Enabling ‘managed activism’: the adoption of call centres in Australian,British and US trade unions |
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| Authors: | John Lund Christopher Wright |
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| Institution: | 1. Department of Industrial and Systems Engineering at the University of Wisconsin. E‐mail: john.lund@uwex.edu;2. University of Sydney. E‐mail: c.wright2@econ.usyd.edu.au |
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| Abstract: | This article examines how trade unions in different country settings have utilised call centre technologies. Rather than viewing union call centres as simply a means of service delivery, our research suggests they can also enable a more strategic approach to workplace organising. We explore the implications of union call centres for debates on servicing and organising models of trade unionism. |
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