An Employment Systems Approach to Turnover: Human Resources Practices, Quits, Dismissals, and Performance

标题An Employment Systems Approach to Turnover: Human Resources Practices, Quits, Dismissals, and Performance
出版物类型期刊文章
出版物年份2011
作者Ball,  R., and Colvin, A. J.
期刊Academy of Management Journal
Volume54
Issue4
Pagination695 - 717
关键词call center, employment systems, human resources, performance, turnover
Abstract

This study examines the relationship between alternative approaches to employment systems and quits, dismissals and customer service, based on cross-sectional and longitudinal data from nationally representative surveys of call center establishments. Contrary to prior literature, the antecedents and consequences of quits and dismissals are quite similar. Comparing three dimensions of employment systems, we find that high involvement work organization and long-term investments and inducements are associated with significantly lower quit and dismissal rates, while 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.

网址http://digitalcommons.ilr.cornell.edu/articles/576