The Globalization of Service Work: Comparative Institutional Perspectives on Call Centers: Introduction to a Special Issue of ILRR

Posted: 21 Dec 2010

See all articles by Rosemary Batt

Rosemary Batt

Cornell University - School of Industrial and Labor Relations

David Holman

University of Sheffield - Department of Psychology

Ursula Holtgrewe

FORBA

Date Written: July 1, 2009

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.

Keywords: globalization of services, strategic HRM, outsourcing,call centers, collective representation

JEL Classification: J2, J50

Suggested Citation

Batt, Rosemary and Holman, David and Holtgrewe, Ursula, The Globalization of Service Work: Comparative Institutional Perspectives on Call Centers: Introduction to a Special Issue of ILRR (July 1, 2009). Industrial and Labor Relations Review, Vol. 62, No. 4, 2009, Available at SSRN: https://ssrn.com/abstract=1728949

Rosemary Batt (Contact Author)

Cornell University - School of Industrial and Labor Relations ( email )

Ithaca, NY 14853-3901
United States
607-254-4437 (Phone)
607-255-1836 (Fax)

David Holman

University of Sheffield - Department of Psychology ( email )

Sheffield S10 2TN
United Kingdom
+44 0 114 222 3277 (Phone)
+44 0 114 272 7206 (Fax)

HOME PAGE: http://www.shef.ac.uk/psychology/staff#H

Ursula Holtgrewe

FORBA ( email )

Aspernbruckengasse 4 / 5
A-1020 Wien
Austria

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