Introduction: Institutional Change and Labor Market Segmentation in European Call Centers

Virginia Doellgast, London School of Economics
Rosemary Batt, Cornell University
Ole H. Sorensen, Det Nationale Forskningcenter for Arbejdsmiljo, Denmark

Article comments

Suggested Citation
Doellgast, V., Batt, R. & Sorensen, O. H. (2009). Introduction: Institutional change and labor market segmentation in European call centers. Retrieved [insert date], from Cornell University, ILR School site: http://digitalcommons.ilr.cornell.edu/articles/345/
Required Publisher Statement
Copyright by Sage Publications. Final article published as Doellgast, V., Batt, R. & Sorensen, O. H. (2009). Introduction: Institutional change and labor market segmentation in European call centers [Electronic version]. European Journal of Industrial Relations, 15(4), 349-371.

Abstract

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.