An Examination of the Quality of Jobs in the Call Center Industry

This paper examines jobs in the information society and the new economy, taking as its focus the call center industry. More specifically, the study analyzes the degree of variability of the quality of call center jobs. In order to achieve this objective, an index of job quality is generated, and an empirical analysis of the characteristics of jobs in call centers is carried out. This allows us to determine the level and variability of quality of jobs in this sector and to establish whether the reality of these jobs is as good as the forecasts for work in the new economy.      

What is going on when nothing is going on? Exploring the role of the consumer in shaping waiting situations

Research on waiting in services focuses mainly on the role of companies in waiting situations. Much of the existing research envisages the consumer as a passive victim of the delays caused by companies. This article redresses the imbalance in research on waiting by exploring the role of consumers in waiting situations. A qualitative methodology is used, involving data collection through in‐depth interviews and personal diaries, to facilitate an in‐depth analysis of consumers’ waiting experiences. Additionally, a holistic approach is employed with a view to examining the ‘whole’ waiting experience rather than individual or isolated aspects of waiting. The main finding of the study is that consumers play an active and deliberate role in waiting situations. This is the first study to empirically identify the behaviours and initiatives undertaken by consumers when forced to wait for services. The results suggest that consumers play an active role in organising and reducing the real or perceived waiting time. They actively seek information on the length and causes of the wait. And, on occasions, the consumer may also be the cause of the wait or may even increase the delay by their actions. In contrast to most of the existing research on the topic of waiting, this study adopt a qualitative, in‐depth approach, with a multicultural sample, and a focus on the consumer whose role in waiting has previously been overlooked.     

Executive Gender Pay Gaps: The Roles of Female Risk Aversion and Board Representation

Using a large sample of executives in S&P 1500 firms over 1996–2010, we document significant salary and total compensation gaps between female and male executives and explore two possible explanations for the gaps. We find support for greater female risk aversion as one contributing factor. Female executives hold significantly lower equity incentives and demand larger salary premiums for bearing a given level of compensation risk. These results suggest that females’ risk aversion contributes to the observed lower pay levels through its effect on ex ante compensation structures. We also find evidence that the lack of gender diversity on corporate boards affects the size of the gaps. In firms with a higher proportion of female directors on the board, the gaps in salary and total pay levels are lower. Together, these findings suggest that female higher risk aversion may act as a barrier to full pay convergence, despite the mitigating effect from greater gender diversity on the board.     

Business vision of human resources

The aim of this paper is twofold. First, it questions the traditional view of the two sides of the labor market. The demand is made up of an aggregate of organizations seeking to fill a number of workplaces, and the supply is constituted by the labor factor or workforce as a group of individuals who freely offer their work in exchange for monetary compensation. Second, this paper initiates a debate about a more adequate (or more realistic) understanding of the demand-supply idea regarding labor by putting forth an alternative interpretation of the role played by the agents composing the labor market. In this sense, this paper reflects upon the situation of the labor market rather than on theory-building or testing its changes.     

Easier said than done: a review of antecedents influencing effective HR implementation

Abstract

Despite the importance of effective implementation of HR policies and practices for the achievement of HR outcomes, this remains an area of research to which HR scholars have paid limited attention, without a clear conceptualization of constructs and a lack of consolidation of research findings. Moreover, the field does not avail of an organized corpus of knowledge to guide how to accomplish the successful implementation of HR practices. As a response to this situation, the present study provides a review of empirically grounded evidences about antecedents that can influence effective HR implementation. With the results of the review, we generate a model that organizes the elements identified according to content, context and process, and that proposes relationships among them. The study also delineates much-needed avenues for further research on this topic, and constitutes a first step to claim attention for the phenomenon of HR implementation among HR scholars.     

“Handle with care”: The mediating role of schedule i‐deals in the relationship between supervisors' own caregiving responsibilities and employee outcomes

Drawing on theories of perspective‐taking and i‐deals, this study explores the impact of supervisors' own caregiving responsibilities for elders and parental status on subordinates' schedule i‐deals. Moreover, we investigate the extent to which schedule i‐deals mediate the relationship between supervisors' caregiving responsibilities and two employee outcomes: satisfaction with work–family balance and turnover intentions. Using a sample of 520 dyads involving 137 supervisors and 520 employees, the results of multilevel analysis show that supervisors' caregiving responsibilities for elders is positively related to schedule i‐deals, but their parental status is not. The findings also show that schedule i‐deals mediate the effect of supervisors' caregiving responsibilities for elders on subordinates' satisfaction with work–family balance and turnover intentions. This research contributes to the i‐deals' literature by focusing on the role of managers' own caregiving responsibilities in facilitating the provision of schedule i‐deals to their subordinates and by exploring the consequences of schedule i‐deals to gain an understanding of the mutually beneficial nature of such deals. From a practical point of view, supervisors and HR departments might utilise schedule i‐deals to drive desirable employee outcomes, in particular their caregiving responsibilities, and to engender a family‐supportive organisational culture.     

Un análisis de la gestión por competencias en la empresa española De la teoría a la práctica

This paper is about the competency management, a technique for human resources management aimed at improving the performance of employees and organization performance. Specifically, there are concerns about the high degree of implementation of this technique and its relationship with management performance in specific industries with various economic outcomes.     

Corporate Governance and Value: Evidence from “Close Calls” On Shareholder Governance Proposals

The authors summarize the findings of their recent study of the effects of specific corporate governance provisions on firm value. Using a sample of governance provisions that were subjected to shareholder votes during the period 1997–2011, this study analyzes cases in which shareholder‐sponsored corporate governance proposals were either rejected or passed by a small margin (no more than 5% of the vote). By so doing, this study helps correct two limitations of the existing governance literature: (1) that the effects of expected governance changes are already incorporated in share prices (the “expectations” problem); and (2) that governance policies are often a consequence rather than a cause of other variables such as corporate performance and are thus correlated with many other firm characteristics (the “endogeneity” problem). The authors' findings show that expected improvements in corporate governance through the adoption of particular corporate governance provisions—particularly the removal of anti‐takeover provisions—is associated with both positive abnormal stock returns and improvements in long‐term firm operating performance. The authors estimate that the adoption of such governance proposals increases shareholder value by 2.6%, on average. Moreover, these returns are consistent with, and thus accurate predictors of, future changes in corporate investment (reductions of capital spending, in most cases) and improvements in operating performance.