

Employee voice, human resource practices, and quit rates : evidence from the telecommunications industry

Batt, Rosemary; Colvin, Alexander; Keefe, Jeffrey - 2001

Persistent link: https://www.econbiz.de/10001601661

How high performance human resource practices and workforce unionization affect managerial pay

Colvin, Alexander; Batt, Rosemary; Katz, Harry C. - 2000

Persistent link: https://www.econbiz.de/10001601677

Employment systems in call centres in the United Stats and India

Batt, Rosemary L.; Doellgast, Virginia; Kwon, Hyunji - In: The next available operator : managing human resources …, (pp. 217-252). 2009

Persistent link: https://www.econbiz.de/10003923645

The scope and trajectory of strategic HR research : evidence from American and British journals

Batt, Rosemary L.; Banerjee, Mallika - In: The international journal of human resource management 23 (2012) 9, pp. 1739-1762

Persistent link: https://www.econbiz.de/10009540489

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