AN EMPLOYMENT SYSTEMS APPROACH TO TURNOVER: HUMAN RESOURCES PRACTICES, QUITS, DISMISSALS, AND PERFORMANCE

• 成果类型: Article
• 署名作者: Batt, Rosemary; Colvin, Alexander J. S.
• 署名单位: Cornell University
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/AMJ.2011.64869448
• 发表日期: 2011
• 页码: 695-717
• 关键词: VOLUNTARY TURNOVER; MANUFACTURING PERFORMANCE; management-practices; firm performance; JOB-PERFORMANCE; WORK PRACTICES; Call centers; UNIT-LEVEL; ORGANIZATION; LABOR

摘要

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.