Human Resource Management, Service Quality, and Economic Performance in Call Centers

This paper examines the relationship between human resource practices, operational outcomes, and economic performance in call centers. The study draws on a sample of 64 call centers serving the mass market in a large telecommunications services company. Surveys of 1,243 employees in the 64 centers were aggregated to the call center level and matched to archival data on service process quality, as measured by customer surveys; call handling time, revenues per call, and net revenues per call. Our path analysis shows that human resource practices emphasizing employee training, discretion, and rewards lead to higher service quality, higher revenues per call, and higher net revenues per call. In addition, service quality mediates the relationship between human resource practices and these economic outcomes. There is no significant relationship between HR practices and labor efficiency, as measured by call handling time; and labor efficiency is inversely related to revenue generation

ILR Impact Brief - Affective Commitment Links Human Resource Practices and Voluntary Turnover

[Excerpt] Motivation- and empowerment- enhancing human resource (HR) practices are positively associated with employees’ collective emotional attachment to, and identification with, a company and its goals; this affective commitment, in turn, is negatively associated with the aggregate of employee decisions to exit an organization. Thus, collective affective commitment mediates the relationship between these two sets of HR practices and voluntary turnover. Practices that enhance workforce skills, however, are not mediated by collective affective commitment; rather, they are directly and positively associated with increased voluntary turnover

The Impact of Human Resource Practices on Business-Unit Operating and Financial Performance

This study examined the impact of HR practices and organizational commitment on business-unit operating performance and profitability. Using a predictive design with a sample of 50 autonomous business-units within the same corporation, the study revealed that both organizational commitment and HR practices were significantly related to operational measures of performance as well as operating expenses and pre-tax profits

High Performance HR Practices And Customer Satisfaction: Employee Process Mechanisms

This research examined organizational commitment and customer focus as mediators between HR practices and customer satisfaction of seventy-one work units from twenty-five business units from a single firm in the food service industry. Customer satisfaction was assessed by ratings from multiple customers eighteen months after HR practices and process mechanisms were assessed from unique groups of employee respondents. Results suggest that employee commitment and customer focus partially mediate the relationship between HR practices and customer satisfaction

The Influence of Job Satisfaction and Organizational Commitment on Executive Withdrawal and Performance

This research examines the influence of job satisfaction and three dimensions of organizational commitment (i.e., affective, continuance, and normative) on the intention to leave, job search activity, performance, and leadership effectiveness of executives. Job satisfaction and the commitment dimensions were hypothesized to negatively predict the retention-related variables. Results generally supported the hypotheses. Job satisfaction had the strongest relationship, but both affective and continuance commitment showed an incremental effect even in the presence of job satisfaction. We also hypothesized that job satisfaction and affective commitment would positively and continuance commitment would negatively associate with general performance and leadership. As predicted, job satisfaction associated positively with performance, though not with leadership. Continuance commitment negatively associated with both performance and leadership

Beginning to Unlock the Black Box in the HR Firm Performance Relationship: The Impact of HR Practices on Employee Attitudes and Employee Outcomes

Theoretical models in strategic human resource management research commonly include employee attitudes and behaviors as key mediating links between human resource practices and firm performance. However, almost all empirical SHRM work to date has ignored the mediating hypothesis and merely examined the direct relationship between HR practices and firm outcomes. The purpose of this study is to test the relationship between HR practices and employee attitudes and behaviors. Using a sample of 174 independent work groups, we examined the relationship between HR practices and collective behaviors (turnover and absenteeism) mediated by collective attitudes (job satisfaction and commitment). Results indicate attitudes partially mediate the relationship between HR practices and employee behaviors. The direct and indirect relationships identified in this study support the notion that attitudes and behaviors play a mediating role between HR practices and firm outcomes. These findings illustrate the varying impacts of HR practices and the importance of utilizing multilevel theory and methods

HR Practices and Customer Satisfaction: The Mediating Link of Commitment

This research examined organizational commitment as a mediator between HR practices and customer satisfaction of 35 job groups from 13 service firm business units. Both commitment level and consensus were predicted to influence customer satisfaction. Results found that commitment level mediated the relationship between HR practices and customer satisfaction

Measurement Error in Research on Human Resources and Firm Performance: Additional Data and Suggestions for Future Research

Gerhart and colleagues and Huselid and Becker recently debated the presence and implications of measurement error in measures of human resource practices. This paper presents data from three more studies, one of large organizations from different industries at the corporate level, one from commercial banks, and the other of autonomous business units at the level of the job. Results of all three studies provide additional evidence that single respondent measures of HR practices contain large amounts of measurement error. Implications for future research are discussed

Interactions with the pharmaceutical industry and the practice, knowledge and beliefs of medical oncologists and clinical haematologists: a systematic review

BACKGROUND: No previous review has assessed the extent and effect of industry interactions on medical oncologists and haematologists specifically. METHODS: A systematic review investigated interactions with the pharmaceutical industry and how these might affect the clinical practice, knowledge and beliefs of cancer physicians. MEDLINE, Embase, PsycINFO and Web of Science Core Collection databases were searched from inception to February 2021. RESULTS: Twenty-nine cross-sectional and two cohort studies met the inclusion criteria. These were classified into three categories of investigation: (1) extent of exposure to industry for cancer physicians as whole (n = 11); (2) financial ties among influential cancer physicians specifically (n = 11) and (3) associations between industry exposure and prescribing (n = 9). Cancer physicians frequently receive payments from or maintain financial ties with industry, at a prevalence of up to 63% in the United States (US) and 70.6% in Japan. Among influential clinicians, 86% of US and 78% of Japanese oncology guidelines authors receive payments. Payments were associated with either a neutral or negative influence on the quality of prescribing practice. Limited evidence suggests oncologists believe education by industry could lead to unconscious bias. CONCLUSIONS: There is substantial evidence of frequent relationships between cancer physicians and the pharmaceutical industry in a range of high-income countries. More research is needed on clinical implications for patients and better management of these relationships. REGISTRATION: PROSPERO identification number CRD42020143353