MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH.
基于呼叫中心全国代表性样本，研究发现强调高技能、员工参与和激励的人力资源实践能降低离职率并促进销售增长，离职率部分中介了人力资源实践与销售增长的关系。
This study examined the relationship between human resource practices, employee quit rates, and organizational performance in the service sector. Drawing on a unique, nationally representative sample of call centers, multivariate analyses showed that quit rates were lower and sales growth was higher in establishments that emphasized high skills, employee participation in decision making and in teams, and human resource incentives such as high relative pay and employment security. Quit rates partially mediated the relationship between human resource practices and sales growth. These relationships were also moderated by the customer segment served.