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Article: Management responses to union in Australian call centres: exclude, tolerate or embrace?(Contributed Article)
- Article from:
- Australian Bulletin of Labour
- Article date:
- June 1, 2003
- Author:
CopyrightCOPYRIGHT 2003 National Institute of Labour Studies Inc. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Abstract
This paper reports on a study of management's attitudes and responses to union activities in 20 call centres in Western Australia. Australian unions have identified call centres as an important sector to organise, but past research has acknowledged the importance of employer recognition of union rights to organise within the workplace as critical to the success of a union campaign. In addition, there is now substantial literature illustrating call centres as high control workplaces, and therefore difficult sites for unions to organise, although the question as to what extent these high control strategies reflect management's attitude towards union ...