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Service management and employment systems in US and Indian call centers

Batt, Rosemary L.; Doellgast, Virginia; Kwon, Hyunji - In: Brookings trade forum (2005), pp. 335-360

Persistent link: https://www.econbiz.de/10003326740

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

Employer strategies and wages in new service activities : a comparison of co-ordinated and liberal market economies

Batt, Rosemary L.; Nohara, Hiroatsu; Kwon, Hyunji - In: BJIR : an international journal of employment relations 48 (2010) 2, pp. 400-435

Persistent link: https://www.econbiz.de/10008839596

Introduction: Institutional change and labour market segmentation in European call centres

Doellgast, Virginia; Batt, Rosemary L.; Sørensen, Ole H. - In: European journal of industrial relations 15 (2009) 4, pp. 349-371

Persistent link: https://www.econbiz.de/10003915933

Service strategies : marketing, operations, and human resource practices

Batt, Rosemary L. - In: The Oxford handbook of human resource management, (pp. 428-449). 2007

Persistent link: https://www.econbiz.de/10003436538

Work organization, technology, and performance in customer service and sales

Batt, Rosemary L. - In: ILR review : the journal of work and policy 52 (1999) 4, pp. 539-564

Persistent link: https://www.econbiz.de/10001622246

Who benefits from teams? : Comparing workers, supervisors, and managers

Batt, Rosemary L. - In: Industrial relations : a journal of economy & society 43 (2004) 1, pp. 183-212

Persistent link: https://www.econbiz.de/10001919689

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

Labor market institutions and restructuring in US deregulated telecommunications services

Batt, Rosemary L. - In: Creating competitive capacity : labor market …, (pp. 131-142). 2000

Persistent link: https://www.econbiz.de/10001494356

The Indian call center industry: national benchmarking report strategy, HR practices, and performance

Batt, Rosemary; Doellgast, Virginia; Kwon, Hyunji; … - 2005

The dramatic growth of the call center industry is a world-wide phenomenon, fueled by advances in information technologies and the precipitous decline in the costs of voice and data transmission over the last two decades. As part of this global industry, call centres in India have experienced...

Persistent link: https://www.econbiz.de/10009439958

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