In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee...

In order to gain competitive advantage, companies must determine the relationship between HR practices and firm performance. This conceptual paper proposes a model that highlights the importance of selecting people who “fit” within the organizational culture and climate of the firm. The...

A biodata based personnel selection measure was created to improve the retention rate of Catalog Telemarketing Representatives at a major U.S. retail company. Five separate empirical biodata scoring methods were compared to examine their usefulness in predicting retention and reducing adverse...

Using the Panel Study of Income Dynamics, we find that true wage changes have many fewer nominal cuts and more nominal freezes than reported nominal wage changes. The data overwhelmingly rejects a model of flexible wage changes and provides some evidence against a model of perfect downward...

Cendant International Assignment Services is a relocation company that specializes in managing and coordinating international and domestic moves for organizations all over the world. While some organizations maintain high levels of employee retention, others encounter difficulties with attrition...

An executive's firm-specific human capital is argued to be a critical resource to the executive's current organization, but because of its lack of transferability, is of little value outside the firm. We argue that there exists a form of firm-based knowledge, which we term firm-explicit human...

This paper examines the determinants of employee turnover and long-term skill retention in Australian organisations. Three new perspectives are examined: the difference between short-run turnover and long-term retention; the role of different high performance work systems philosophies and human...