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

Philip Moss; Harold Salzman; Chris Tilly

doi:10.1111/j.1468-232X.2008.00516.x

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

Philip Moss, Harold Salzman, Chris Tilly

Research output: Contribution to journal › Article › peer-review

20 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 language	English (US)
Pages (from-to)	173-208
Number of pages	36
Journal	Industrial Relations
Volume	47
Issue number	2
DOIs	https://doi.org/10.1111/j.1468-232X.2008.00516.x
State	Published - Apr 2008
Externally published	Yes

All Science Journal Classification (ASJC) codes

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

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10.1111/j.1468-232X.2008.00516.x

Cite this

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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.",

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

Abstract

All Science Journal Classification (ASJC) codes

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