An explanation of cross-national variation in call centre job quality using institutional theory
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Bibliographic record
Abstract
Employment regime theory is used to examine whether cross-national variation in call centre job quality is a result of differences in national institutional regime, i.e. inclusivist, dualist and market regimes. Analysis of an establishment-level survey of 1734 call centres revealed that, as expected, call centre job quality was highest in inclusivist regimes (Denmark, Sweden) and higher in dualist regimes (Austria, France) than in market regimes (Canada, UK, USA). Job quality in Germany, a dualist regime, was of a similar level to that in inclusivist regimes. There was also evidence that, only within dualist regimes, job quality was higher in call centres attached to larger firms than in independent call centres. The findings suggest that national institutional regimes are still sufficiently different and influential to produce cross-national variations in job quality, and have not been weakened and homogenized as a result of the internationalization of national economies.
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Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.001 | 0.000 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.000 | 0.000 |
| Science and technology studies | 0.000 | 0.000 |
| Scholarly communication | 0.000 | 0.000 |
| Open science | 0.000 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from it