Employer strategies and wages in new service activities: A comparison of co-ordinated and liberal market economies

British Journal of Industrial Relations

Volumn 48, Issue 2, 2010, Pages 400-435

  Batt, Rosemary ^a   Nohara, Hiroatsu ^b   Kwon, Hyunji ^c  

^a School of Industrial and Labor Relations   (United States)

^b CNRS   (France)

^c KING'S COLLEGE LONDON   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 77954077104     PISSN: 00071080     EISSN: 14678543     Source Type: Journal    
DOI: 10.1111/j.1467-8543.2010.00789.x     Document Type: Article

References (71)

1. Appelbaum E, Bailey T, Berg P, Kalleberg A. Manufacturing Advantage 2000, Ithaca, NY, Cornell University Press
2. Arthur J. Effects of human resource systems on manufacturing performance and turnover. Academy of Management Journal 1994, 37:670-87.
3. Bailey T, Berg P, Sandy C. The effect of high performance work practices on employee earnings in the steel, apparel, and medical electronics and imaging industries. Industrial and Labor Relations Review 2001, 54(2):525-43.
4. Barker J. Tightening the iron cage: concertive control in self-managing teams. Administrative Science Quarterly 1993, 38:408-37.
5. Bartel A. Human resource management and organizational performance: evidence from retail banking. Industrial and Labor Relations Review 2004, 57(2):181-203.
6. Batt R. Work organization, technology, and performance in customer service and sales. Industrial and Labor Relations Review 1999, 52(4):539-64.
7. Batt R. Explaining intra-occupational wage inequality in telecommunications services: customer segmentation, human resource practices, and union decline. Industrial and Labor Relations Review 2001, 54(2A):425-49.
8. Batt R. Managing customer services: human resource practices, quit rates, and sales growth. Academy of Management Journal 2002, 45(3):587-97.
9. Batt R, Doellgast V, Kwon H. The US Call Centre Industry: Strategy, HR practices, and Performance. 2005, http://www.globalcallcenter.org, National Benchmarking Report.
10. Batt R, Nohara H. How institutions and business strategies affect wages: a cross national study of call centers. Industrial and Labor Relations Review 2009, 62(4):533-52.
11. Bauer T, Bender S. Flexible Work Systems and the Structure of Wages: Evidence from Matched Employer-Employee Data'. 2001, IZA Paper No. 353. Bonn, Germany
12. Black S, Lynch L, Krivelyova A. How workers fare when employers innovate. Industrial Relations 2004, 43(1):44-66.
13. Blanchflower D, Bryson A. Changes over time in union relative wage effects in the UK and the US revisited. International Handbook of Trade Unions 2003, 197-245. Addison J, Schnabel C. eds, Cheltenham, England and Northamption, MA, Elgar, chapter 7, pp.
14. Blau F, Kahn L. Institutions and laws in the labor market. Handbook of Labor Economics 1999, 1399-461. Ashenfelter O, Card D. eds, Vol. 3, Amsterdam, Elsevier, pp.
15. Low Wage Work in Germany 2008, Bosch GWeinkopf C. eds, New York, Russell Sage Foundation
16. Brown W, Marginson P, Walsh J. The management of pay as the influence of collective bargaining diminishes. Industrial Relations: Theory and Practice in Britain 2003, 189-213. Edwards P, ed., 2nd, edn., Oxford, UK, Blackwell, pp.
17. Bryson A, Forth J. The Theory and Practice of Pay Setting'. 2006, Manpower Human Resources Lab. MHRLdp001. London School of Economics and Political Science. December
18. Bryson A, Freeman R. Doing the Right Thing? Does Fair Share Capitalism Improve Workplace Performance? 2006, Mimeo
19. Calmfors L, Driffill J. Bargaining structure, corporatism and macroeconomic performance. Economic Policy 1988, 6:12-61.
20. Cappelli P. Technology and skill requirements: implications for establishment wage structures. New England Economic Review 1996, (May-June):138-54.
21. Cappelli P. Employment Practices and Business Strategy 1999, ed., Oxford, Oxford University Press
22. Low Wage Work in France 2008, Caroli EGautie J. eds, New York, Russell Sage Foundation
23. Carroll R J, Wang S, Simpson D G, Stromberg A J, Ruppert D. 'The Sandwich (Robust Covariance Matrix) Estimator'. 1998, January 26. Unpublished Paper
24. Coutrot T. Innovations dans le travail: la pression de la concurrence internationale, l'atout des qualifications: Première Synthèse'. 2000, Dares. N°9.2
25. Doellgast V. Collective bargaining and high involvement management in comparative perspective: evidence from US and German call centres. Industrial Relations 2008, 47(2):284-319.
26. Doellgast V, Holtgrewe U, Deery S. The effects of national institutions and collective bargaining arrangements on job quality in front-line service workplaces. Industrial and Labor Relations Review 2009, 62(4):489-509.
27. Doeringer P, Piore M. Internal Labor Markets and Manpower Analysis 1971, Lexington, MA, Heath and Co
28. Eisenhardt K. Agency and institutional theory explanations: the case of retail sales compensation. Academy of Management Journal 1988, 31(3):488-511.
29. Fernie S, Metcalf D. (Not) Hanging on the Telephone: Payment Systems in the New Sweatshops 1998, Working Paper 370, London, Centre for Economic Performance London School of Economics and Political Science
30. Forth J, Millward N. High-involvement management and pay in Britain. Industrial Relations 2004, 43(1):98-119.
31. French M, Dunlap L. Compensating wage differentials for job stress. Applied Economics 1998, 30(8):1067-75.
32. Low Wage Work in a Wealthy World 2010, Gautie JSchmidt J. eds, New York, Russell Sage Foundation
33. Gerhart B, Wright P, McMahan G, Snell S. Measurement error in research on the human resources and firm performance relationship: how much error is there and how does it influence effect size estimates? Personnel Psychology 2000, 53:803-34.
34. Greenan N. Innovation technologique, changements organizationnels et evolution des compétences. Economie et Statistique 1996, 298:15-34.
35. Hall P, Soskice D. Varieties of Capitalism: The Institutional Foundations of Comparative Advantage 2001, Oxford, Oxford University Press
36. Hamilton B, Nickerson J, Owan H. Team incentives and worker heterogeneity: an empirical analysis of the impact of teams on productivity and participation. Journal of Political Economy 2003, 111:465-97.
37. Handel M, Gittleman M. Is there a wage payoff to innovative work practices? Industrial Relations 2004, 43(1):67-97.
38. Handel M, Levine D. Editors' introduction: the effects of new work practices on workers. Industrial Relations 2004, 43(1):1-42.
39. Helper S, Levine D, Bendoly E. Employee involvement and pay at American auto suppliers. Journal of Economic Management and Strategy 2002, 11(2):329-77.
40. Holman D, Batt R, Holtgrewe U. The Global Call Centre Report: International Perspectives on Management and Employment'. 2007, http://www.globalcallcenter.org
41. Holman D, Frenkel S, Sorensen O, Wood S. Work design variation and outcomes in call centers: Strategic choice and institutional explanations. Industrial and Labor Relations Review 2009, 62(4):510-32.
42. Holman D, Wood S, Stride C. Human Resource Management in U.K. Call Centres 2005, Sheffield, Institute of Work Psychology in association with the Call Centre Association, University of Sheffield
43. Holst H. The political economy of trade union strategies in Austria and Germany: the case of call centres. European Journal of Industrial Relations 2008, 14(1):25-45.
44. Jackson G, Deeg R. How Many Varieties of Capitalism?: Comparing the Comparative Institutional Analyses of Capitalist Diversity'. 2006, http://www.mpi-fg-koeln.mpg.de/pu/mpifg_dp/dp06-2.pdf, MPIfG Discussion Paper 06/2, Max-Planck-Institut für Gesellschaftsforschung, Köln.
45. Katz H, Darbishire O. Converging Divergences: Worldwide Changes in Employment Systems 2000, Ithaca, NY, ILR Press Books
46. Kauermann G, Carroll R J. A note on the efficiency of sandwich covariance matrix estimation. Journal of the American Statistical Association 2001, 94(456):1387-96.
47. Lanciano-Morandat C, Nohara H, Tchobanian R. French Call Centre Industry Report. 2005, http://www.globalcallcenter.org, 2004'.
48. Lester R. A range theory of wage differentials. Industrial and Labor Relations Review 1952, 5:483-500.
49. Levine D, Belman D, Charness G, Groshen E, O'Shaughnessy K C. Changes in Careers and Wage Structures at Large American Employers 2003, Kalamazoo, MI, Upjohn Institute
50. Lorenz E, Valeyre A. Organisational innovation, human resource management and labour market structure: a comparison of the EU-15. The Journal of Industrial Relations 2005, 47(3):424-42.
51. MacDuffie J P. Human resource bundles and manufacturing performance. Industrial and Labor Relations Review 1995, 48:197-201.
52. Marginson P, Arrowsmith J, Sisson K. Between decentralization and Europeanization: sectoral bargaining in four countries and two sectors. European Journal of Industrial Relations 2003, 9(2):163-87.
53. Marsden D, Belfield R, Benhamou S. Incentive Pay Systems and the Management of Human Resources in France and Great Britain'. 2007, CEP Discussion Paper 796. Centre for Economic Performance. London School of Economics and Political Science. May
54. Maurice M, Seller F, Silvestre J. The Social Foundations of Industrial Power 1986, Cambridge, MA, MIT Press
55. Millward N, Forth J, Bryson A. Changes in Employment Relations, 1980-1998, Britain at Work: As Depicted by the 1998 Workplace Employee Relations Survey 2000, Oxford, Routledge
56. Ochel W. Decentralizing wage bargaining in Germany - a way to increase employment? Labor 2005, 19(1):91-121.
57. Osterman P. Choice of employment systems in internal labor markets. Industrial Relations 1987, 26(1):46-67.
58. Osterman P. Work reorganization in an era of restructuring: trends in diffusion and effects on employee welfare. Industrial and Labor Relations Review 2000, 53(2):179-96.
59. Osterman P. The wage effects of high performance work organization in manufacturing. Industrial and Labor Relations Review 2006, 59(2):187-204.
60. Pendleton A, Whitfield K, Bryson A. The changing use of contingent pay at the modern British workplace. The Evolution of the Modern Workplace 2009, 256-84. Brown W, Bryson A, Forth JWhitfield K. eds, Cambridge, Cambridge University Press, pp
61. Piore M. Birds of Passage: Migrant Labor in Industrial Societies 1979, Cambridge, Cambridge University Press
62. Scholten J, Holtgrewe U. The Global Call Centre Industry Projekt - Deutschland: Erste Ergebnisse der Telefonumfrage fr Deutschland. 2006, No. 2/2006, Duisburger Beitrzur Soziologischen Forschung
63. Schönauer A. Qualität der Arbeit in Callcentern. Fallstudie Österreich im Global Call Center Industry Project. 2005, http://www.forba.at/files/download/download.php?_mmc=czo2OiJpZD0xNDIiOw, FORBA Forschungsbericht 5/2005. Available at:
64. Silvestre J-J. Les Inégalités De Salaries: Marché Du Travail Et Croissance Economique 1978, Pairs, Presse Universitaire de France
65. Sørensen O, El-Salanti N. Call Centers in Denmark 2004: Strategy, HR Practices, and Performance. 2005, http://www.globalcallcenter.org, Report for the Russell Sage Foundation. Available at:
66. Beyond Continuity: Explorations in the Dynamics of Advanced Political Economies 2005, Streeck WThelen K. eds, Oxford, Oxford University Press
67. Traxler F. state regulation and the trajectories of industrial relations. European Journal of Industrial Relations 2003, 9(2):141-61. Bargaining
68. Valverde M, Gorjup M T, Martí N, Ryan G, Villarroya M. The Call Center Sector in Spain: Performance, Strategies and Human Resource Management Practices. 2006, Report. Grup de Recerca Factor Humà, Organitzacions i Mercats (FHOM), Departament de Gestió d'Empreses, Universitat Rovira i Virgili, Reus, Spain
69. van Jaarsveld D, Frost A, Walker D. Canadian Call Center Report. 2006, http://www.globalcallcenter.org, Vancouver, University of British Columbia. Available at:
70. Visser J. Union membership statistics in 24 countries: Monthly Labor Review. 2006, 38-49. January
71. Westergaard-Nielsen N. Low Wage Work in Denmark 2008, ed, New York, Russell Sage Foundation