Introduction: Institutional change and labour market segmentation in European call centres

This article examines the dynamics of workplace change in Europeancall centres. Survey data and case studies from Austria, Denmark,France, Germany, the Netherlands and Spain show large nationaland sectoral differences in institutional inclusiveness andlabour market segmentation. These reflect variation in the institutionalconstraints and resources available to employers and unionsas they adjust to market changes. However, union strategiesto organize new groups and close gaps in existing regulationsare becoming increasingly important as restructuring underminestraditional forms of bargaining power.