About Virginia Doellgast
Virginia Doellgast is an Associate Professor of Comparative Employment Relations in the ILR School at Cornell University. Her research examines how employment relations institutions at national, industry, and organizational level affect organizational restructuring and HRM policies; as well as the impact these policies have on pay and job quality for different employee groups. She has a particular interest in studying the conditions under which workers are able to exercise effective collective voice to participate in management decision making. Past research projects include a comparative study of organizational restructuring in European and US incumbent telecommunications firms, a matched case comparison examining the impact of collective bargaining on work reorganization in US and German call centers, and an international study of human resource management in the global call center industry. Her book Disintegrating Democracy at Work: Labor Unions and the Future of Good Jobs in the Service Economy was published by Cornell University Press in 2012. She has also published in Industrial and Labor Relations Review, Industrial Relations, British Journal of Industrial Relations, European Journal of Industrial Relations, Work, Employment and Society, and Economic and Industrial Democracy.
Professor Doellgast holds a PhD in Industrial Relations from Cornell University, a Masters in City Planning from the Massachusetts Institute of Technology, and a BA from Bard College. She has been a visiting scholar at the Max Planck Institute für Gesellschaftsforschung (Cologne, Germany), Wissenschaftszentrum Berlin (Berlin, Germany), Freie Universität (Berlin, Germany), Laboratoire d'Economie et de Sociologie du Travail (Aix-en-Provence, France), and the University of New South Wales (Sydney, Australia). Prior to joining the faculty at Cornell, she taught at the London School of Economics and Political Science and at King’s College London.
|Present||Associate Professor and Chair of International & Comparative Labor, Cornell University ILR School ‐ International and Comparative Labor Studies|
|2008 - 2015||Lecturer in Comparative Employment Relations, London School of Economics and Political Science|
|2006 - 2008||Lecturer in Comparative Human Resource Management, King's College London ‐ Department of Management|
Honors and Awards
- LERA John T. Dunlop Scholar Award (2013)
- LERA James G. Scoville Best International/Comparative IR Paper Award (2010)
- STICERD Grant Award, LSE (2009)
- LERA, Thomas A. Kochan - Stephen R. Sleigh Best Dissertation Award (2006)
|January 2006||Ph.D., Cornell University ILR School|
|May 2001||M.C.P., Massachusetts Institute of Technology ‐ Department of Urban Studies and Planning|
|May 1998||B.A., Bard College|
Contesting Firm Boundaries: Institutions, Cost Structures, and the Politics of Externalization Articles and Chapters (2016)
This article develops and applies a framework for analyzing the relationship among institutions, cost structures, and patterns of labor–management contestation over organizational boundaries. Collective negotiations related to the externalization of call center jobs are compared ...
Intermediary Cooperative Associations and the Institutionalization of Participate Work Practices: A Case Study in the Danish Public Secto Articles and Chapters (2014)
Scandinavian countries are known for having a high adoption of cooperative models of work design. This article investigates the role of parity labour market associations, termed intermediary cooperative associations, in the dissemination of these models. ...
A Service Union’s Dilemma: Limitations on Creative Action in German Industrial Relations Articles and Chapters (2012)
This article examines union responses to the reorganization of call centre work in Germany, drawing on case studies from the telecommunications, financial services and subcontractor industries. Service unions initially adopted innovative strategies to organize these ...
Collective Voice under Decentralized Bargaining: A Comparative Study of Work Reorganization in US and German Call Centres Articles and Chapters (2010)
This article compares the process of and outcomes from work reorganization in US and German call centres, based on four matched case studies in the telecommunications industry. Both German cases adopted high-involvement employment systems with ...
Still a Coordinated Model? Market Liberalization and the Transformation of Employment Relations in the German Telecommunications Industry Articles and Chapters (2009)
This paper examines recent changes in collective bargaining and employer strategies in the German telecommunications industry following market liberalization in the late 1990s. Germany’s distinctive co-determination and vocational training institutions encouraged large firms to adopt ...
The Effects of National Institutions and Collective Bargaining Arrangements on Job Quality in Front-Line Service Workplaces Articles and Chapters (2009)
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, ...
Institutional Change and the Restructuring of Service work in the French and German Telecommunications Industries Articles and Chapters (2009)
This study analyses recent changes in collective bargaining institutions and their implications for employer strategies in the French and German telecommunications industries, drawing on case studies and survey data from call centre workplaces. Findings demonstrate ...
Introduction: Institutional Change and Labor Market Segmentation in European Call Centers Articles and Chapters (2009)
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 ...
Collective Bargaining and High-Involvement Management in Comparative Perspective: Evidence from U.S. and German Call Centers Articles and Chapters (2008)
[Excerpt] This article examines the relationship between collective bargaining institutions and high-involvement management practices in new service workplaces, based on case study and survey evidence from U.S. and German call centers. Call centers are a ...
National Industrial Relations and Local Bargaining Power in the US and German Telecommunications Industries Articles and Chapters (2008)
This article compares the process and outcomes of collective negotiations over the outsourcing of call center jobs in US and German telecommunications firms. In the USA, the Communication Workers of America relied on coalitions with ...
Vertical Disintegration and the Disorganisation of German Industrial Relations Articles and Chapters (2007)
Drawing on case studies from the telecommunications and auto industries, we argue that the vertical disintegration of major German employers is contributing to the disorganisation of Germany’s dual system of in-plant and sectoral negotiations. Subcontractors, ...
Contributions to Books (5)
Outsourcing and Human Resource Management Articles and Chapters (2013)
[Excerpt] Historically, outsourcing has always existed, as firms put out work to suppliers, contractors, and intermediaries to organize the production of goods and services (Doellgast and Gospel 2011). In recent years, however, outsourcing has increased ...
Organizational Performance in Services Articles and Chapters (2007)
The question of performance in service activities and occupations is important for several reasons. First, over two-thirds of employment in advanced economies is in service activities. Second, productivity growth in services is historically low, lagging ...
Groups, Teams, and the Division of Labor — Interdisciplinary Perspectives on the Organization of Work Articles and Chapters (2006)
The purpose of this chapter is to survey and critique this varied landscape of research on groups at work, drawing out common themes and selective weaknesses with the goal of suggesting a more synthetic and ...
Service Management and Employment Systems in U.S. and Indian Call Centers Faculty Publications - Human Resource Studies (2005)
"The explosive growth of call centers in India has gained widespread attention because of its potential impact on employment in the United States and other advanced economies. Media accounts report that Indian operations are more ...
Unpublished Papers (3)
Service Management and Employment Systems In U.S. and Indian Call Centers CAHRS Working Paper Series (2005)
In this chapter, we draw on a comparative international survey of management strategies and employment practices in U.S. and Indian customer contact call centers. We compare these practices across three types of centers: U.S. in-house, ...
The Indian Call Centre Industry: National Benchmarking Report Strategy, HR Practices, & Performance CAHRS Working Paper Series (2005)
Report of the Global Call Centre Industry Project The dramatic growth of the call center industry is a world-wide phenomenon, fueled by advances in information technologies and the precipitous decline in the costs of voice ...
ILR Impact Brief - Ownership Status Matters: Call Centers, Employment Systems, and Turnover ILR Impact Briefs (2006)
"Each type of call center (i.e., ownership status) is associated with particular strategies and systems, which in turn influence quit rates. In-house call centers typically focus on service quality and adopt quasi-professional employment systems (higher ...