Introduction: Institutional change and labour market segmentation in European call centres

V. Doellgast, R. Batt, Ole H. Sørensen

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

30 Citationer (Scopus)


This article examines the dynamics of workplace change in European call centres. Survey data and case studies from Austria, Denmark, France, Germany, the Netherlands and Spain show large national and sectoral differences in institutional inclusiveness and labour 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.
TidsskriftEuropean Journal of Industrial Relations
Udgave nummer4
Sider (fra-til)349-371
Antal sider23
StatusUdgivet - 2009
Udgivet eksterntJa