Institutional change and labour market segmentation in European call centres

Contents:
Introduction: Institutional Change and Labour Market Segmentation in European Call Centres - Virginia Doellgast, Rosemary Batt and Ole H. Sørensen

Institutional Change and the Restructuring of Service Work in the French and German Telecommunications Industries - Virginia Doellgast, Hiroatsu Nohara and Robert Tchobanian

Pay and Working Conditions in Finance and Utility Call Centres in Denmark and Germany - Ole Henning Sørensen and Claudia Weinkopf

Industrial Relations and Labour Market Segmentation in Dutch Call Centres - Danielle van Jaarsveld, Andries de Grip and Inge Sieben

Collective Bargaining and Temporary Contracts in Call Centre Employment in Austria, Germany and Spain - Karen A. Shire, Annika Schönauer, Mireia Valverde and Hannelore Mottweiler