Explaining Wage Inequality in Telecommunications Services: Customer Segmentation, Human Resource Practices, and Union Decline

Posted: 17 Aug 2001

See all articles by Rosemary Batt

Rosemary Batt

Cornell University - School of Industrial and Labor Relations

Abstract

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 management practices and union institutions in shaping wage variation. The results strongly indicate that business strategies of customer segmentation and human resource practices explain variation in wages over and above that explained by the human capital of the work force. In addition, despite extensive deregulation and deunionization of the industry, the union wage premium is 22%.

Suggested Citation

Batt, Rosemary, Explaining Wage Inequality in Telecommunications Services: Customer Segmentation, Human Resource Practices, and Union Decline. Industrial and Labor Relations Review, March 2001. Available at SSRN: https://ssrn.com/abstract=255240

Rosemary Batt (Contact Author)

Cornell University - School of Industrial and Labor Relations ( email )

Ithaca, NY 14853-3901
United States
607-254-4437 (Phone)
607-255-1836 (Fax)

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