This study examines factors related to within-occupation wage inequality among service and sales workers in the telecommunications industry. The author draws on a 1998 survey of a nationally representative sample of 354 service and sales centers in the industry to examine the importance of...

The author analyzes the strengths and weaknesses of Total Quality Management and Self-Managed Teams, as compared to mass production approaches to service delivery, among customer service and sales workers in a large unionized regional Bell operating company. Participation in self-managed teams...

This article offers a political explanation for the diffusion and sustainability of team-based work systems by examining the differential outcomes of team structures for 1200 workers, supervisors, and middle managers in a large unionized telecommunications company. Regression analyses show that...

This case study of the Communications Workers of America (CWA) demonstrates the value of resource dependence and contingency organizational theories - two branches of organization theory, which has most commonly been used to interpret firm behavior - for analyzing union revitalization....

Using data from a 1998 establishment-level survey in the telecommunications industry, the authors examine the predictors of aggregate quit rates. They draw on strategic human resource and industrial relations theory to identify the sets of employee voice mechanisms and human resource practices...

The purpose of this paper is to bridge the boundaries separating strategic and comparative institutional perspectives on human resource systems and employment relations. Each research tradition has investigated the role and outcomes of corporations as they operate in an increasingly global...

This paper discusses the growing dimensions of the offshoring of service activities both in manufacturing and service industries. Trade in Value-Added data implies a great potential of service offshoring for global welfare, however, the negative effects have to be balanced by appropriate...