Doellgast, VirginiaBatt, RosemarySorensen, Ole H.2020-11-172020-11-172009-01-011722390https://hdl.handle.net/1813/75749This article examines the dynamics of workplace change in European call centers. Survey data and case studies from Austria, Denmark, France, Germany, the Netherlands and Spain show large national and sectoral differences in institutional inclusiveness and labor 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.en-USRequired Publisher Statement: Copyright by Sage Publications. Final article published as Doellgast, V., Batt, R. & Sorensen, O. H. (2009). Introduction: Institutional change and labor market segmentation in European call centers [Electronic version]. European Journal of Industrial Relations, 15(4), 349-371.call centersEuropeindustrial relationslabor marketsegmentationoutsourcingarticle