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The Effects of National Institutions and Collective Bargaining Arrangements on Job Quality in Front-Line Service Workplaces

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  • Virginia Doellgast
  • Ursula Holtgrewe
  • Stephen Deery

Abstract

This paper analyzes the relationships among national institutions, collective bargaining arrangements, and job quality in call center workplaces, using establishment-level survey data obtained in 2003–2006 in five European coordinated market economies (CMEs) (Austria, Denmark, France, Germany, and Sweden) and three liberal market economies (LMEs) (Canada, the United States, and the United Kingdom). Overall, the authors find lower dismissal rates, more use of high-involvement management practices, and less performance monitoring in the CMEs, consistent with the notion that national institutions can influence employment practices even in more poorly regulated service workplaces. However, workplace-level collective bargaining arrangements and in-house (compared to outsourced) status also were associated with significantly higher measures of job quality across countries. Findings suggest that within CMEs, dual union/works council representation continues to provide important support for job security, participation, and discretion, but that outsourcing can effect a partial escape from this institution.

Suggested Citation

  • Virginia Doellgast & Ursula Holtgrewe & Stephen Deery, 2009. "The Effects of National Institutions and Collective Bargaining Arrangements on Job Quality in Front-Line Service Workplaces," ILR Review, Cornell University, ILR School, vol. 62(4), pages 489-509, July.
    • Handle: RePEc:sae:ilrrev:v:62:y:2009:i:4:p:489-509
    DOI: 10.1177/001979390906200402
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    References listed on IDEAS

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    1. 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.
    2. Michel Goyer, 2006. "Varieties of Institutional Investors and National Models of Capitalism: The Transformation of Corporate Governance in France and Germany," Politics & Society, , vol. 34(3), pages 399-430, September.
    3. Janet Walsh & Stephen Deery, 2006. "Refashioning Organizational Boundaries: Outsourcing Customer Service Work," Journal of Management Studies, Wiley Blackwell, vol. 43(3), pages 557-582, May.
    4. Tove Helland Hammer & Ariel Avgar, 2005. "The Impact of Unions on Job Satisfaction, Organizational Commitment, and Turnover," Journal of Labor Research, Transaction Publishers, vol. 26(2), pages 241-266, January.
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    Cited by:

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    2. Hipp, Lena, 2020. "Feeling secure vs. being secure? Qualitative evidence on the relationship between labour market institutions and employees’ perceived job security from Germany and the U.S," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 15(4), pages 416-429.
    3. Danielle D. van Jaarsveld & Yoshio Yanadori, 2011. "Compensation Management in Outsourced Service Organizations and Its Implications for Quit Rates, Absenteeism and Workforce Performance: Evidence from Canadian Call Centres," British Journal of Industrial Relations, London School of Economics, vol. 49(Supplemen), pages 1-26, June.
    4. Krzywdzinski, Martin, 2017. "Accounting for Cross-Country Differences in Employee Involvement Practices: Comparative Case Studies in Germany, Brazil and China," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 55(2), pages 321-346.
    5. Werner Eichhorst, 2015. "The Unexpected Appearance of a New German Model," British Journal of Industrial Relations, London School of Economics, vol. 53(1), pages 49-69, March.
    6. 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.
    7. 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.
    8. Lisa Kaida, 2015. "Ethnic Variations in Immigrant Poverty Exit and Female Employment: The Missing Link," Demography, Springer;Population Association of America (PAA), vol. 52(2), pages 485-511, April.
    9. Martin Krzywdzinski, 2017. "Accounting for Cross-Country Differences in Employee Involvement Practices: Comparative Case Studies in Germany, Brazil and China," British Journal of Industrial Relations, London School of Economics, vol. 55(2), pages 321-346, June.
    10. Nathalie Greenan & Ekaterina Kalugina & Mouhamadou Moustapha Niang, 2017. "Work Organisation and Workforce Vunerability to Non-Employment: Evidence from OECD’s Survey on Adult Skills (PIAAC) [Organisation du travail et vulnérabilité au non-emploi : une étude empirique à p," Working Papers hal-02162457, HAL.
    11. Rosemary Batt & Hiroatsu Nohara & Hyunji Kwon, 2010. "Employer Strategies and Wages in New Service Activities: A Comparison of Co‐ordinated and Liberal Market Economies," British Journal of Industrial Relations, London School of Economics, vol. 48(2), pages 400-435, June.
    12. Saverio Minardi & Carla Hornberg & Paolo Barbieri & Heike Solga, 2023. "The link between computer use and job satisfaction: The mediating role of job tasks and task discretion," British Journal of Industrial Relations, London School of Economics, vol. 61(4), pages 796-831, December.
    13. David Brady & Regina Baker & Ryan Finnigan, 2013. "When Unionization Disappears: State-Level Unionization and Working Poverty in the U.S," LIS Working papers 590, LIS Cross-National Data Center in Luxembourg.
    14. 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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