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The high costs of outsourcing: Vendor errors, customer mistreatment, and well-being in call centers 外包的高昂成本：供应商错误、客户虐待和呼叫中心的福利
IF 2.3 3区 管理学
Industrial Relations Pub Date : 2023-06-12 DOI: 10.1111/irel.12338
Sean O'Brady, Virginia Doellgast, David Blatter
{"title":"The high costs of outsourcing: Vendor errors, customer mistreatment, and well-being in call centers","authors":"Sean O'Brady,&nbsp;Virginia Doellgast,&nbsp;David Blatter","doi":"10.1111/irel.12338","DOIUrl":"10.1111/irel.12338","url":null,"abstract":"<p>We analyze the impact of outsourcing on the well-being of internal call center employees in the U.S. telecommunications industry. Our findings draw on mixed-methods data. The qualitative findings suggest that internal employees experienced escalating job demands connected to errors by third-party call center vendors and their employees due to additional work and intensified customer frustrations. SEM results show sequential mediation between the time internal employees spent correcting vendor errors, customer mistreatment of employees, emotional exhaustion, job satisfaction, and absenteeism. Employee autonomy over customer-related decisions appeared to help workers manage these job demands and their effects on well-being.</p>","PeriodicalId":47700,"journal":{"name":"Industrial Relations","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2023-06-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/irel.12338","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115840139","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
The limits of using grievance procedures to combat workplace discrimination 利用申诉程序打击工作场所歧视的局限性
IF 2.3 3区 管理学
Industrial Relations Pub Date : 2023-05-25 DOI: 10.1111/irel.12335
Ayushi Narayan
{"title":"The limits of using grievance procedures to combat workplace discrimination","authors":"Ayushi Narayan","doi":"10.1111/irel.12335","DOIUrl":"10.1111/irel.12335","url":null,"abstract":"<p>I examine the move from phone to online Equal Employment Opportunity (EEO) reporting at the United States Postal Service (USPS) to identify the causal impact of grievance procedure use. This shift led to a large increase in sex–based complaints at the USPS in areas with greater access to broadband. However, I observe no commensurate change in sex gaps related to turnover, hiring, and promotions. My results suggest that a 10% increase in sex–based complaints changes the female share in separations or hires by less than 1%. Increased investment in grievance procedures appears unlikely to significantly influence discrimination outcomes.</p>","PeriodicalId":47700,"journal":{"name":"Industrial Relations","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2023-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122772659","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Performance-related pay, mental and physiological health 与绩效挂钩的薪酬、心理和生理健康
IF 2.3 3区 管理学
Industrial Relations Pub Date : 2023-05-16 DOI: 10.1111/irel.12334
Nicole Andelic, Julia Allan, Keith A. Bender, Daniel Powell, Ioannis Theodossiou
{"title":"Performance-related pay, mental and physiological health","authors":"Nicole Andelic,&nbsp;Julia Allan,&nbsp;Keith A. Bender,&nbsp;Daniel Powell,&nbsp;Ioannis Theodossiou","doi":"10.1111/irel.12334","DOIUrl":"10.1111/irel.12334","url":null,"abstract":"<p>Much of the literature on performance-related pay (PRP) and poor health relies on self-reported data, and the relationship is difficult to examine due to confounding variables. We examine the relationship between PRP and three groups of health measures using data from the UKHLS: blood pressure, inflammation markers in blood, and self-reported health. Regressions correcting for self-selection bias and socio-demographic covariates find that PRP contracts are associated with poorer mental health, higher systolic blood pressure, and higher levels of fibrinogen. These findings suggest that firms that use PRP may need to implement policies to mitigate against PRP-related stress.</p>","PeriodicalId":47700,"journal":{"name":"Industrial Relations","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2023-05-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/irel.12334","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116089673","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
The employer perspective on wage law non-compliance: State of the field and a framework for new understanding 雇主对不遵守工资法的看法：现状和新的理解框架
IF 2.3 3区 管理学
Industrial Relations Pub Date : 2023-04-15 DOI: 10.1111/irel.12333
Stephen Clibborn, Sally Hanna-Osborne
{"title":"The employer perspective on wage law non-compliance: State of the field and a framework for new understanding","authors":"Stephen Clibborn,&nbsp;Sally Hanna-Osborne","doi":"10.1111/irel.12333","DOIUrl":"https://doi.org/10.1111/irel.12333","url":null,"abstract":"<p>This article offers the first systematic review of empirical research addressing the question of why employers underpay their employees, from the perspective of employers themselves – a perspective largely missing from scholarly examination of wage law non-compliance. We conducted a comprehensive search of the vast peer-reviewed literature on the topic, identifying studies which collected and analyzed primary data from employers regarding why they breached wage laws. A review of these studies identified four broad types of explanation offered by employers relating to financial viability, perceived consequences of non-compliance, ethical and normative rationalization, and the role of external actors. We propose a research agenda and theoretical framework based on the key empirical, methodological and theoretical gaps which remain in understanding why employers underpay their employees, and discuss how this agenda can inform policy interventions designed to ameliorate the problem.</p>","PeriodicalId":47700,"journal":{"name":"Industrial Relations","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2023-04-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/irel.12333","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50133258","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
Social norms and gendered occupational choices of men and women: Time to turn the tide? 社会规范和男女的性别职业选择：是时候扭转局面了吗？
IF 2.3 3区 管理学
Industrial Relations Pub Date : 2023-04-12 DOI: 10.1111/irel.12332
Patricia Palffy, Patrick Lehnert, Uschi Backes-Gellner
{"title":"Social norms and gendered occupational choices of men and women: Time to turn the tide?","authors":"Patricia Palffy,&nbsp;Patrick Lehnert,&nbsp;Uschi Backes-Gellner","doi":"10.1111/irel.12332","DOIUrl":"https://doi.org/10.1111/irel.12332","url":null,"abstract":"<p>We analyze the relationship between social gender norms and adolescents' occupational choices by combining regional votes on constitutional amendments on gender equality with job application data from a large job board for apprenticeships. The results show that adolescent males in regions with stronger traditional social gender norms are more likely to apply for typically male occupations. This finding does not hold for females, suggesting that incentivizing men to break the norms and choose gender-atypical occupations (e.g., in healthcare) can be even more effective in accelerating advancement toward gender equality in the labor market than incentivizing women to choose STEM occupations.</p>","PeriodicalId":47700,"journal":{"name":"Industrial Relations","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2023-04-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/irel.12332","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50129317","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
Quantifying and explaining the decline in public schoolteacher retirement benefits 量化和解释公立学校教师退休福利的下降
IF 2.3 3区 管理学
Industrial Relations Pub Date : 2023-03-17 DOI: 10.1111/irel.12329
Nino Abashidze, Robert L. Clark, Lee A. Craig
{"title":"Quantifying and explaining the decline in public schoolteacher retirement benefits","authors":"Nino Abashidze,&nbsp;Robert L. Clark,&nbsp;Lee A. Craig","doi":"10.1111/irel.12329","DOIUrl":"https://doi.org/10.1111/irel.12329","url":null,"abstract":"<p>We estimate that, between 2000 and 2020, the average initial monthly retirement benefit for teachers retiring with 30 years of service has been reduced by 11.2%, though the decline in benefits varies substantially across the states (the median reduction in the initial benefit was 1.9%). We also find that plans covering only teachers, and plans in which teachers are not in Social Security, have made smaller reductions in the generosity of their pension benefits.</p>","PeriodicalId":47700,"journal":{"name":"Industrial Relations","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2023-03-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/irel.12329","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50135836","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
What is the best website for recruiting? 什么是最好的招聘网站？
IF 2.3 3区 管理学
Industrial Relations Pub Date : 2023-03-17 DOI: 10.1111/irel.12331
Véronique Rémy, Véronique Simonnet
{"title":"What is the best website for recruiting?","authors":"Véronique Rémy,&nbsp;Véronique Simonnet","doi":"10.1111/irel.12331","DOIUrl":"https://doi.org/10.1111/irel.12331","url":null,"abstract":"<p>Do employers form higher-quality matches at a lower cost when they hire via websites such as corporate websites, specialized sites, generalist sites, or the site of the public employment service (PES)? Based on a survey of French establishments, we find that employers who rely on the Internet to look for candidates employ more search channels and selection methods. Of Internet users, the employers who recruit via the PES website consider their match to be less satisfying, whereas those who hire via the company website obtain better matches. There is no relationship between the vacancy duration and the recruitment channel.</p>","PeriodicalId":47700,"journal":{"name":"Industrial Relations","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2023-03-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/irel.12331","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50135835","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Five decades of CPS wages, methods, and union-nonunion wage gaps at Unionstats.com Unionstats.com上50年的CPS工资、方法和工会非工会工资差距
IF 2.3 3区 管理学
Industrial Relations Pub Date : 2023-03-15 DOI: 10.1111/irel.12330
David A. Macpherson, Barry T. Hirsch
{"title":"Five decades of CPS wages, methods, and union-nonunion wage gaps at Unionstats.com","authors":"David A. Macpherson,&nbsp;Barry T. Hirsch","doi":"10.1111/irel.12330","DOIUrl":"https://doi.org/10.1111/irel.12330","url":null,"abstract":"<p>Unionstats.com provides annual measures of union, nonunion, and overall wages, beginning in 1973, compiled from the U.S. Current Population Surveys. Regression-based union wage gap estimates are presented economy-wide, for demographic groups, and sectors (private/public, industries). Union wage gaps are higher in the private than in the public sector, higher for men than women, roughly similar for black and white men, and much higher for Hispanic men than for Hispanic women. The database is updated annually.</p>","PeriodicalId":47700,"journal":{"name":"Industrial Relations","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2023-03-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/irel.12330","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50133786","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Amplifying the gender gap in academia: “Caregiving” at work during the pandemic 扩大学术界的性别差距：疫情期间工作中的“照顾”
IF 2.3 3区 管理学
Industrial Relations Pub Date : 2023-02-20 DOI: 10.1111/irel.12326
Colleen Flaherty Manchester, Sophie Leroy, Patricia C. Dahm, Theresa M. Glomb
{"title":"Amplifying the gender gap in academia: “Caregiving” at work during the pandemic","authors":"Colleen Flaherty Manchester,&nbsp;Sophie Leroy,&nbsp;Patricia C. Dahm,&nbsp;Theresa M. Glomb","doi":"10.1111/irel.12326","DOIUrl":"https://doi.org/10.1111/irel.12326","url":null,"abstract":"<p>We examine the effects of the COVID-19 pandemic on faculty using survey data. First, we uncover heterogeneity in the immediate effects on research productivity and burnout. Three groups emerged (Career Accelerated, Career Insulated, and Career Headwinds) with female faculty disproportionately represented in Career Headwinds, experiencing both high burnout and declines in research productivity. Second, we examine how greater caregiving demands at home and at work—in the form of institutional service—contribute to gender differences. We find female faculty reported greater increases in service demands, and these exerted greater drag on their careers through a larger crowd out of research time.</p>","PeriodicalId":47700,"journal":{"name":"Industrial Relations","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2023-02-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50138854","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Comparative impacts of the COVID-19 pandemic on work and employment—Why industrial relations institutions matter 新冠肺炎疫情对工作和就业的比较影响——劳资关系机构的作用
IF 2.3 3区 管理学
Industrial Relations Pub Date : 2023-01-24 DOI: 10.1111/irel.12328
Tony Dobbins, Stewart Johnstone, Marta Kahancová, J. Ryan Lamare, Adrian Wilkinson
{"title":"Comparative impacts of the COVID-19 pandemic on work and employment—Why industrial relations institutions matter","authors":"Tony Dobbins,&nbsp;Stewart Johnstone,&nbsp;Marta Kahancová,&nbsp;J. Ryan Lamare,&nbsp;Adrian Wilkinson","doi":"10.1111/irel.12328","DOIUrl":"https://doi.org/10.1111/irel.12328","url":null,"abstract":"<p>This introduction assesses the international impacts of the COVID-19 pandemic on work and employment. It outlines conceptually why industrial relations institutions matter for shaping policy choices across different countries. This includes countries in the Global South that are not covered by conventional varieties of capitalism theories. An important focus is what IR institutions and policies played a protective role in the decommodification of labor during the pandemic, notably short-time working (furlough) schemes, tripartite cooperative pacts, works councils, collective bargaining, and active labor market policies. IR institutions continue to matter, and the contributions in this Special Issue can inform future research.</p>","PeriodicalId":47700,"journal":{"name":"Industrial Relations","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2023-01-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50118996","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
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