The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH.
Abstract
This study examined the relationship between human resource practices, employee quit rates, and organizational performance in the service sector. Drawing on a unique, nationally representative sample of call centers, multivariate analyses showed that quit rates were lower and sales growth was higher in establishments that emphasized high skills, employee participation in decision making and in teams, and human resource incentives such as high relative pay and employment security. Quit rates partially mediated the relationship between human resource practices and sales growth. These relationships were also moderated by the customer segment served.
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Cites
Baron, R. M., & Kenny, D. A. (1986) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.51.6.1173 · Cited by 91,532
HUSELID, M. A. (1995) · Academy of Management Journal · doi:10.2307/256741 · Cited by 9,342
What Makes Teams Work: Group Effectiveness Research from the Shop Floor to the Executive Suite
Cohen, S. G., & Bailey, D. E. (1997) · Journal of Management · doi:10.1177/014920639702300303 · Cited by 3,526
Cited by
Strategic talent management: A review and research agenda
Collings, D. G., & Mellahi, K. (2009) · Human Resource Management Review · doi:10.1016/j.hrmr.2009.04.001 · Cited by 1,837
NISHII, L. H., LEPAK, D. P., & SCHNEIDER, B. (2008) · Personnel Psychology · doi:10.1111/j.1744-6570.2008.00121.x · Cited by 1,410
The Role Of Context In Work Team Diversity Research: A Meta-Analytic Review
Joshi, A., & Roh, H. (2009) · Academy of Management Journal · doi:10.5465/amj.2009.41331491 · Cited by 1,362
Person-centered care for nursing home residents: the culture-change movement
Koren, M. J. (2010) · Health Affairs · doi:10.1377/hlthaff.2009.0966 · Cited by 674
Hong, Y., Liao, H., Hu, J., & Jiang, K. (2013) · Journal of Applied Psychology · doi:10.1037/a0031666 · Cited by 386
Metadata
- Authors
- Batt, R.
- Venue
- Academy of Management Journal
- Publisher
- Academy of Management
- Published
- 2002-06-01
- Volume
- 45
- Issue
- 3
- Pages
- 587-597
- ISSN
- 0001-4273 (ISSN-L)
- 1948-0989
- OpenAlex
- W2047449799
- Cited by
- 1,414
- References
- 3
- FWCI
- 75.87
- Type
- journal article
- Language
- en
- Open access
- closed
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- Batt, R. (2002). MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH. Academy of Management Journal. https://doi.org/10.2307/3069383
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
