Jaarsveld, Danielle D. Van; Kwon, Hyunji; Frost, Ann C. - In: ILR Review 62 (2009) 4, pp. 573-601
This comparative study examines survey data from 464 call centers in the United States, 167 in the United Kingdom, and 387 in Canada to explore two questions: whether institutional differences shape employers' choices of ways to improve work force flexibility, both numerical and functional; and...