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Collective Voice under Decentralized Bargaining: A Comparative Study of Work Reorganization in US and German Call Centres

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  • Virginia Doellgast

Abstract

This article compares the process of and outcomes from work reorganization in US and German call centres, based on four matched case studies in the telecommunications industry. Both German cases adopted high‐involvement employment systems with broad skills and worker discretion, while the US cases relied on a narrow division of labour, tight discipline and individual incentives. These outcomes are explained by differences in institutional supports for collective voice. Works councils in the German companies used their stronger participation rights to limit monitoring and encourage upskilling at a time when US managers were rationalizing similar jobs. Findings demonstrate that industrial relations institutions can have a substantial influence on employment systems in work settings characterized by decentralized bargaining and strong cost pressures.

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  • Virginia Doellgast, 2010. "Collective Voice under Decentralized Bargaining: A Comparative Study of Work Reorganization in US and German Call Centres," British Journal of Industrial Relations, London School of Economics, vol. 48(2), pages 375-399, June.
    • Handle: RePEc:bla:brjirl:v:48:y:2010:i:2:p:375-399
    DOI: 10.1111/j.1467-8543.2010.00791.x
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    3. Janine Berg & Francis Green & Laura Nurski & David A Spencer, 2023. "Risks to job quality from digital technologies: Are industrial relations in Europe ready for the challenge?," European Journal of Industrial Relations, , vol. 29(4), pages 347-365, December.
    4. Chiara Benassi, 2016. "Liberalization Only at the Margins? Analysing the Growth of Temporary Work in German Core Manufacturing Sectors," British Journal of Industrial Relations, London School of Economics, vol. 54(3), pages 597-622, September.
    5. Andrea Signoretti, 2021. "Workplace processes and employment opportunities for vulnerable social groups," European Journal of Industrial Relations, , vol. 27(1), pages 77-92, March.
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    8. Xiangmin Liu & Danielle D. van Jaarsveld & Yoshio Yanadori, 2022. "Customer aggression, employee voice and quit rates: Evidence from the frontline service workforce," British Journal of Industrial Relations, London School of Economics, vol. 60(2), pages 348-370, June.

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