Danielle Dorice Van Jaarsveld

University of British Columbia | UBC · Sauder School of Business

The multifoci perspective of justice proposes that individuals tend to target their (in)justice reactions toward the perceived source of the mistreatment. Empirical support for target-specific reactions, however, has been mixed. To explore theoretically relevant reasons for these discrepant results and address unanswered questions in the multifoci...

Strategic human capital research has emphasized the importance of human capital as a resource for sustained competitive advantage, but firm investments in this intangible asset vary considerably. This article examines whether and how external pressures on firms from capital markets influence their human capital strategy. These pressures have inc...

Recent empirical evidence reveals considerable divergence between management reports and employee reports regarding organizational high performance work practices (HPWPs). This divergence implies that employees may not participate in some HPWPs that are formally present in their organizations, but also, that employees may participate in HPWPs that...

Purpose The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022. Design/methodology/approach The authors employed bibliometric techniques, co-citation analysis and bibliographic coupling analysis to map schools of thought and research frontiers within the dyadic service enc...

In this study, we examine how establishment‐level aggression originating from customers can lead to voluntary turnover. We also examine whether establishment‐level factors, such as collective voice, high involvement work practices and control‐based work practices, moderate this relationship. By analysing a sample of 139 call centres in Canada, we f...

Service employees can experience considerable resource demands from customers and supervisors in their day-to-day work. Guided by the conservation of resources (COR) perspective and organizational justice research, we explored the relationship between interpersonal injustice (e.g., being treated with low dignity and respect) by customers and employ...

Purpose The purpose of this paper is to accelerate research related to the employee-facets of service management by summarizing current developments in multiple research streams, providing propositions, and articulating new directions for theory and empirical inquiry. Design/methodology/approach Seven scholars provide short reviews of the core top...

The influence of human resource management on innovation has attracted considerable research attention over the last decade. However, existing studies have primarily focused on the macro-level human resource management architecture, limiting our understanding about the cross-level origin of innovation. Developing an emergence-based human resource m...

Customer service employees tend to react negatively to customer incivility by demonstrating incivility in return, thereby likely reducing customer service quality. Research, however, has yet to uncover precisely what customers do that results in employee incivility. Through transcript and computerized text analysis in a multilevel, multisource, mix...

We investigate the relationship between the use of contingent work arrangements and organizational performance. Specifically, we focus on the use of direct hire and agency temporary workers in service workplaces to better understand how the degree of reliance on the contingent workforce can affect service levels and voluntary turnover among the reg...

Management research conducted within service settings has yielded several key insights regarding the critical role of boundary spanning customer service roles in assuring customer satisfaction, and the role played by service organizations in fostering high levels of customer service. However, recent developments in marketing, strategy, and practiti...

Mistreatment of employees by customers is a common problem in customer service workplaces. Yet, we know very little about whether the human resource practices organizations adopt can help to offset the negative impact of these encounters on employees. We remedy this oversight by considering whether the decisions firms make about how they manage the...

In this session, we present three papers that together advance our understanding of the consequences of customer mistreatment of employees, and potential ways to mitigate the negative effects on employees of these difficult interactions. These studies all consist of field data collected from the service workforce using multiple designs (e.g. event...

The callcenter sector in the Netherlands' labour market and labour relations The callcenter sector in the Netherlands' labour market and labour relations In this article, we analyze whether the Dutch labour market for callcenter agents is a segmented market, and whether this is related to the need to have a flexible workforce. Moreover, we discuss...

Research evidence reveals a considerable divergence between management responses and employee responses regarding organizational high performance work practices (HPWPs). This divergence implies not only that employees may not engage in some of the HPWPs that formally exist in their organizations, but also that employees may engage in other HPWPs on...

Incivility between customers and employees is common in many service organizations. These encounters can have negative outcomes for employees, customers, and the organization. To date, researchers have tended to study incivility as an aggregated and accumulated phenomenon (entity perspective). In the present study, we examined incivility as it occu...

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 vol...

Emotional labor is" the management of feeling to create a publicly observable facial and bodily display” occurring in face-to-face or voice-to-voice interactions with customers (I- Iochschild, 1983, p. 7]. Service workers who interact with customers over the phone, namely the call center Workforce, do not need to directly manage the visual cues t...

A growing body of research has identified a shift in the decision-making structure of American corporations–away from one based on managerial expertise towards one based on financial expertise. Under the classic model of 'managerial capitalism', managers controlled corporate strategic and operational decision-making while dispersed shareholders had...

The articles in this volume were part of a workshop on globalization and service work that took place at the Peter Wall Institute for Advanced Studies at the University of British Columbia in Vancouver, Canada. In attendance were scholars with an interest these questions and with interdisciplinary perspectives and diversity with respect to their co...

We investigate compensation management in in‐house and outsourced call centres with original establishment‐level data collected in Canada. Our analysis reveals that both customer service representatives (CSRs) and managers employed in outsourced call centres earn 91 per cent of the cash pay earned by their in‐house counterparts. Lower cash pay leve...

Workplace incivility research has focused on within-organizational sources of incivility, and less attention has been paid to outside-organizational sources such as customers. In a cross-sectional field study, the authors found that service employees (N = 307) who reported higher levels of uncivil treatment from customers engaged in higher levels o...

This article uses qualitative and quantitative evidence from call centres to show how the Dutch industrial relations system balances employer needs for workforce flexibility with the interests of employees. The normalization of temporary agency work in the Netherlands helps employers build workforce flexibility, reducing pressures on firms to subco...

This comparative study examines survey data from 464 call centers in the United States, 167 in the United Kingdom, and 387 in Canada to explore two questions: whether institutional differences shape employers’ choices of ways to improve work force flex¬ibility, both numerical and functional; and whether strategies for numerical flexibility and func...

Research on the "dark side" of organizational behavior has determined that employee sabotage is most often a reaction by disgruntled employees to perceived mistreatment. To date, however, most studies on employee retaliation have focused on intra-organizational sources of (in)justice. Results from this field study of customer service representative...

The paper addresses how the temporary staffing industry secures social security and a degree of employment stability in three non-liberal market economies with a well developed temp work sector and several decades of industry regulation. Until the 1980s unions in Germany, Japan and the Netherlands effectively opposed the deregulation of the staffin...

The past decade has seen enormous growth in the contact centre segment of the Canadian economy. In part due to re-engineering, restructuring, and outsourcing, as well as the technological advances that have facilitated growth, this emerging industry is experiencing considerable changes. Widespread diversity in this sector is now evident - both in t...

In spite of its designation as part of the “cultural economy”, New Media work was depicted as free-floating, unimpeded by stuffy national political-economic regulations. Studies of New Media workers before and after the Dot.com speculative bubble, however, indicate that New Media work was and is influenced by national policy environments. In the Un...

Employment in the call centre sector in the Netherlands, similar to the trend in other European countries, is expanding greatly. In 2001, Datamonitor (2002) estimated that 1,266 call centres were operating in the Netherlands. This number is expected to have risen to roughly 2,000 in 2006. An estimated 188,000 people work in this sector at the momen...

The obstacles that discourage organizing among high-tech workers are well documented in the industrial relations literature. Discussion about factors that help workers overcome these obstacles, however, is sparse. This case study uses interviews and other evidence to analyze how high-tech workers formed the Washington Alliance of Technology Workers...

Recent organizing drives and strike activity among technical and professional employees raise the question of whether the employment conditions of these workers are deteriorating more generally. To consider this question, this paper reviews empirical research and national surveys on trends in employment contracts and working conditions of technical...

This report, based on a study of a group of highly accomplished professionals in New York City, is one of the first to take up labor market issues in the new media industry. It describes the challenges faced by professionals and employers alike in this important and dynamic sector, and identifies strategies for success in a project oriented environ...

Thesis (M.S.)--Cornell University, Aug., 2000. Includes bibliographical references (leaves 316-336).