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An Examination of the Quality of Jobs in the Call Center Industry

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  • Mireia Valverde
  • Gerard Ryan
  • María Gorjup

Abstract

This paper examines jobs in the information society and the new economy, taking as its focus the call center industry. More specifically, the study analyzes the degree of variability of the quality of call center jobs. In order to achieve this objective, an index of job quality is generated, and an empirical analysis of the characteristics of jobs in call centers is carried out. This allows us to determine the level and variability of quality of jobs in this sector and to establish whether the reality of these jobs is as good as the forecasts for work in the new economy. Copyright International Atlantic Economic Society 2007

Suggested Citation

  • Mireia Valverde & Gerard Ryan & María Gorjup, 2007. "An Examination of the Quality of Jobs in the Call Center Industry," International Advances in Economic Research, Springer;International Atlantic Economic Society, vol. 13(2), pages 146-156, May.
    • Handle: RePEc:kap:iaecre:v:13:y:2007:i:2:p:146-156:10.1007/s11294-007-9078-y
    DOI: 10.1007/s11294-007-9078-y
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    References listed on IDEAS

    as
    1. Larry W. Hunter, 2000. "What Determines Job Quality in Nursing Homes?," ILR Review, Cornell University, ILR School, vol. 53(3), pages 463-481, April.
    2. Kjell Erik Lommerud & Bjørn Sandvik & Odd Rune Straume, 2004. "Good Jobs, Bad Jobs and Redistribution," Scandinavian Journal of Economics, Wiley Blackwell, vol. 106(4), pages 703-720, December.
    3. John Paul Macduffie, 1995. "Human Resource Bundles and Manufacturing Performance: Organizational Logic and Flexible Production Systems in the World Auto Industry," ILR Review, Cornell University, ILR School, vol. 48(2), pages 197-221, January.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    call centers; quality of jobs; human resource management; J50; M00; O50;
    All these keywords.

    JEL classification:

    • J50 - Labor and Demographic Economics - - Labor-Management Relations, Trade Unions, and Collective Bargaining - - - General
    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General
    • O50 - Economic Development, Innovation, Technological Change, and Growth - - Economywide Country Studies - - - General

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