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.
All Science Journal Classification (ASJC) codes
- Industrial relations
- Management of Technology and Innovation
- Organizational Behavior and Human Resource Management
- Strategy and Management