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

This article examines the dynamics of workplace change in European call centres. Survey data and case studies from Austria, Denmark, France, Germany, the Netherlands and Spain show large nationaland sectoral differences in institutional inclusiveness and labour market segmentation. These reflect variation in the institutional constraints and resources available to employers and unions as they adjust to market changes. However, union strategies to organize new groups and close gaps in existing regulations are becoming increasingly important as restructuring undermines traditional forms of bargaining power.