The Globalization of Service Work: Comparative Institutional Perspectives on Call Centers
The Globalization of Service Work: Comparative Institutional Perspectives on Call Centers
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服务工作的全球化：呼叫中心的比较制度视角
DOI：
10.1177/001979390906200401
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发表时间：
2009
期刊：
影响因子：
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通讯作者：
Ursula Holtgrewe
中科院分区：
文献类型：
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作者：
Rosemary Batt;D. Holman;Ursula Holtgrewe
这篇关于服务工作全球化的专题介绍概述了呼叫中心部门及其在协调、自由市场和新兴市场经济体中的发展。导言的作者将这项研究放在关于比较政治经济学和劳资关系的文献中。他们利用2003-2006年期间对17个国家2500家机构进行的定性研究和独特调查，讨论了管理做法和雇佣关系方面的趋同和分歧程度。他们还介绍了整个研究项目的研究方法，突出了其主要发现，并总结了涵盖以下主题的专题论文的贡献：工会在塑造工作质量方面的作用；影响工资水平和工资不平等的因素；临时就业及其结果的使用；战略人力资源管理、工作设计和组织结果之间的关系；以及技术、选拔和培训之间的关系。
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.