Conférence de Rosemary BATT (Cornell University, New
York, USA), au LEST (salle de séminaire), 35 ave Jules
Ferry, Aix en Provence :
- le jeudi 9 avril 2009 à 14 h « The
Globalization of Service Work : Comparative Institutional
Perspectives on Call Centers ».
- le vendredi 10 avril 2009 à 9 h : «
Strategies for Publishing in Anglo-American Research Journals
».
Résumé
« The Globalization of Service Work : Comparative
Institutional Perspectives on Call Centers »
This paper provides a theoretical and methodological overview
and discussion of a multi-year study on the globalization of
service work, with a specific focus on empirical evidence from the
emerging call center sector and its development in coordinated,
liberal, and emerging market economies. We situate this research in
the literature on comparative political economy and industrial
relations. Drawing on qualitative research and a unique survey of
2,500 establishments in 17 countries, we analyze the extent of
convergence and divergence in management practices and employment
relations in this sector.
This presentation highlights the major findings from the overall
research project and the methodological challenges of this type of
large-scale, multi-country endeavor. We also discuss the specific
findings covering several topics: The role of unions in shaping the
quality of jobs; the factors that influence wage levels and wage
inequality; the use of contingent employment and their outcomes;
the relationship between strategic human resource management, work
design, and organizational outcomes; and the relationship between
technology, selection, and training. This research will appear in a
special issue of the Industrial and Labor Relations Review (ILRR)
in July, 2009.