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Management responses to unions in Australian call centres: Exclude, tolerate or embrace?

Author

Listed:
  • Todd, P
  • Still, L
  • Skene, J
  • Eveline, J

Abstract

"This paper reports on a study of management’s attitudes and responses to union activities in 20 call centres in Western Australia. Australian unions have identified call centres as an important sector to organise, but past research has acknowledged the importance of employer recognition of union rights to organise within the workplace as critical to the success of a union campaign. In addition, there is now substantial literature illustrating call centres as high control workplaces, and therefore difficult sites for unions to organise, although the question as to what extent these high control strategies reflect management’s attitude towards union organisation in call centres has been much less addressed. This article outlines management's stance towards unions within the sample of Western Australian call centres, detailing the forms their co-operation and resistance take. It explores the link between management's control strategies and their attitudes towards unions and, finally, identifies several factors influencing management's stance towards unions."

Suggested Citation

  • Todd, P & Still, L & Skene, J & Eveline, J, 2003. "Management responses to unions in Australian call centres: Exclude, tolerate or embrace?," Australian Bulletin of Labour, National Institute of Labour Studies, vol. 29(2), pages 162-176.
  • Handle: RePEc:fli:journl:27720
    Note: Todd, P., Eveline, J., Still, L., Skene, J., 2003. Management responses to unions in Australian call centres: Exclude, tolerate or embrace? Australian Bulletin of Labour, Vol. 29 No. 2, pp. 162-176
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    File URL: http://hdl.handle.net/2328/27720
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    Cited by:

    1. Mañé Vernet, Ferran & Benner, Chris, 2009. "Dead-End Jobs or Career Opportunities? Advancement opportunities in call centers," Working Papers 2072/42870, Universitat Rovira i Virgili, Department of Economics.
    2. Chris Benner & Ferran Mane, 2011. "From Internal to Network Labor Markets? Insights on New Promotion Processes from the Call Center Industry," Industrial Relations: A Journal of Economy and Society, Wiley Blackwell, vol. 50(2), pages 323-353, April.

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