How hybrid HR systems affect performance in call centers

Abstract

Purpose

The purpose of this paper is to examine the relationship between hybrid HR systems in call centers and their effect on workers' performance.

Design/methodology/approach

Drawing on a sample of 337 call center operator-supervisor dyads, the authors analyzed how the joint perceptions of monitoring and high-performance work systems (HPWS) are associated with workers' authenticity to explain performance, rated by supervisors.

Findings

The authors found that when monitoring is perceived as low, HPWS is not associated with authenticity, suggesting that it requires the joint effect of monitoring and HPWS to communicate HR management priorities in call centers. In addition, the authors found that high ratings of monitoring combined with low perceptions of HPWS were associated with the lowest levels of authenticity, whereas the highest levels of authenticity at work were found when high monitoring was combined with high HPWS. The results supported a conditional indirect effect through authenticity to explain when and how hybrid HR systems are associated with better supervisor-rated performance.

Originality/value

This is the first study to test the interaction effects between HPWS and monitoring practices to explain authenticity as a key strategic component of performance in call centers.

Citation

Story, J. and Castanheira, F. (2020), "How hybrid HR systems affect performance in call centers", Personnel Review, Vol. 50 No. 3, pp. 918-934. https://doi.org/10.1108/PR-01-2020-0054