Work Organization, Technology, and Performance in Customer Service and Sales
Author
Abstract
Suggested Citation
DOI: 10.1177/001979399905200403
Download full text from publisher
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- Casey Ichniowski & Kathryn Shaw, 2004. "Using "Insider Econometrics" to Study Productivity," American Economic Review, American Economic Association, vol. 94(2), pages 217-223, May.
- Brent Boning & Casey Ichniowski & Kathryn Shaw, 2007.
"Opportunity Counts: Teams and the Effectiveness of Production Incentives,"
Journal of Labor Economics, University of Chicago Press, vol. 25(4), pages 613-650.
- Brent Boning & Casey Ichniowski & Kathryn Shaw, 2001. "Opportunity Counts: Teams and the Effectiveness of Production Incentives," NBER Working Papers 8306, National Bureau of Economic Research, Inc.
- Sergio Salis & Allan M. Williams, 2010. "Knowledge Sharing through Face‐to‐Face Communication and Labour Productivity: Evidence from British Workplaces," British Journal of Industrial Relations, London School of Economics, vol. 48(2), pages 436-459, June.
- Casey Ichniowski & Kathryn Shaw, 2003. "Beyond Incentive Pay: Insiders' Estimates of the Value of Complementary Human Resource Management Practices," Journal of Economic Perspectives, American Economic Association, vol. 17(1), pages 155-180, Winter.
- Yang, Yefei & Lee, Peter K.C. & Cheng, T.C.E., 2016. "Continuous improvement competence, employee creativity, and new service development performance: A frontline employee perspective," International Journal of Production Economics, Elsevier, vol. 171(P2), pages 275-288.
- Kiu-Sik Bae & Hiroyuki Chuma & Takao Kato & Dong-Bae Kim & Isao Ohashi, 2011.
"High Performance Work Practices and Employee Voice: A Comparison of Japanese and Korean Workers,"
Industrial Relations: A Journal of Economy and Society, Wiley Blackwell, vol. 50(1), pages 1-29, January.
- Bae, Kiu-Sik & Chuma, Hiroyuki & Kato, Takao & Kim, Dong-Bae & Ohashi, Isao, 2010. "High Performance Work Practices and Employee Voice: A Comparison of Japanese and Korean Workers," IZA Discussion Papers 4956, Institute of Labor Economics (IZA).
- Derek C. Jones & Takao Kato, 2011.
"The Impact of Teams on Output, Quality, and Downtime: An Empirical Analysis Using Individual Panel Data,"
ILR Review, Cornell University, ILR School, vol. 64(2), pages 215-240, January.
- Jones, Derek & Kato, Takao, 2007. "The Impact of Teams on Output, Quality and Downtime: An Empirical Analysis Using Individual Panel Data," Working Papers 104-24, Department of Economics, Colgate University.
- Jones, Derek C. & Kato, Takao, 2007. "The Impact of Teams on Output, Quality and Downtime: An Empirical Analysis Using Individual Panel Data," IZA Discussion Papers 2917, Institute of Labor Economics (IZA).
- Hiroyuki Chuma & Takao Kato & Isao Ohashi, 2004. "What Japanese Workers Want: Evidence from the Japanese Worker Representation and Participation Survey," Discussion papers 04019, Research Institute of Economy, Trade and Industry (RIETI).
- Stephen R. Barley & Gideon Kunda, 2001. "Bringing Work Back In," Organization Science, INFORMS, vol. 12(1), pages 76-95, February.
- Cottini, Elena & Kato, Takao & Westergaard-Nielsen, Niels, 2011.
"Adverse workplace conditions, high-involvement work practices and labor turnover: Evidence from Danish linked employer–employee data,"
Labour Economics, Elsevier, vol. 18(6), pages 872-880.
- Cottini, Elena & Kato, Takao & Westergård-Nielsen, Niels C., 2009. "Adverse Workplace Conditions, High-Involvement Work Practices and Labor Turnover: Evidence from Danish Linked Employer-Employee Data," IZA Discussion Papers 4587, Institute of Labor Economics (IZA).
- Rosemary Batt & Hiroatsu Nohara & Hyunji Kwon, 2010.
"Employer Strategies and Wages in New Service Activities: A Comparison of Co‐ordinated and Liberal Market Economies,"
British Journal of Industrial Relations, London School of Economics, vol. 48(2), pages 400-435, June.
- Rosemary Batt & Hiroatsu Nohara & Hyunji King'S College London Kwon, 2010. "Employer Strategies and Wages in New Service Activities: A Comparison of Co-ordinated and Liberal Market Economies," Post-Print halshs-00484745, HAL.
- Shaw, Kathryn, 2009. "Insider econometrics: A roadmap with stops along the way," Labour Economics, Elsevier, vol. 16(6), pages 607-617, December.
- Peter Cappelli & William H. Carter, 2000. "Computers, Work Organization, and Wage Outcomes," NBER Working Papers 7987, National Bureau of Economic Research, Inc.
- Yang, Yefei & Lee, Peter K.C. & Cheng, T.C.E., 2015. "Operational improvement competence and service recovery performance: The moderating effects of role stress and job resources," International Journal of Production Economics, Elsevier, vol. 164(C), pages 134-145.
- Neumark, David & Reed, Deborah, 2004.
"Employment relationships in the new economy,"
Labour Economics, Elsevier, vol. 11(1), pages 1-31, February.
- David Neumark & Deborah Reed, 2002. "Employment Relationships in the New Economy," NBER Working Papers 8910, National Bureau of Economic Research, Inc.
- Adam Seth Litwin, 2013. "Not Featherbedding, but Feathering the Nest: Human Resource Management and Investments in Information Technology," Industrial Relations: A Journal of Economy and Society, Wiley Blackwell, vol. 52(1), pages 22-52, January.
- Francesco D. Sandulli & Paul M.A. Baker & José I. López-Sánchez, 2014. "Jobs mismatch and productivity impact of information technology," The Service Industries Journal, Taylor & Francis Journals, vol. 34(13), pages 1060-1074, September.
- Stock, Ruth Maria, 2016. "Understanding the relationship between frontline employee boreout and customer orientation," Journal of Business Research, Elsevier, vol. 69(10), pages 4259-4268.
- Mustafa Kesen, 2016. "The Impact of Employee Training and Innovation on Turnover Intention: An Empirical Research," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 6(1), pages 174-185, January.
- Kathryn Shaw, 2004. "The Human Resources Revolution: Is It a Productivity Driver?," NBER Chapters, in: Innovation Policy and the Economy, Volume 4, pages 69-114, National Bureau of Economic Research, Inc.
- Kato, Takao & Shu, Pian, 2011. "Competition, Group Identity, and Social Networks in the Workplace: Evidence from a Chinese Textile Firm," IZA Discussion Papers 6219, Institute of Labor Economics (IZA).
- Kato, Takao & Shu, Pian, 2008. "Performance Spillovers and Social Network in the Workplace: Evidence from Rural and Urban Weavers in a Chinese Textile Firm," IZA Discussion Papers 3340, Institute of Labor Economics (IZA).
- John Boudreau & Wallace Hopp & John O. McClain & L. Joseph Thomas, 2003. "On the Interface Between Operations and Human Resources Management," Manufacturing & Service Operations Management, INFORMS, vol. 5(3), pages 179-202, September.
Corrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:ilrrev:v:52:y:1999:i:4:p:539-564. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: . General contact details of provider: http://www.ilr.cornell.edu .
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
We have no bibliographic references for this item. You can help adding them by using this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: http://www.ilr.cornell.edu .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.