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Introduction: Institutional change and labour market segmentation in European call centres

Doellgast, Virginia, Batt, Rosemary and Sorensen, Ole H. (2009) Introduction: Institutional change and labour market segmentation in European call centres. European Journal of Industrial Relations, 15 (4). pp. 349-371. ISSN 1461-7129

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Abstract

This article examines the dynamics of workplace change in European call centres. Survey data and case studies from Austria, Denmark, France, Germany, the Netherlands and Spain show large national and sectoral differences in institutional inclusiveness and labour 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.

Item Type: Article
Official URL: http://ejd.sagepub.com/
Additional Information: © 2009 by SAGE Publications
Library of Congress subject classification: H Social Sciences > HD Industries. Land use. Labor
Sets: Departments > Management
Rights: http://www.lse.ac.uk/library/usingTheLibrary/academicSupport/OA/depositYourResearch.aspx
Identification Number: UT ISI:000272273700002
Date Deposited: 29 Jan 2010 11:54
URL: http://eprints.lse.ac.uk/26730/

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