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Introduction: Institutional Change And Labor Market Segmentation In European Call Centers, Virginia Doellgast, Rosemary Batt, Ole H. Sorensen
Introduction: Institutional Change And Labor Market Segmentation In European Call Centers, Virginia Doellgast, Rosemary Batt, Ole H. Sorensen
Virginia Doellgast
This article examines the dynamics of workplace change in European call centers. Survey data and case studies from Austria, Denmark, France, Germany, the Netherlands and Spain show large national and sectoral differences in institutional inclusiveness and labor market segmentation. These reflect variation in the institutional constraints and resources available to employers and unions as they adjust to market changes. However, union strategies to organize new groups and close gaps in existing regulations are becoming increasingly important as restructuring undermines traditional forms of bargaining power.
Contesting Firm Boundaries: Institutions, Cost Structures, And The Politics Of Externalization, Virginia Doellgast, Katja Sarmiento-Mirwaldt, Chiara Benassi
Contesting Firm Boundaries: Institutions, Cost Structures, And The Politics Of Externalization, Virginia Doellgast, Katja Sarmiento-Mirwaldt, Chiara Benassi
Virginia Doellgast
This article develops and applies a framework for analyzing the relationship among institutions, cost structures, and patterns of labor–management contestation over organizational boundaries. Collective negotiations related to the externalization of call center jobs are compared across 10 incumbent telecommunications firms located in Europe and the United States. All 10 firms moved call center work to dedicated subsidiaries, temporary agencies, and domestic and offshore subcontractors. A subset of the firms, however, later re-internalized call center jobs, in some cases following negotiated concessions on pay and working conditions for internal workers. Findings are based on 147 interviews with management and union representatives, …