IDEAS home Printed from https://ideas.repec.org/a/sae/woemps/v27y2013i1p21-38.html
   My bibliography  Save this article

An explanation of cross-national variation in call centre job quality using institutional theory

Author

Listed:
  • David Holman

Abstract

Employment regime theory is used to examine whether cross-national variation in call centre job quality is a result of differences in national institutional regime, i.e. inclusivist, dualist and market regimes. Analysis of an establishment-level survey of 1734 call centres revealed that, as expected, call centre job quality was highest in inclusivist regimes (Denmark, Sweden) and higher in dualist regimes (Austria, France) than in market regimes (Canada, UK, USA). Job quality in Germany, a dualist regime, was of a similar level to that in inclusivist regimes. There was also evidence that, only within dualist regimes, job quality was higher in call centres attached to larger firms than in independent call centres. The findings suggest that national institutional regimes are still sufficiently different and influential to produce cross-national variations in job quality, and have not been weakened and homogenized as a result of the internationalization of national economies.

Suggested Citation

  • David Holman, 2013. "An explanation of cross-national variation in call centre job quality using institutional theory," Work, Employment & Society, British Sociological Association, vol. 27(1), pages 21-38, February.
  • Handle: RePEc:sae:woemps:v:27:y:2013:i:1:p:21-38
    as

    Download full text from publisher

    File URL: http://wes.sagepub.com/content/27/1/21.abstract
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Bryson, Alex & Erhel, Christine & Salibekyan, Zinaïda, 2017. "The Effects of Firm Size on Job Quality: A Comparative Study for Britain and France," IZA Discussion Papers 10659, Institute of Labor Economics (IZA).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:woemps:v:27:y:2013:i:1:p:21-38. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: http://www.britsoc.co.uk/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.