Drawing on case studies from the telecommunications and auto industries, the authors argue that the vertical disintegration of major German employers is contributing to the disorganization of Germany's dual system of in-plant and sectoral negotiations. Subcontractors, subsidiaries and temporary...

This article compares the process of and outcomes from work reorganization in US and German call centres, based on four matched case studies in the telecommunications industry. Both German cases adopted high-involvement employment systems with broad skills and worker discretion, while the US...

This paper examines recent changes in collective bargaining and employer strategies in the German telecommunications industry following market liberalization in the late 1990s. Germany's distinctive co-determination and vocational training institutions encouraged large firms to adopt employment...

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 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,...

This paper examines recent changes in collective bargaining and employer strategies in the German telecommunications industry following market liberalization in the late 1990s. Germany's distinctive co-determination and vocational training institutions encouraged large firms to adopt employment...

The author analyzes the strengths and weaknesses of Total Quality Management and Self-Managed Teams, as compared to mass production approaches to service delivery, among customer service and sales workers in a large unionized regional Bell operating company. Participation in self-managed teams...

This study examines factors related to within-occupation wage inequality among service and sales workers in the telecommunications industry. The author draws on a 1998 survey of a nationally representative sample of 354 service and sales centers in the industry to examine the importance of...

This study examines factors related to within-occupation wage inequality among service and sales workers in the telecommunications industry. The author draws on a 1998 survey of a nationally representative sample of 354 service and sales centers in the industry to examine the relative importance...