search query: @indexterm SERVICE MANAGEMENT / total: 228
reference: 38 / 228
| Author: | Batt, R. |
| Title: | Managing customer services: human resource practices, quit rates, and sales growth |
| Journal: | Academy of Management Journal
2002 : JUN, VOL. 45:3, p. 587-597 |
| Index terms: | Service management Customers Human resource management |
| Language: | eng |
| Abstract: | The author examines the relationship between human resource practices, employee quit rates, and organizational performance in the service sector. Drawing on a unique, nationally representative sample of centers, multivariate analyses show that quit rates are lower and sales growth is higher in establishments that emphasize high skills, employee participation in decision making and in teams, and human resource incentives such as high relative pay and employment security. Quit rates partially mediate the relationship between human resource practices and sales growth. |
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