An Employment Systems Approach to Turnover: Human Resources Practices, Quits, Dismissals, and Performance

Abstract

This study examines the relationship between alternative approaches to employment systems and quits, dismissals, and customer service, using cross-sectional, longitudinal data from nationally representative surveys of call center establishments. In results contrary to those of prior research, the antecedents and consequences of quits and dismissals are quite similar. We find that high-involvement work organization and long-term investments and inducements are associated with significantly lower quit and dismissal rates, but short-term performance-enhancing expectations are related to significantly higher quit and dismissal rates. Establishments with higher quit and dismissal rates have significantly lower customer service, as reported by managers.