Frontmatter -- Zur "Managementforschung" -- Vorwort -- Inhaltsverzeichnis -- Führung als Schlüssel zur organisationalen Lernfähigkeit -- Arbeitsengagement aus freien Stücken: Zur Rolle der Führung -- Zur Entwicklung interpersonalen, intérorganisationalen und interkulturellen Vertrauens...

This article examines union responses to the reorganization of call centre work in Germany, drawing on case studies from the telecommunications, financial services and subcontractor industries. Service unions initially adopted innovative strategies to organize these workplaces, in response to...

This introduction to the special issue on the globalization of service work provides an overview of the call center sector and its development in coordinated, liberal market, and emerging market economies. The introduction's authors situate this research in literature on the comparative...

This paper analyzes the relationships among national institutions, collective bargaining arrangements, and job quality in call center workplaces, using establishment-level survey data obtained in 2003–2006 in five European coordinated market economies (CMEs) (Austria, Denmark, France,...