It’s all in the mix: Determinants and consequences of workforce blending in call centres
研究呼叫中心如何通过工作组织方式影响兼职员工使用比例，以及兼职使用对全职员工自愿离职率的影响，发现高参与度工作方式会降低兼职使用并减弱兼职对全职离职的负面影响。
Supplementing the full-time permanent workforce with part-time staff is a widespread practice among firms. To better understand this dynamic, we evaluate how work organization choices influence the degree of part-time use by analysing North American survey data from call centre establishments. We also evaluate the effect of part-time use on the voluntary turnover behaviour of the full-time permanent workforce. For example, firms with greater reliance on a high involvement approach to work organization relied less on part-time use than those pursuing a low involvement approach. For firms that choose to rely heavily on part-time use, we find that this decision has consequences for their full-time permanent workforce, namely higher voluntary turnover among their full-time permanent staff. Interestingly, greater reliance on a high involvement approach appears to weaken the positive relationship between part-time use and voluntary turnover among the full-time employees.