Work Organization, Technology, and Performance in Customer Service and Sales
Dados Bibliográficos
| ID | 3387355 |
|---|---|
| Autores | Rosemary Batt (0000-0003-1426-9900, New York State School of Industrial and Labor Relations, autor correspondente) |
| Ano | 1999 |
| Volume | 52 |
| Fascículo | 4 |
| Páginas | 539 |
| Data de publicação | 1999-07-01 |
| Peer Reviewed | Sim |
| Open Access | Não |
| Tipo | ARTICLE |
| Periódico | Industrial and Labor Relations Review (JOURNAL) |
| Identificadores do periódico | ISSN: 0019-7939 • E-ISSN: 2162-271X |
| Editora | JSTOR (PUBLISHER) |
| DOI | 10.2307/2525063 |
| OpenAlex | W3122281032 |
| Idioma | EN |
| Citações recebidas | 53 |
| Referências citadas | 47 |
The author analyzes the strengths and weaknesses of Total Quality Management and Self-Managed Teams, as compared to mass production approaches to service delivery, among customer service and sales workers in a large unionized regional Bell operating company. Participation in self-managed teams was associated with a statistically significant improvement in self-reported service quality and a 9.3% increase in sales per employee. When combined with new technology, teams boosted sales an additional 17.4%. These effects persisted over time. Total Quality Management, by contrast, did not affect performance. This study represents a "strong test" of the efficacy of teams because theory predicts weak outcomes for self-managed teams among service and sales employees in establishments where technology and organizational structure limit opportunities for self-regulation, the nature of work and technology do not require interdependence, and downsizing creates pervasive job insecurity-conditions found at the company studied here
Affect (linguistics) · Business · Customer service · Industrial organization · Operations management · Quality (philosophy) · Service (business) · Service delivery framework · Service quality · Telecommunications · Total quality management · Work (physics) · Accounting and Organizational Management · Computer Science · Customer Service Quality and Loyalty · Engineering · Job Satisfaction and Organizational Behavior · Marketing · Outsourcing and Supply Chain Management · Psychology · Quality and Supply Management
Beyond technological determinism
The New Workplace
Labor History Bibliography, 1999
Employee Voice, Human Resource Practices, and Quit Rates
Do "High-Performance" Work Practices Improve Establishment-Level Outcomes
Getting even for customer mistreatment
Participation
Commonalities and contradictions in HRM and performance research
'Fun and surveillance'
Impact and the art of motivation maintenance
A Multilevel Investigation of Factors Influencing Employee Service Performance and Customer Outcomes.
Managing Customer Services
Bringing Work Back In
Work Process and Quality of Care in Early Childhood Education
Who's On the Line? Indian Call Center Agents Pose as Americans for U.S.‐Outsourced Firms
The Oxford Handbook of Human Resource Management
Les représentations de la confiance entre gestionnaires et représentants syndicaux
Information technology in frontline service work organization
Towards sustainable local welfare systems
The impact of autonomy and task uncertainty on team performance
Job design in the context of the job market
Redesigning computer call center work
High Performance Work Systems and Organizational Outcomes
The co‐evolution of functional and numerical flexibility
You gotta lie to it’
Factors influencing absenteeism and intention to leave in a call centre
Electronic surveillance and cohesive teams
Monetary incentives, motivational orientation and affective commitment in contact centers. A multilevel mediation model
Outsourcing (the) economy to India
It’s all in the mix
Less Like a Robot
The Benefits and Costs of Employee Suggestions under Gainsharing
Complementarities in Organizational Dispute Resolution Systems
Beyond Incentive Pay
The Perils of Laundering Control through Customers
Organizing Practice and Practicing Organization
New Directions in Employment Relations Theory
Working in Family Firms
The Impact of Teams on Output, Quality, and Downtime
Explaining Wage Inequality in Telecommunications Services
The Economic Pay-Offs to Informal Training
Human Resource Management and Organizational Performance
Patient-Centered but Employee Delivered
The Effects of National Institutions and Collective Bargaining Arrangements on Job Quality in Front-Line Service Workplaces
Health Care Information Technology, Work Organization, and Nursing Home Performance
Technological Change at Work
The next division of labour
Demography and Design
Relations Between Work Group Characteristics and Effectiveness
What Works at Work
The Impact of Human Resource Management on Organizational Performance
What Makes Teams Work
Structural Equations with Latent Variables
The New American Workplace
Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences
Handbook of Organizational Behavior
Fast Food, Fast Talk
Assessing the Effectiveness of Sociotechnical Interventions
Some Social and Psychological Consequences of the Longwall Method of Coal-Getting
Sociotechnical Systems
The Design and Activation of Self-Regulating Work Groups
A Reexamination of Autonomy in Light of New Manufacturing Practices
The Effectiveness of Self-Managing Teams
A Predictive Model of Self-Managing Work Team Effectiveness
The Second Industrial Divide
Organizational Development and Change
Human Resource Bundles and Manufacturing Performance
The New American Workplace
The Impact of Co-Management on Quality Performance
The Link between Business Strategy and Industrial Relations Systems in American Steel Minimills
The Impact on Economic Performance of a Transformation in Workplace Relations
Fast Food, Fast Talk
| Obras citantes distintas | 47 |
|---|---|
| Citações por ano | 2,04 |
| Intervalo de citações | 2000 - 2022 (23) |
| Velocidade de citação | historical |
| Altamente citado | Não |
| Tipos de citação | Neutras: 48 |