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

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

Research output: Contribution to journalJournal articleResearchpeer-review

33 Citations (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.
Original languageEnglish
JournalEuropean Journal of Industrial Relations
Issue number4
Pages (from-to)349-371
Number of pages23
Publication statusPublished - 2009
Externally publishedYes

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