Do cultural differences explain differences in attitudes towards unions? Culture and attitudes towards unions among call centre workers in Britain and India

This article adds to the literature on worker attitudes towards unions by investigating the impact of cultural attitudes and the call centre labour process on union attitudes among call centre workers in Britain and India. It is hypothesised that workers with egalitarian and collectivist cultural attitudes will be more likely to have pro‐union attitudes than other workers, although if the impact of cultural attitudes is mediated by history and institutions, it might be expected that this relationship is stronger for British than Indian workers. Conversely, if union attitudes are largely a function of the call centre labour process, we would expect union attitudes to be similar among workers in both countries. Our results only partially support our hypotheses. Collectivist attitudes are only weakly related to union attitudes among the British sample but are more strongly related in the Indian sample. There are significant differences between union attitudes among our British and Indian samples. The article concludes that relationship between cultural attitudes and union attitudes are heavily dependent on institutional context. Cultural attitudes are unlikely to be either a constraint or a facilitator of union efforts to organise workers.     

Ringing the changes? Union recognition and organisation in call centres in the UK finance sector

The massive rise in UK call centre employment in recent years has been closely related to developments in the finance sector. This paper analyses these developments in order to contextualise the organisational experiences of unions in the sector. Recruitment activity in both hostile and compliant employer environments, and findings from the first national survey of call centre employees’ attitudes towards trade unionism, are discussed, and the prospects for union recruitment and organisation are assessed.     

Disaggregating and reaggregating work: Workers,management and the struggle over creating coherency and purpose in a context of work degradation

The article argues that whilst there is a growing sense of degradation and worsening conditions (disaggregation) of work in the cleaning sector in general, there are some important contradictions which require complex organisational responses. In the main, there is a growing sense of isolation in this work, yet also a growing perception of autonomy and workers having to use discretion in new and challenging ways. This article focuses on these issues and management responses to reaggregate the nature of such work, creating new forms of identity and activities intended to enhance (or address) the levels of stability and sustainability at work as well as in operational processes. This management conundrum means that they need to deal with a range of job‐related, skill‐oriented worker learning and also representation issues. These responses bring to the fore the contested nature of such forms of work and how they are changing.     

The viability of alternative call centre production models

In this article we outline three alternative production models and discuss their applicability to call centre management. These include the classic mass production model, the professional service model and the mass customisation model. We then develop a theoretical framework that identifies potential causal links between management practices, workers? affective and cognitive reactions, and performance outcomes. We use this framework to review literature on service workplaces in organisational behaviour and HR studies and to assess the empirical evidence regarding these causal explanations. Finally, we present two recent quantitative studies of call centre performance – one that examines affective explanations and one that explores cognitive explanations for the HRperformance link. We conclude with directions for future research.     

Beyond bureaucracy? Work organization in call centres

Call centres are a rapidly growing, IT-based channel for service and sales delivery, particularly in the financial services and telecom industries. Although little research has been undertaken on the human resource aspects of call centres, two contrasting images are emerging. The first emphasizes the bureaucratic, constraining nature of these work settings, while the second image points towards worker empowerment characteristic of knowledge-intensive settings. Which of these two images more faithfully portrays the nature of work organization in call centres is the subject of our paper. Drawing on qualitative research undertaken in six call centres and a survey of front-line workers, we show that elements of both models coexist and that a hybrid model predominates. The theoretical basis for this contention, and its institutionalization as mass customized bureaucracy, lies in management's on-going attempts to reconcile two conflicting principles: standardization of processes and customization of products. The paper also explores, as key consequences of mass customized bureaucracy, front-line workers' satisfaction with various facets of their job and their overall job satisfaction, in addition to discretionary work effort. Only in relation to job security and co-worker relations could front-line workers be considered satisfied. Overall, these employees were ambivalent in their responses. They were however more likely to give more discretionary work effort than indicated by their extent of satisfaction. We conclude that, although the existing pattern of work organization may be superior to more bureaucratic forms, it is by no means ideal from the standpoint of either front-line workers or management.     

Worker involvement in implementing new technology

The purpose of this paper is to explore the importance of worker involvement in the implementation of new technology. While academicians have long called for greater worker involvement in the change process, in practice it seems that organizations resist such involvement to any great degree. The review of the literature presented here suggests that worker involvement is even more critical in implementing new technology as such involvement not only results in less resistance to technological change but, more importantly, greater support and commitment from workers for technological change. This commitment from workers is necessary if new technology is to be successfully implemented.     

Call centres and beyond: a thematic evaluation

This introduction aims to place the articles in this special edition in the context of the wider literature on call centres. The discussion is arranged around four themes: the characteristics and organisational features of call centre work, the choices and strategies that are available to manage the work, the effects of this type of work on employees and, finally, the responses and reactions of call centre staff to their work experiences. The articles selected, which are drawn from a conference sponsored by this journal, are then summarised.     

浅论新形势下企业工会发挥作用的途径

企业工会是党联系职工群众的桥梁和纽带,在实现企业和谐、促进社会和谐方面的责任十分重大。重点在服务中心工作、维护职工合法权益、培养"四有"职工队伍三个方面下功夫,是企业工会在新形势下发挥作用的有效途径,是推进企业持续有效和谐发展的重要保障。     

'We Recruit Attitude': The Selection and Shaping of Routine Call Centre Labour

Call centres are growing rapidly and are receiving attention from politicians, policy makers and academics. While most of the latter focus on work relations, notably patterns of control and surveillance, this paper explores the role of recruitment, selection and training in the shaping call centre labour. The paper uses data from a case study of a call centre (Telebank) to argue that the increased significance of social competencies within interactive service work gives these procedures greater salience and that they are used by management to address the indeterminacy of labour, in part, outside the labour process. Primary data from management and customer service representatives is used to examine and contrast their respective perceptions of recruitment, selection and training. The paper shows the contested and contradictory tendencies associated with how a particular company identifies and then uses social competencies. Tensions in the labour process between the mobilization of employee attributes and the deliberate moulding and standardization of such competencies is merely part of wider and unresolved tensions concerning the contested nature of emotional labour and the demands of quantity and quality in the management of call centre work.     

Who is considered an ‘older worker'? Extending our conceptualisation of ‘older’ from an organisational decision maker perspective

A refinement of the construct of age, specifically ‘older’, is recognised as a critical measurement concern for experts in both ageing research and policy formation. In this context, we set out to both chronologically define an ‘older worker’ and to identify on what basis the age of ‘older’ is determined. In doing so, we draw on open‐ended survey data (collected in 2011) from a sample of 407 organisational decision makers across all industries in Ireland. Our focus was specifically on the perspective of organisational decision makers because these individuals will be instrumental in facing the challenges associated with workforce ageing. The results show that workers are considered as ‘older’ at a younger age than might be expected and that decision makers conceptualise workers as ‘older’ using various approaches in the organisational context. Our findings contribute to the literature in three ways: firstly, by providing an important empirically derived understanding of the term ‘older worker’; secondly, by empirically examining previously suggested ‘possible’ indicators of age; and thirdly, by demonstrating that these indicators are conceptually and empirically distinct, advancing theory on the concept of age in the workplace.     

如何发挥工会组织在构建和谐企业中的作用

企业工会是党委领导下的职工自愿结合的职工群众组织,是职工之家,担负着团结、凝聚职工,维护、服务大局的艰巨任务,其特殊的性质和特殊的身份自然成为党联系职工群众的"桥梁"和"纽带",对于密切党同职工群众的血肉联系,推动企业和谐健康有序发展关系重大。本文将从以人为本、科学发展、自我创新三个方面论述工会组织将如何在构建和谐企业中发挥作用。     

Employee wellbeing in call centres

Call centres are often perceived to have a negative impact on employee wellbeing, mainly attributed to four factors: job design, performance monitoring, HR practices and team leader support. This article reports on a survey of 557 customer service representatives that examined the relationship of these factors to four measures of wellbeing: anxiety, depression and intrinsic and extrinsic job satisfaction. One distinctive feature of this article is its focus on anxiety and depression, two major dimensions of wellbeing not addressed in call centre research to date. Results demonstrated that the factors most highly associated with wellbeing were high control over work methods and procedures, a low level of monitoring and a supportive team leader. Evidence also indicates that the level of wellbeing in some call centres is similar to that in other comparable forms of work.     

‘It's more than who you know’– networks and trade unions in the audio‐visual industries

Many commentators have argued that a shift towards post‐industrial modes of production and employment has progressively undermined the conditions for collective labour organisation and regulation. The capacity of trade unions to respond to these changes and represent the interests of contingent workers has become a key issue in many industries in which employment has become increasingly fragmented. This article examines patterns of interest representation pursued by freelance workers in the UK audio‐visual sector. In particular, it examines three critical cases to explore the potential of networks of freelance workers for representing their interests and to consider the implications for trade unions as traditional collective actors. We conclude that networks can provide forums through which interests can be articulated, but their limitations in representing freelance workers offer trade unions a crucial opportunity to extend collective regulation.     

Debating Free International Trade

This article begins with a definition of free international trade and a brief history of the evolution of free trade as an ideology and economic policy. It next considers the case for free trade as first articulated by classical economists Adam Smith and David Ricardo and then examines free trade critiques proffered by Friedrich List and Marxist scholars who claim that free trade can never be just nor fair so long as relational and structural power inequalities exist between corporations and workers. This article concludes with a summary of the current free trade debate, highlighting, in particular, how radical critics of free trade have begun to embrace a more distinctly Marxian view of the dynamics of globalized capital accumulation. This new perspective acknowledges the progressive transformations that globalized trade has brought to developing countries while also highlighting the ways global free trade relies upon and sustains an exploitative class dynamic.     

Institutions as constraints and resources: Explaining cross‐national divergence in performance management

This article compares performance management practices in call centres from four telecommunications firms in the United Kingdom, France, Denmark, and Germany. Findings show that different combinations of institutional constraints, such as strong job security protections, and participation resources supporting worker voice were influential in shaping choices among policies to motivate and discipline workers. Performance management most closely approached a high‐involvement model where both constraints and resources were high, where worker representatives were able both to restrict management's use of sanctions and to establish procedures that improved the perceived fairness of incentives. Findings contribute to debates concerning the role of contextual factors in the design and effectiveness of HRM.     

Union responses to the rise of precarious youth employment in Greece

The ways unions have responded so far to the emergence of precarious employment among young people in Greece are critically analysed in this article. The analysis considers that traditional forms of regulation and union representation are not effective in protecting young workers from the risk of vulnerability at work. It further makes the case for a radical strategic reorientation of the Greek trade unions placing greater emphasis on organising and attracting young precarious workers through more appropriate representation structures and engagement strategies at the workplace level.     

Trade unions,management and European works councils: Opening Pandora's box?

This paper makes a contribution to the ongoing debate on transnational worker representation in light of the European Works Council (EWC) directive. Three issues in particular are highlighted which we believe contribute to the organizational and political developments of EWCs. First, we present some variables which have stimulated worker representatives to 'network' with each other across national boundaries prior and parallel to the EWC directive. Looking at factors other than the EWC directive can give us a greater appreciation of the likely interactive nature of employee representatives, trade unions and management in the new forums. Second, and in particular, we explore whether certain elements of existing national industrial relations systems either stimulate or limit interest by employee representatives in forming and aligning themselves to transnational forums. Given that the German and British industrial relations systems are so different, and that the divergence between them is seen as an impediment to EU attempts to promote the growth of an integrated European system (Crouch, 1993), the research compares developments in these two countries. Third, the paper explains how management is responding to developments in transnational worker representative forums within the context of divergent industrial relations systems. We highlight in particular the way management is able to utilize institutional aspects of national systems in conditioning transnational worker representation in the newly structured forums. Such responses, we argue, raise questions regarding our understanding of convergence and divergence in industrial relations.     

Sex worker unionisation: an exploratory study of emerging collective organisation

In a number of Western economies in the last two decades, sex workers have begun to organise themselves in, and be organised by, trade unions for the first time. This article examines the salient processes and outcomes of this phenomenon. It firstly explores the influence of the prostitutes’ rights movements and the emergence of the ‘sex work’ discourse where the selling of sex and sexual services are regarded as a form of ‘emotional’ or ‘erotic’ labour. The advances in sex worker union organisation are recounted before assessing the forces leading to unionisation and those forces that act as impediments to unionisation. The conclusion of the article is that extant sex worker unionisation is a fragile and embryonic phenomenon.     

Discipline,representation and dispute resolution—exploring the role of trade unions and employee companions in workplace discipline

This article reports findings that suggest that trade union representation both protects worker interest and also facilitates the informal resolution of disciplinary disputes. However, this is dependent on robust representative structures and high‐trust relationships with employers. Conversely, non‐union companions were found to have no substantive impact on disciplinary processes and outcomes.     

Buying into the ‘good worker’ rhetoric or being as good as they need to be? The effort bargaining process of new migrant workers

A great deal of attention in the literature has focused upon employers' stereotypical perceptions of Central and Eastern European workers as ‘good workers’, and the impact such views have on hiring processes in low‐skilled employment. Drawing on multiple case studies, this paper examines the good worker rhetoric through the lens of the effort bargaining process and hard HRM strategies that target marginalised workers in the labour market. In particular, the extent to which migrant workers buy into the rhetoric is explored. It is argued that migrant workers do not fully buy in to the good worker rhetoric because of issues such as high levels of education and personal aspirations and importantly, issues related to employers' strategies, bullying, discrimination, and the segmentation of migrant workers in each organisation.