Call centres and job satisfaction in Italy: employment conditions and socio-biographical patterns

ABSTRACT

The article examines job satisfaction in 21 Italian call centres. The results of research carried out on 1715 handlers indicate how dissatisfaction prevails among call centre representatives (CCRs) and how it is influenced by aspects related to some organisational characteristics (service delivered, size and organisational typology), on one side, and to different aspects of working conditions (contract, wage and tenure) and participants’ biographical and working profiles of CCRs (gender, age, educational attainment), on the others. However, the most interesting finding emerges by distinguishing different dimensions of job satisfaction (extrinsic and intrinsic-relational). In particular, the relationship between type of contract and job satisfaction is rather interesting. For non-permanent workers, in fact, the probability of being dissatisfied is decidedly greater if we consider the extrinsic dimension of job satisfaction. Instead, when the intrinsic-relational dimension is taking into account, atypical workers are no more dissatisfied than the permanent ones. Job insecurity and limited perspectives in terms of work alternatives, safeguards and rewards, seem to be the source of greatest dissatisfaction for Italian CCRs. This certainly does not surprise considering the Italian development model and its dualistic labour market, highly segmented between insiders and outsiders.     

Young people and the gendered and aesthetic dimensions of ‘enterprise’: stories from a ‘Rust Belt’ city

ABSTRACT

In the ‘Rust Belt’ city of Geelong in Victoria, Australia, discourses of young people’s enterprise and innovation provide a counter-narrative to the prevailing material and symbolic consequences of industrial decline, job losses, and the growing insecurity of employment and income. GT Magazine is a weekly, large circulation magazine in Geelong with a significant focus on the activities and aspirations of enterprising young people. In this paper, we examine, by utilising techniques of content analysis and discourse analysis, the particular ways in which young people’s innovation and enterprise are framed and enacted in GT Magazine. Our analysis reveals that ‘youth’ and ‘enterprise’ are, in GT Magazine, given an embodied form that is powerfully marked by aestheticised, normalised enactments of gender, class and race. In doing this work, we make productive contributions to three key themes in contemporary youth studies: new work orders and the youthful self as enterprise; the gendered and aesthetic dimensions of affective labour in these new work orders; and the emerging spatial turn to examine young people's embodied, place-based experiences of employment and enterprise. We seek to make problematic the sense that solutions to multiple disruptions and crises in capitalism and the environment are to be found in young people’s enterprise. Particularly when that enterprise is given form in ways that are aestheticised, gendered, classed, individualised and responsibilised.     

Returning to YTS: the long-term impact of youth training scheme participation

ABSTRACT

Shortly after leaving Leicester for Scotland Andy Furlong began to wrestle with the complexities of school to work transitions as captured by the 1986 sweep of the British Cohort Study (BCS). His analysis was published as Schooling for Jobs. Although a relatively short text, this book was vitally important as it documented in detail, for the first time, the changes to career preparations of British secondary school children at the mid-point of a decade where the impact of deindustrialising processes, coupled with the neo-liberal policies of the political right, had ravaged the UK economy and decimated the youth labour market. The mid 1980s were a turning point that marked a shift to ‘individuals’ having responsibility for future career successes and the blaming of young people themselves for any perceived labour market failings. Central to this process was the Youth Training Scheme (YTS). Based on recent collaborations with Andy exploring YTS we have two main aims here. First, we revisit the BCS data to update the story and answer three interrelated questions: (i) what happened to the YTS participants from Furlong’s analysis?; (ii) what were the long-term career and life ‘impacts’ for those who participated in YTS during the 1980s?; and (iii) were these job substitution schemes or gateways to real and meaningful work? Second, we conclude by reflecting upon this aspect of Andy’s legacy and the shape of future research on youth training schemes.     

Institutional antecedents of subsidiary external embeddedness: Coping with regulatory competitive constraints

We investigate institutional antecedents to subsidiary external embeddedness and relate regulation constraining competition in local service sectors to subsidiary embeddedness with local partners in complementary sectors. Combining research on business networks with arguments derived from transaction cost economics, we argue that subsidiary external embeddedness depends on the extent of transaction costs originating from small numbers bargaining, which regulatory competitive constraints in local service sectors are a source of. Based on this logic, we suggest that low and high levels of regulatory competitive constraints are associated with greater subsidiary external embeddedness. We also suggest that this U-shaped relationship is more pronounced for subsidiaries that are centers of excellence within the multinational enterprise because these subsidiaries heavily depend on the local context as a source of their competitive advantage over their sister subsidiaries.     

Business-centered versus socially responsible corporate diversity communication. An assessment of stakeholder (dis)agreement on Twitter

This study assessed the business-centered and CSR-centered diversity communication of five American corporations along with the ensuing responses on the microblogging platform Twitter, the present analysis contributes to the literature on online diversity communication and public relations. The results revealed that companies that had long-term consistency in approaching diversity as CSR received more agreeable responses than those that made swift changes in the aftermath of increased pressure from activist groups. In addition, companies that communicated to a greater degree about the impact of diversity on the bottom line engendered higher user agreement than those who discussed diversity primarily from a CSR perspective.The results shed light on the importance of message consistency throughout longer periods of time.     

网络新媒体语境下口语表达课程创新研究

网络新媒体具有不同于传统媒体的特点,在网络新媒体语境下,网络新媒体人的素养也应提高。要想培养出网络新媒体语境下的优秀人才,口语表达课程必须创新,加强语音的标准度和优美度训练,校企合作,为学生提供实践平台,还要对学生进行专项训练,提升学生的专业素养,应用立体化教材,使考试形式多样化。     

Breakthroughs on Fundamental Issues of Socialist Political Economy in China’s Economic Reform

How to effectively integrate the basic economic system of the primary stage of socialism in which public ownership is the dominant and diverse economic sectors develop side by side with a resource allocation model in which the market plays a decisive role is a fundamental issue in building a socialist political economy with Chinese characteristics. Western bourgeois economics and the traditional understanding of Marxist classical writers reject the possibility of such integration. In the transitional countries of Central and Eastern Europe, the practice and theoretical exploration of combining the two ended by abandoning public ownership. The fundamental feature of socialist economic reform practice with Chinese characteristics is to uphold their organic unity. This approach has already achieved great progress but at the same time is confronting a series of new problems.     

Unequal returns to social capital: the study of Malays in Singapore through a network lens

Using the concepts of ‘social capital deficit’ and ‘return deficit’, this study considers the social network aspects of social disadvantage among Malays in Singapore, as compared to Singaporean Chinese. Analysing a 2005 representative survey, we find Malays have less social capital than Chinese, a social capital deficit partly explained by their lower educational attainment. We find no return deficit in earnings: that is, every additional unit of social capital increases earnings equally for Chinese and Malays. However, we find return deficits in education: every additional unit of social capital (e.g. ties to educated parents) increases educational attainment more for Chinese than Malays. In all, this study offers a social capital explanation for Malay ‘plight’, complementing the more conventional explanations of human and economic capital.     

Unemployment among Mexican immigrant men in the United States, 2003–2012

Based on their socioeconomic characteristics, Mexican immigrant men should have very high unemployment. More than half do not have a high school diploma. One in four works in construction; at the height of the recent recession, 20% of construction workers were unemployed. Yet their unemployment rates are similar to those of native-born white men. After controlling for education and occupation, Mexican immigrant men have lower probabilities of unemployment than native-born white men – both before and during the recent recession. I consider explanations based on eligibility for unemployment benefits, out-migrant selection for unemployment, and employer preferences for Mexican immigrant labor.