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When States Go Broke
When States Go Broke discusses the ongoing fiscal crisis among the American states.
Disconnected
Call center employees once blended skill and emotional intelligence to solve customer problems while the workplace itself encouraged camaraderie and job satisfaction. Ten years after telecom industry deregulation, management had isolated the largely female workforce in cubicles, imposed quotas to sell products, and installed surveillance systems that tracked every call and keystroke. Debbie J. Goldman explores how call center employees and their union fought for good, humane jobs in the face of degraded working conditions and lowered wages. As the workforce coalesced to resist the changes, it demanded the Communications Workers of America (CWA) fight for safe and secure good-paying jobs. But trends in technology, capitalism, and corporate governance--combined with the decline of unions--narrowed the negotiating options for workers. Goldman describes how the actions of workers, management, and policymakers shaped the social impact of the new digital technologies and gave new form to the telecommunications industry in a time of momentous change. Perceptive and nuanced, Disconnected tells an overlooked story of service workers in a time of change.
Disintegrating Democracy at Work
The shift from manufacturing- to service-based economies has often been accompanied by the expansion of low-wage and insecure employment. Many consider the effects of this shift inevitable. In Disintegrating Democracy at Work, Virginia Doellgast contends that high pay and good working conditions are possible even for marginal service jobs. This outcome, however, depends on strong unions and encompassing collective bargaining institutions, which are necessary to give workers a voice in the decisions that affect the design of their jobs and the distribution of productivity gains. Doellgast’s conclusions are based on a comparative study of the changes that occurred in the organization of call...
Call Centers and the Global Division of Labor
Call centers have come, in the last three decades, to define the interaction between corporations, governments, and other institutions and their respective customers, citizens, and members. The offshoring and outsourcing of call center employment, part of the larger information technology and information-technology-enabled services sectors, continues to be a growing practice amongst governments and corporations in their attempts at controlling costs and providing new services. While incredible advances in technology have permitted the use of distant and "offshore" labor forces, the grander reshaping of an international political economy of communications has allowed for the acceleration of t...
The New Structure of Labor Relations
Tripartism—the national-level interaction among representatives of labor, management, and government—occurs infrequently in the United States. Based on the U.S. experience, then, such interactions might seem irrelevant to economic performance and policymaking. The essays in this volume reveal the falsity of that assumption. Contributors from eight industrialized countries (Australia, Germany, Ireland, Italy, Japan, Korea, the Netherlands, and the United States) examine the changing nature of labor-management relations, with a particular focus on the role of tripartism and the decentralization of collective bargaining. Although nonexistent in the United States and on the decline in Japan ...
Fact Finding Report
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The Transformation of American Industrial Relations
Ch. 1. A Strategic Choice Perspective on Industrial Relations -- Ch. 2. Historical Evolution of the U.S. Collective Bargaining System -- Ch. 3. The Emergence of the Nonunion Industrial Relations System -- Ch. 4. Industrial Relations Systems at the Workplace -- Ch. 5. The Process and Results of Negotiations -- Ch. 6. Changing Workplace Industrial Relations in Unionized Settings -- Ch. 7. Union Engagement of Strategic Business Decisions -- Ch. 8. American Workers and Industrial Relations Institutions -- Ch. 9. Strategic Choices Shaping the Future.
Telecommunications
Telecommunications provides the first comparative description of a pivotal service industry in which deregulation, privatization, and globalization have shaped corporate strategies and structure, and altered the nature of work. A chapter is devoted to each of the countries discussed: the United States, England, Canada, Australia, Japan, Germany, Italy, Norway, Mexico, and Korea. To facilitate comparisons, the authors use a common framework in analyzing changes and their implications for work and employment relations. Most employees in telecommunications, both white-collar and blue-collar, are unionized, and that has highlighted the tension between downsizing and participatory employment stra...
Going Public
Going Public examines the forces affecting labor and management and the prospects for adopting service-oriented cooperative relationships as a key strategy for meeting the expanded demands on the public sector.
