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Additional info for Call Centres and Human Resource Management
Taylorist work organization minimizes skill requirements, discretion and job cycle time. Learning is limited to repetition of simple rationalized tasks (‘practice makes perfect’). Human resource practices to induce effort are built on fear of job loss and/or piece rate pay systems (or in call centres, individual commission pay). The approach assumes that jobs can be designed to be turnover-proof, with workers as replaceable parts. The application of mass-production principles in service activities has been uneven for at least two reasons: first, the intangible nature of services limits the use of machine-pacing and, second, one party to the production process – the consumer – is not under the control of management.
Ongoing training indicates a firm’s commitment to employee development employee receives each year. Pay is the natural log of the median annual base pay of the core workforce. Employment security is the percentage of the core workforce that is permanent and full-time, as opposed to part-time or contingent. Employers use part-time and contingent workers to cut costs (Houseman, 2001), and under these circumstances, full-time workers worry that their jobs will be turned into part-time or contingent ones, with lower pay and benefits.
Again the effects are similar but not as large for the small and large business segments. In further analyses, we analyzed the data using multivariate models, with controls for product market characteristics organizational characteristics and customer segment. We found that the high-involvement index significantly predicted quit rates and sales growth, and that the quit rates partially explained the relationship between management practices and sales growth (see Batt, 2002). 26 Sample size 15 52 54 45 41 32 35 Notes: *Lower refers to centres scoring less than the mean of the high-involvement index for the customer segment; **Higher refers to centres scoring more than the mean of the high-involvement index for the customer segment.
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