Call center employment: Diverging jobs and wages

Low-Wage Work in the Netherlands

Volumn 9781610444842, Issue , 2008, Pages 237-266

  Van Klaveren, Maarten ^a   Sprenger, Wim ^a  

^a NONE   (Netherlands)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 70949103842     PISSN: None     EISSN: None     Source Type: Book    
DOI: None     Document Type: Chapter

References (14)

1. Arbeidsinspectie (Labor Inspectorate). 2003. Projectverslag Inspectieproject Callcenters 2001-2002 [Project Report of the Call Center Inspection Project 2001/2002]. The Hague: Department of Social Affairs and Employment.
2. Batt, Rosemary. 2000. "Strategic Segmentation in Frontline Services: Match-ing Customers, Employees, and Human Resource Systems." International Journal of Human Resource Management 11(3): 540-61.
3. Batt, Rosemary. 2001. "Explaining Wage Inequality in Telecommunications Services: Customer Segmentation, Human Resources Practices, and Union Decline." Industrial and Labor Relations Review 54(2A): 425-49.
4. Belt, Vicki, Maarten van Klaveren, Ranald Richardson, Juliet Webster, and Kea Tijdens. 1999. Work Opportunities in the Information Society: Call Center Teleworking (WOWIS): Final Report. Newcastle, London, U.K., and Eindhoven, Netherlands: CURDS, University of Newcastle upon Tyne, Tavistock Institute, STZ advies & onderzoek.
5. Braaksma, Ro. 1998. Bedrijfsleven in beeld: Callcenters [Business in View: Call Centres]. Zoetermeer, Netherlands: EIM.
6. De Grip, Andries, Inge Sieben, and Danielle van Jaarsveld. 2005. Employment and Industrial Relations in the Dutch Call Center Sector. Maastricht, Netherlands: ROA.
7. Eimers, Ton, and Eveline Thomas. 2000. Onderwijs callcenterpersoneel vraagt nieuwe aanpak. Beroepenstructuur en kwalificeringsvraag in callcenters [Education of Call Center Personnel Requires New Approach: Occupational Structure and Qualification Demand in Call Centers]. Nijmegen: ITS.
8. FHKN Partner in opleiding en examen. 2006. Resultaten FHKN enquete onder call center medewerkers [Survey Among Call Center Agents]. Amersfoort, Netherlands: FHKN.
9. Gerechtshof Amsterdam. 1996. 5 december 1996, nr 690/96 OK, Ondernemingsraad Nederland van ABN AMRO Bank NV tegen ABN AMRO Bank NV, ROR 1997, nr. 13/art 25, 26 WOR. [Judgment of Labor Court (OK), published in ROR. Deventer, Netherlands: Kluwer.].
10. Johansen, Aslaug. 2000. Tableau comparatif des plates-formes téléphoniques d'un échantillon de banques francaises [Comparison of Call Centers from a Selection of French Banks]. Paris: ARETE.
11. Keizer, Margo. 2001. Arbeid in callcenters. Eindrapport [Work in Call Centers: Final Report]. The Hague: Research voor Beleid and Department of Social Affairs and Employment.
12. Sieben, Inge, and Andries de Grip. 2004. "Training and Expectations on Job Mobility in the Call Center Sector." Journal of European Industrial Training 28(2/3/4): 257-71.
13. TNO Arbeid. 2002. Arbeidsrisico's in de branche Callcenters [Occupational Risks in the Call Center Branch]. Hoofddorp, Netherlands: TNO Arbeid.
14. Von Pickartz, Ine, and Jacqie van Stigt. 2001. "De wereld is klant, de klant is de wereld" ["The World is the Customer, the Customer is the World"]. Zeggenschap 12(1): 26-28.