Abstract

http://ssrn.com/abstract=1100809
 
 

Footnotes (1)



 


 



Under Construction: The Continuing Evolution of Job Structures in Call Centers


Philip Moss


affiliation not provided to SSRN

Hal Salzman


Rutgers University; The Urban Institute

Chris Tilly


University of Massachusetts at Lowell


Industrial Relations: A Journal of Economy and Society, Vol. 47, Issue 2, pp. 173-208, April 2008

Abstract:     
We study inbound call centers in fourteen businesses, using interview-based case studies. Contrary to the notion that U.S. businesses are eliminating job security and internal career tracks, these firms still incorporate these features in their job structures, and in many cases businesses that initially dismantled job and career structures ended up rebuilding them. The paper suggests a more nuanced account of changing job structures that incorporates market, institutional, and agency factors.

Number of Pages in PDF File: 36

Accepted Paper Series


Date posted: March 3, 2008  

Suggested Citation

Moss, Philip and Salzman, Hal and Tilly, Chris, Under Construction: The Continuing Evolution of Job Structures in Call Centers. Industrial Relations: A Journal of Economy and Society, Vol. 47, Issue 2, pp. 173-208, April 2008. Available at SSRN: http://ssrn.com/abstract=1100809 or http://dx.doi.org/10.1111/j.1468-232X.2008.00516.x

Contact Information

Philip Moss
affiliation not provided to SSRN
Hal Salzman
Rutgers University ( email )
E.J. Bloustein School of Planning & Public Policy
J. J. Heldrich Center for Workforce Development
New Brunswick, NJ 08901
United States
HOME PAGE: http://policy.rutgers.edu/faculty/salzman/
The Urban Institute ( email )
2100 M Street, NW
Washington, DC 20037
United States
Chris Tilly
University of Massachusetts at Lowell
One University Avenue
Center for Industrial Competitiveness
Lowell, MA 01854
United States
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