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Compensation Management in Outsourced Service Organizations and Its Implications for Quit Rates, Absenteeism and Workforce Performance: Evidence from Canadian Call Centres

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  • Danielle D. van Jaarsveld
  • Yoshio Yanadori

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  • Danielle D. van Jaarsveld & Yoshio Yanadori, 2011. "Compensation Management in Outsourced Service Organizations and Its Implications for Quit Rates, Absenteeism and Workforce Performance: Evidence from Canadian Call Centres," British Journal of Industrial Relations, London School of Economics, vol. 49(Supplemen), pages 1-26, June.
    • Handle: RePEc:bla:brjirl:v:49:y:2011:i:s1:p:s1-s26
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    References listed on IDEAS

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    1. Bennett Harrison & Maryellen R. Kelley, 1993. "Outsourcing and the Search for `Flexibility'," Work, Employment & Society, British Sociological Association, vol. 7(2), pages 213-235, June.
    2. Rosemary Batt & David Holman & Ursula Holtgrewe, 2009. "The Globalization of Service Work: Comparative Institutional Perspectives on Call Centers," ILR Review, Cornell University, ILR School, vol. 62(4), pages 453-488, July.
    3. Krueger, Alan B & Summers, Lawrence H, 1988. "Efficiency Wages and the Inter-industry Wage Structure," Econometrica, Econometric Society, vol. 56(2), pages 259-293, March.
    4. Rosemary Batt & Hiroatsu Nohara, 2009. "How Institutions and Business Strategies Affect Wages: A Cross-National Study of Call Centers," ILR Review, Cornell University, ILR School, vol. 62(4), pages 533-552, July.
    5. Virginia Doellgast & Ursula Holtgrewe & Stephen Deery, 2009. "The Effects of National Institutions and Collective Bargaining Arrangements on Job Quality in Front-Line Service Workplaces," ILR Review, Cornell University, ILR School, vol. 62(4), pages 489-509, July.
    6. David Holman & Stephen Frenkel & Ole Sørensen & Stephen Wood, 2009. "Work Design Variation and Outcomes in Call Centers: Strategic Choice and Institutional Explanations," ILR Review, Cornell University, ILR School, vol. 62(4), pages 510-532, July.
    7. Steven G. Allen, 1981. "Compensation, Safety, and Absenteeism: Evidence from the Paper Industry," ILR Review, Cornell University, ILR School, vol. 34(2), pages 207-218, January.
    8. Stephen Deery & Roderick Iverson & Janet Walsh, 2002. "Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal," Journal of Management Studies, Wiley Blackwell, vol. 39(4), pages 471-496, June.
    9. Gary S. Becker, 1994. "Introduction to the Second Edition of Human Capital: A Theoretical and Empirical Analysis with Special Reference to Education," NBER Chapters, in: Human Capital: A Theoretical and Empirical Analysis with Special Reference to Education, Third Edition, pages 3-10, National Bureau of Economic Research, Inc.
    10. Rosemary Batt, 2001. "Explaining Wage Inequality in Telecommunications Services: Customer Segmentation, Human Resource Practices, and Union Decline," ILR Review, Cornell University, ILR School, vol. 54(2A), pages 425-449, March.
    11. Gary S. Becker, 1994. "Introduction to the First Edition of Human Capital: A Theoretical and Empirical Analysis with Special Reference to Education," NBER Chapters, in: Human Capital: A Theoretical and Empirical Analysis with Special Reference to Education, Third Edition, pages 11-14, National Bureau of Economic Research, Inc.
    12. Arindrajit Dube & Ethan Kaplan, 2010. "Does Outsourcing Reduce Wages in the Low-Wage Service Occupations? Evidence from Janitors and Guards," ILR Review, Cornell University, ILR School, vol. 63(2), pages 287-306, January.
    13. Abraham, Katharine G & Taylor, Susan K, 1996. "Firms' Use of Outside Contractors: Theory and Evidence," Journal of Labor Economics, University of Chicago Press, vol. 14(3), pages 394-424, July.
    14. John T. Dunlop, 1957. "The Task of Contemporary Wage Theory," International Economic Association Series, in: John T. Dunlop (ed.), The Theory of Wage Determination, chapter 0, pages 3-27, Palgrave Macmillan.
    15. Jagdish Bhagwati & Arvind Panagariya, 2004. "The Muddles over Outsourcing," Journal of Economic Perspectives, American Economic Association, vol. 18(4), pages 93-114, Fall.
    16. Gary S. Becker, 1975. "Summary and Conclusions, Human Capital: A Theoretical and Empirical Analysis, with Special Reference to Education, Second Edition," NBER Chapters, in: Human Capital: A Theoretical and Empirical Analysis, with Special Reference to Education, Second Edition, pages 231-237, National Bureau of Economic Research, Inc.
    17. Danielle D. Van Jaarsveld & Hyunji Kwon & Ann C. Frost, 2009. "The Effects of Institutional and Organizational Characteristics on Work Force Flexibility: Evidence from Call Centers in Three Liberal Market Economies," ILR Review, Cornell University, ILR School, vol. 62(4), pages 573-601, July.
    18. Shapiro, Carl & Stiglitz, Joseph E, 1984. "Equilibrium Unemployment as a Worker Discipline Device," American Economic Review, American Economic Association, vol. 74(3), pages 433-444, June.
    19. Stephen Wood & David Holman & Christopher Stride, 2006. "Human Resource Management and Performance in UK Call Centres," British Journal of Industrial Relations, London School of Economics, vol. 44(1), pages 99-124, March.
    20. Samuel Berlinski, 2008. "Wages and Contracting Out: Does the Law of One Price Hold?," British Journal of Industrial Relations, London School of Economics, vol. 46(1), pages 59-75, March.
    21. Gary S. Becker, 1975. "Human Capital: A Theoretical and Empirical Analysis, with Special Reference to Education, Second Edition," NBER Books, National Bureau of Economic Research, Inc, number beck75-1.
    22. Jonathan P. Doh, 2005. "Offshore Outsourcing: Implications for International Business and Strategic Management Theory and Practice," Journal of Management Studies, Wiley Blackwell, vol. 42(3), pages 695-704, May.
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    Cited by:

    1. Daniel Nyberg & Graham Sewell, 2014. "Collaboration, Co-operation or Collusion? Contrasting Employee Responses to Managerial Control in Three Call Centres," British Journal of Industrial Relations, London School of Economics, vol. 52(2), pages 308-332, June.
    2. Xiangmin Liu & Danielle D. van Jaarsveld & Yoshio Yanadori, 2022. "Customer aggression, employee voice and quit rates: Evidence from the frontline service workforce," British Journal of Industrial Relations, London School of Economics, vol. 60(2), pages 348-370, June.
    3. Bolaji Saheed HAMZAT & Bashiru Akande BELLO & Adedayo Mathias OPELE, 2018. "Compensation, Employee Performance And Organization Performance In Guarantee Trust Bank (Gt Bank) Plc," Business Excellence and Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 8(4), pages 14-28, December.

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