Under construction: The continuing evolution of job structures in call centers

Philip Moss, Harold Salzman, Chris Tilly

Research output: Contribution to journalArticlepeer-review

16 Scopus citations

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.

Original languageEnglish (US)
Pages (from-to)173-208
Number of pages36
JournalIndustrial Relations
Volume47
Issue number2
DOIs
StatePublished - Apr 2008
Externally publishedYes

All Science Journal Classification (ASJC) codes

  • Industrial relations
  • Management of Technology and Innovation
  • Organizational Behavior and Human Resource Management
  • Strategy and Management

Fingerprint

Dive into the research topics of 'Under construction: The continuing evolution of job structures in call centers'. Together they form a unique fingerprint.

Cite this