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

36 Pages Posted: 3 Mar 2008  

Philip Moss

University of Massachusetts Lowell

Hal Salzman

Rutgers University; The Urban Institute

Chris Tilly

University of Massachusetts Lowell

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.

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: https://ssrn.com/abstract=1100809 or http://dx.doi.org/10.1111/j.1468-232X.2008.00516.x

Philip Moss

University of Massachusetts Lowell ( email )

1 University Ave
Lowell, MA 01854
United States

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 Lowell

One University Avenue
Center for Industrial Competitiveness
Lowell, MA 01854
United States

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