2007
DOI: 10.1007/s11294-007-9078-y
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An Examination of the Quality of Jobs in the Call Center Industry

Abstract: This paper examines jobs in the information society and the new economy, taking as its focus the call center industry. More specifically, the study analyzes the degree of variability of the quality of call center jobs. In order to achieve this objective, an index of job quality is generated, and an empirical analysis of the characteristics of jobs in call centers is carried out. This allows us to determine the level and variability of quality of jobs in this sector and to establish whether the reality of these… Show more

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Cited by 17 publications
(20 citation statements)
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“…There are also strong incentives to pursue a low‐cost model, as call centre activities are often viewed as peripheral and a prime target for cost savings (Taylor et al . 2002; Valverde et al . 2007).…”
Section: Explaining Variation In Employment Systemsmentioning
confidence: 99%
“…There are also strong incentives to pursue a low‐cost model, as call centre activities are often viewed as peripheral and a prime target for cost savings (Taylor et al . 2002; Valverde et al . 2007).…”
Section: Explaining Variation In Employment Systemsmentioning
confidence: 99%
“…Job quality is typically viewed as consisting of extrinsic or economic outcomes, including high pay andjob security (Kalleberg, Reskin, and Hudson 2000;McGovern, Smeaton, and Hill 2004), and outcomes that provide m ore intrinsic or indirect benefits, including par ticipation in decision-making, discretion over tasks, and an absence of detailed m onitoring and surveillance (Valverde, Ryan, and Gorjup 2007;Tilly 1997;Green 2005). Comparative researchers have argued that these m easures of job quality are not simply a function of firm-level differences in strategy, technology, or hum an capital, but also are influenced by political and econom ic institutions outside the firm.…”
Section: Previous Researchmentioning
confidence: 99%
“…A number of studies demonstrate that these characteristics contribute to increasing job satisfaction among employees (Leontaridi and Sloane, 2001;Ritter and Anker, 2002). Many of these characteristics coincide with the dimensions which comprise the concept of job quality (Valverde et al, 2007a;Hunter, 2000).…”
Section: The Use Of Promotion In Organisationsmentioning
confidence: 98%