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9780801450471

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<p> This study is exemplary in its impressive attention to details regarding working conditions and industrial relations machinery, and in its combination of enterprise and regulatory histories with present-day quantitative and qualitative results. Furthermore, the book excels by attractive writing and presentation: the reader is put in the picture right from the start by an excellent summary chapter that explains general results at length and in the comparative context of the two countries. This overview leads on to the more detailed chapters in such an appealing way that the reader at all times understands the specific results as part of the wider picture. Arndt Sorge, British Journal of Industrial Relations (March 2013)

<p> This unique and original book makes a major contribution to comparative industrial relations. It is a solid empirical analysis based in the growing service sector and examines a globally growing occupation, the call center customer service representative. Virginia Doellgast argues that both participation rights and union bargaining power are important supports for the adoption of high involvement employment systems. -Jeffrey H. Keefe, Rutgers, The State University of New Jersey

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Virginia Doellgast is Lecturer in Comparative Employment Relations at the London School of Economics and Political Science.

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