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The Globalization of Service Work: Comparative Institutional Perspectives on Call Centers

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  • Rosemary Batt
  • David Holman
  • Ursula Holtgrewe

Abstract

This introduction to the special issue on the globalization of service work provides an overview of the call center sector and its development in coordinated, liberal market, and emerging market economies. The introduction's authors situate this research in literature on the comparative political economy and industrial relations. Drawing on qualitative research and a unique survey of 2,500 establishments in 17 countries conducted in 2003–2006, they discuss the extent of convergence and divergence in management practices and employment relations. They also describe the research methodology for the overall research project, highlight its major findings, and summarize the contributions of the thematic papers covering several topics: unions' role in shaping the quality of jobs; the factors that influence wage levels and wage inequality; the uses of contingent employment and their outcomes; the relationships among strategic human resource management, work design, and organizational outcomes; and the relationships among technology, selection, and training.

Suggested Citation

  • Rosemary Batt & David Holman & Ursula Holtgrewe, 2009. "The Globalization of Service Work: Comparative Institutional Perspectives on Call Centers," ILR Review, Cornell University, ILR School, vol. 62(4), pages 453-488, July.
    • Handle: RePEc:sae:ilrrev:v:62:y:2009:i:4:p:453-488
    DOI: 10.1177/001979390906200401
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    References listed on IDEAS

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    1. Marie-Laure Salles-Djelic & Sigrid Quack, 2003. "Theoretical Building Blocks for a Research Agenda Linking Globalization and Institutions," Post-Print hal-01892014, HAL.
    2. Susan N. Houseman, 2001. "Why Employers Use Flexible Staffing Arrangements: Evidence from an Establishment Survey," ILR Review, Cornell University, ILR School, vol. 55(1), pages 149-170, October.
    3. Hall, Peter A. & Gingerich, Daniel W., 2004. "Varieties of Capitalism and Institutional Complementarities in the Macroeconomy," MPIfG Discussion Paper 04/5, Max Planck Institute for the Study of Societies.
    4. Jackson, Gregory & Deeg, Richard, 2006. "How Many Varieties of Capitalism? Comparing the Comparative Institutional Analyses of Capitalist Diversity," MPIfG Discussion Paper 06/2, Max Planck Institute for the Study of Societies.
    5. Eve Caroli & Jérôme Gautié, 2008. "Low wage work in France," PSE-Ecole d'économie de Paris (Postprint) hal-00266332, HAL.
    6. Crouch, Colin, 2005. "Capitalist Diversity and Change: Recombinant Governance and Institutional Entrepreneurs," OUP Catalogue, Oxford University Press, number 9780199286652.
    7. Marie-Laure Salles-Djelic & Sigrid Quack, 2003. "Globalization and institutions : redefining the rules of the economic game," Post-Print hal-01892012, HAL.
    8. repec:dau:papers:123456789/10045 is not listed on IDEAS
    9. repec:hal:spmain:info:hdl:2441/5oojir5leh8icq847ddt2lej75 is not listed on IDEAS
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    Cited by:

    1. David Marsden, 2015. "The future of the German industrial relations model [Die Zukunft des deutschen Modells der Arbeitsbeziehungen]," Journal for Labour Market Research, Springer;Institute for Employment Research/ Institut für Arbeitsmarkt- und Berufsforschung (IAB), vol. 48(2), pages 169-187, August.
    2. Andreas Kornelakis, 2016. "Inclusion or Dualization? The Political Economy of Employment Relations in Italian and Greek Telecommunications," British Journal of Industrial Relations, London School of Economics, vol. 54(2), pages 385-408, June.
    3. Bernhardt, Annette & Batt, Rosemary & Houseman, Susan & Appelbaum, Eileen, 2016. "Domestic Outsourcing in the U.S.: A Research Agenda to Assess Trends and Effects on Job Quality," Institute for Research on Labor and Employment, Working Paper Series qt2fm4m444, Institute of Industrial Relations, UC Berkeley.
    4. Xiangmin Liu & Danielle D. van Jaarsveld & Yoshio Yanadori, 2022. "Customer aggression, employee voice and quit rates: Evidence from the frontline service workforce," British Journal of Industrial Relations, London School of Economics, vol. 60(2), pages 348-370, June.
    5. De Grip, Andries & Sauermann, Jan & Sieben, Inge, 2016. "The role of peers in estimating tenure-performance profiles: Evidence from personnel data," Journal of Economic Behavior & Organization, Elsevier, vol. 126(PA), pages 39-54.
    6. Annette Bernhardt & Rosemary L. Batt & Susan Houseman & Eileen Appelbaum, 2016. "Domestic Outsourcing in the United States: A Research Agenda to Assess Trends and Effects on Job Quality," Upjohn Working Papers 16-253, W.E. Upjohn Institute for Employment Research.
    7. Virginia Doellgast, 2010. "Collective Voice under Decentralized Bargaining: A Comparative Study of Work Reorganization in US and German Call Centres," British Journal of Industrial Relations, London School of Economics, vol. 48(2), pages 375-399, June.
    8. Tashlin Lakhani & Sarosh Kuruvilla & Ariel Avgar, 2013. "Across Boundaries: The Global Challenges Facing Workers and Employment Research 50th Anniversary Special Issue," British Journal of Industrial Relations, London School of Economics, vol. 51(3), pages 440-472, September.
    9. 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.
    10. Ranganathan, Aruna, 2015. "Lost in Translation: Organizational Practices and Formal Employment of Women in India," Research Papers 3363, Stanford University, Graduate School of Business.
    11. Sean O’Brady & Virginia Doellgast, 2021. "Collective Voice and Worker Well‐being: Union Influence on Performance Monitoring and Emotional Exhaustion in Call Centers," Industrial Relations: A Journal of Economy and Society, Wiley Blackwell, vol. 60(3), pages 307-337, July.

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