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Strategic Segmentation In Frontline Services: Matching Customers, Employees, And Human Resource Systems, Rosemary Batt 2010 Cornell University

Strategic Segmentation In Frontline Services: Matching Customers, Employees, And Human Resource Systems, Rosemary Batt

Rosemary Batt

This paper examines variation in the use of high involvement work practices in service and sales operations. I argue that the relationship between the customer and frontline service provider is a central feature that distinguishes production-level service activities from manufacturing. In particular, through strategic segmentation, firms are able to segment customers by their demand characteristics and to match the complexity and potential revenue stream of the customer to the skills of employees and the human resource system that shapes the customer-employee interface. Unlike manufacturing, where high involvement systems have emerged in a wide variety of product markets, therefore, service organizations ...


Who Benefits From Teams? Comparing Workers, Supervisors, And Managers, Rosemary Batt 2010 Cornell University

Who Benefits From Teams? Comparing Workers, Supervisors, And Managers, Rosemary Batt

Rosemary Batt

This paper offers a political explanation for the diffusion and sustainability of team-based work systems by examining the differential outcomes of team structures for 1200 workers, supervisors, and middle managers in a large unionized telecommunications company. Regression analyses show that participation in self-managed teams is associated with significantly higher levels of perceived discretion, employment security, and satisfaction for workers and the opposite for supervisors. Middle managers who initiate team innovations report higher employment security, but otherwise are not significantly different from their counterparts who are not involved in innovations. By contrast, there are no significant outcomes for employees associated with ...


Human Resource Practices As Predictors Of Work-Family Outcomes And Employee Turnover, Rosemary Batt, P. Monique Valcour 2010 Cornell University

Human Resource Practices As Predictors Of Work-Family Outcomes And Employee Turnover, Rosemary Batt, P. Monique Valcour

Rosemary Batt

Drawing on a non-random sample of 557 dual- earner white collar employees, this paper explores the relationship between human resource practices and three outcomes of interest to firms and employees: work-family conflict, employees’ control over managing work and family demands, and employees’ turnover intentions. We analyze three types of human resource practices: work-family policies, HR incentives designed to induce attachment to the firm, and the design of work. In a series of hierarchical regression equations, we find that work design characteristics explain the most variance in employees’ control over managing work and family demands, while HR incentives explain the most ...


Happy At Work: How The Science Of Positive Psychology Will Revolutionize The Workplace, Daniel S. Bowling III 2010 University of Pennsylvania

Happy At Work: How The Science Of Positive Psychology Will Revolutionize The Workplace, Daniel S. Bowling Iii

Master of Applied Positive Psychology (MAPP) Capstone Projects

This capstone is a draft of a proposed book on positive psychology in the workplace, aimed at a popular audience. It contains a detailed table of contents and reference sources, as well as several complete or partially- complete chapters. It also includes an extended section on lawyers that will form the basis of a separate academic article. The book’s working title is Happy at Work: How the Science of Positive Psychology will Revolutionize the Workplace. Its thesis is that most modern human resources practices are misguided with an overreliance on process and metrics. Humans are treated as capital, and ...


Collective Voice Under Decentralized Bargaining: A Comparative Study Of Work Reorganization In Us And German Call Centres, Virginia Doellgast 2010 Cornell University

Collective Voice Under Decentralized Bargaining: A Comparative Study Of Work Reorganization In Us And German Call Centres, Virginia Doellgast

Articles and Chapters

This article compares the process of and outcomes from work reorganization in US and German call centres, based on four matched case studies in the telecommunications industry. Both German cases adopted high-involvement employment systems with broad skills and worker discretion, while the US cases relied on a narrow division of labour, tight discipline and individual incentives. These outcomes are explained by differences in institutional supports for collective voice. Works councils in the German companies used their stronger participation rights to limit monitoring and encourage upskilling at a time when US managers were rationalizing similar jobs. Findings demonstrate that industrial relations ...


Thinking About Diversity-Related Conflict: Respect, Recognition And Learning, Susan Woods 2010 Cornell University ILR School

Thinking About Diversity-Related Conflict: Respect, Recognition And Learning, Susan Woods

Working Papers

In the workplace, the keys to making diversity work lie in relationship and learning from difference. Diversity practitioners realize that we each interpret the world through the lens of our own diversity and experience. Diversity of thought and experience lie at the heart of the value proposition of diversity ─ and also pose one of the greatest challenges. The greater the diversity of the workforce, the greater the potential for misunderstanding and conflict. This working paper, written from a practitioner’s perspective, considers underlying issues in diversity-related conflict and misunderstanding to explore how dynamics of 1) respect and disrespect, 2) identity ...


Workplace Climate And Peer Support And Determinants Of Training Transfer, Harry J. Martin 2010 Cleveland State University

Workplace Climate And Peer Support And Determinants Of Training Transfer, Harry J. Martin

Business Faculty Publications

Although billions of dollars are spent annually on training and development, much about the transfer processes is not well understood. This study investigated the interaction of workplace climate and peer support on the transfer of learning in a corporate field setting. Supervisor ratings of performance on several skill dimensions were obtained before and after training. Trainees in a division with a more favorable climate and those with greater peer support showed greater improvement. In addition, peer support mitigated the effects of a negative climate. Trainees with peer support in a negative climate achieved the same degree of transfer as trainees ...


Organizacje Komercyjne I Niekomercyjne Wobec Wzmożonej Konkurencji Oraz Wzrastających Wymagań Konsumentów (Tom 9), Anna Ujwary-Gil 2010 Adam Nalepka

Organizacje Komercyjne I Niekomercyjne Wobec Wzmożonej Konkurencji Oraz Wzrastających Wymagań Konsumentów (Tom 9), Anna Ujwary-Gil

Anna Ujwary-Gil

Obszary tematyczne obejmują: • organizacje komercyjne i niekomercyjne jako obiekt badań naukowych, • organizacje komercyjne i niekomercyjne w gospodarce rynkowej, • organizacje komercyjne i niekomercyjne w kreowaniu rozwoju regionalnego, • finansowe aspekty zarządzania organizacjami komercyjnymi i niekomercyjnymi.


The Value Added Intellectual Coefficient - Possible Indicator Of Measurement In The Knowledge Based Economy, Anna Ujwary-Gil 2010 Wyzsza Szkola Biznesu-National Louis University

The Value Added Intellectual Coefficient - Possible Indicator Of Measurement In The Knowledge Based Economy, Anna Ujwary-Gil

Anna Ujwary-Gil

The purpose of this article is a fundamental re-evaluation of the method of VAICTM, which is very often used by researchers around the world, often in major studies assessing the value added produced mainly in the banking sector and in listed companies. It is questionable whether this method deserves such recognition, and whether it should be used for the general studies of the effectiveness of the use of resources both tangible and intangible in creating value for the company. This critical analysis was then presented in the article.


Kapitał Intelektulany - Problem Interpretacji Kluczowych Terminów, Anna Ujwary-Gil 2010 Wyzsza Szkola Biznesu-National Louis University

Kapitał Intelektulany - Problem Interpretacji Kluczowych Terminów, Anna Ujwary-Gil

Anna Ujwary-Gil

W artykule przedstawiono pojęcia kapitału intelektualnego oraz problem jego definicji w ujęciu różnych autorów. Kapitał intelektualny przedstawiono również w kontekście jego składników, oraz ich klasyfikacji. Wiele definicji kapitału intelektualnego i prezentacja jego elementów (komponentów) skłania do poszukiwania konsensusu i przyjęcia akceptowalnej interpretacji.


Canada: Managing Diversity And Social Cohesion Under Bill C-50 And Beyond, Hristina Petrova 2010 Policy Studies Organization

Canada: Managing Diversity And Social Cohesion Under Bill C-50 And Beyond, Hristina Petrova

Hristina Petrova

The recent changes in the Canadian immigration system have led to the development of other programs designed to attract highly skilled immigrants. Bill C-50 was implemented in order to reduce the immigration backlog and match supply with demand on the labour market. Whatever the scheme, there’s one particular group of immigrants whose entry into the country has been encouraged via numerous parallel initiatives – the one of international students. Their retention is strategic because they could be just what Canada needs – young people proficient in the official languages, with Canadian credentials and work experience.


P = F (Ability X Conscientiousness): Examining The Facets Of Conscientiousness, 2010 SelectedWorks

P = F (Ability X Conscientiousness): Examining The Facets Of Conscientiousness

L. A. Witt

No abstract provided.


The Interactive Effect Of Extraversion And Extraversion Dissimilarity On Emotional Exhaustion: A Test Of The Asymmetry Hypothesis, 2010 SelectedWorks

The Interactive Effect Of Extraversion And Extraversion Dissimilarity On Emotional Exhaustion: A Test Of The Asymmetry Hypothesis

L. A. Witt

No abstract provided.


General Job Performance Of First-Line Supervisors: The Role Of Conscientiousness In Determining Its Effects On Subordinate Exhaustion, 2010 SelectedWorks

General Job Performance Of First-Line Supervisors: The Role Of Conscientiousness In Determining Its Effects On Subordinate Exhaustion

L. A. Witt

No abstract provided.


El Futuro De La Economía Es "Austriaco", Mario Šilar 2010 University of Navarra

El Futuro De La Economía Es "Austriaco", Mario Šilar

Mario Šilar

No abstract provided.


Martin Rhonheimer: Cristianismo Y Laicidad, Mario Šilar 2010 University of Navarra

Martin Rhonheimer: Cristianismo Y Laicidad, Mario Šilar

Mario Šilar

No abstract provided.


Señal Que Ya Es Un Clásico: Su Actualidad. Road To Serfdom Amazon Nº1, 2010, Mario Šilar 2010 University of Navarra

Señal Que Ya Es Un Clásico: Su Actualidad. Road To Serfdom Amazon Nº1, 2010, Mario Šilar

Mario Šilar

No abstract provided.


Sobre Las Causas Morales De La Crisis Económico-Financiera, Mario Šilar 2010 University of Navarra

Sobre Las Causas Morales De La Crisis Económico-Financiera, Mario Šilar

Mario Šilar

No abstract provided.


Enriqueciendo Con Saber Económico La Vida Diaria. Entrevista A Peter J. Boettke, Mario Šilar 2010 University of Navarra

Enriqueciendo Con Saber Económico La Vida Diaria. Entrevista A Peter J. Boettke, Mario Šilar

Mario Šilar

No abstract provided.


Toward An Index Of Well-Being For The Fifty U.S. States, Bryan J. Pesta, Michael A. McDaniel, Sharon Bertsch 2010 Cleveland State University

Toward An Index Of Well-Being For The Fifty U.S. States, Bryan J. Pesta, Michael A. Mcdaniel, Sharon Bertsch

Business Faculty Publications

Well-being is a construct spanning multiple disciplines including psychology, economics, health, and public policy. In many ways, well-being is a nexus of inter-correlated variables, much like the g nexus. Here, we created an index of well-being for the geographical and political subdivisions of the United States (i.e., states). The measure resulted from hierarchical principal components analyses of state-level data on various hypothesized sub-domains of well-being, including general mental ability, education, economics, religiosity, health, and crime. A single, general component of well-being emerged, explaining between 52 and 85% of the variance in the sub-domains. General mental ability loaded substantially on ...


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