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

Danielle D. Van Jaarsveld*, Yoshio Yanadori

*この研究の対応する著者

研究成果: Article査読

12 被引用数 (Scopus)

抄録

We investigate compensation management in in-house and outsourced call centres with original establishment-level data collected in Canada. Our analysis reveals that both customer service representatives (CSRs) and managers employed in outsourced call centres earn 91 per cent of the cash pay earned by their in-house counterparts. Lower cash pay levels in outsourced call centres are related to higher CSR quit rates and absenteeism. Although CSR cash pay is associated with improved workforce performance, the disparity in cash pay between in-house and outsourced call centres does not result in a significant difference in workforce performance.

本文言語English
ページ(範囲)s1-s26
ジャーナルBritish Journal of Industrial Relations
49
1 SUPPL. 1
DOI
出版ステータスPublished - 2011 6
外部発表はい

ASJC Scopus subject areas

  • ビジネス、管理および会計(全般)
  • 組織的行動および人的資源管理
  • 技術マネージメントおよび技術革新管理

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