Cornell University

Global Call Center Project

169 Ives Faculty Building, 607-254-4437

Selected Publications by Author

Batt, Rosemary, and Lisa Moynihan.  2005.  "Human Resource Management, Service Quality, and Economic Performance in Call Centers." CAHRS working paper No. 06.01.

Batt, Rosemary.  2002.  "Managing Customer Services: Human Resource Practices, Quit Rates, and Sales Growth." Academy of Management Journal. 45(3):587-597.

Batt, Rosemary, and Lisa Moynihan.  2002.  "The Viability of Alternative Call Center Production Models," Human Resource Management Journal (HRMJ). October.

Batt, Rosemary.  2001.  "Explaining Wage Inequality in Telecommunications Services: Customer Segmentation, Human Resource Practices, and Union Decline." Industrial and Labor Relations Review 54(2A):425-49.

Batt, Rosemary.  2000.  "Strategic Segmentation and Frontline Services: Matching Customers, Employees, and Human Resource Systems." International Journal of Human Resource Management.  11(3):540-61.

Batt, Rosemary.  1999.  "Work Organization, Technology, and Performance in Customer Service and Sales." Industrial and Labor Relations Review, 52(4):539-564.

Benner, Chris. 2006. "'South Africa On-Call': Information Technology and Labour Restructuring in South African Call Centers" Regional Studies

De Grip, A, I. Sieben & D. van Jaarsveld (2006). De callcenterbranche in de Nederlandse arbeidsmarkt en arbeidsverhoudingen. Tijdschrift voor Arbeidsvraagstukken, 22: 71-83. (scientific article in Dutch; hard copy available on request)

Frenkel, S.J., Orlitzky, M. and  C. Wallace.  "Accounting for Absence from Work in Australian Call Centres: Re-enter Human Relations Theory?" International Human Resource Conference Proceedings, Melbourne, 2005, pp.18.

Gorjup, M.T.; Valverde, M.; Ryan, G. (2006). ¿Como medir la calidad del trabajo? Generación de un índice para la detección de buenos y malos trabajos en el sector de Call Centers. IV Congreso de Metodología de Encuestas. Pamplona, septiembre.

Melo, Pedro Lucas de Resende and Felipe Mendes Borini. 2006. Quando Terceirizar o Call Center? XXX ENANPAD, Salvador.

Melo, Pedro Lucas de Resende, Felipe Mendes Borini, Moacir Miranda de Oliveira Jr., and Arnaldo J. França Mazzei Noguiera.  2006. O Emprego Tecnológico em Call Centers Terceirizados: Siemens HiPath ProCenters Suites. III Simpósio de Excelência em Gestão e Tecnólogia, Resende.

Melo, Pedro Lucas de Resende, Felipe Mendes Borini, and Moacir Miranda de Oliveira Jr. 2007.  Human Resources and Strategy in Outsourced and In-Home Call Centers: Empirical Findings from Brazil. Academy of Management Meeting. Philadelphia.

Omar, R. 2005. "New Work Order or More of the Same: Call Centers in South Africa". In Webster, EC. & Von Holdt, K. (eds.). Beyond the Apartheid Workplace: Studies in Transition. Durban: University of KwaZulu Natal Press.

Ryan, G.; Valverde, M.; Gorjup, M.T. (2006) An analysis of job quality in the technology mediated workplace. EGOS Colloquim, Bergen (Norway), July.

Ryan, G.; Valverde, M.; Gorjup, M.T. (2006) Delivering the Promises of the Information Society: Evidence of Good and Bad Jobs in the Call Center. The 61st International Atlantic Economic Conference. Berlin (Germany), March.

Schönauer, Annika and Eichmann Hubert. 2006. Callcenter-Arbeit: flexibler (Neben)Verdienst oder dauerhafte Prekarität? In: Kontraste - Presse- und Informationsdienst für Sozialpolitik, 1/2006

Sieben, I. & A. de Grip (2004). Training and Expectations on Job Mobility in the Call Centers Sector, Journal of European Industrial Training: 28, 257-271. (scientific article in English; hard copy available on request)

Sieben, I & A. de Grip (2003). Competenties en skill gaps van callcentermedewerkers. Tijdschrift voor Arbeidsvraagstukken, 19: 34-47.
(scientific article in Dutch; hard copy available on request)

Valverde, M.; Ryan, G.; Gorjup, M.T. (2007) An examination of the quality of jobs in the call center industry. International Advances in Economic Research, Vol. 13, No.2 (forthcoming).

Valverde, M.; Gorjup, M.T.; Martí, N.; Ryan, G.; Vidal, A.; Villarroya, M. (2006) Els call-centers a nivell internacional: Factors diferencials de Catalunya en l'àmbit dels centres d'atenció telefònica. Barcelona: CIDEM.