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
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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
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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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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.
