Ursula Holtgrewe
Biographic Data
| ID | 286952 |
|---|---|
| NAME | Ursula Holtgrewe |
| GIVEN NAMES | Ursula |
| FAMILY NAME | Holtgrewe |
| SIGNATURE | HOLTGREWE U |
| AFFILIATIONS | Forschungs- und Beratungsstelle Arbeitswelt |
| ORCID | 0000-0001-8386-0249 |
| VERIFIED | Yes |
| TOTAL WORKS | 14 |
| TOTAL CITATIONS | 89 |
| AUTHOR COUNT | 14 |
| EDITOR COUNT | 0 |
| FIRST PUBLICATION YEAR | 1994 |
| LATEST PUBLICATION YEAR | 2023 |
| H-INDEX | 4 |
It takes two to code: A comparative analysis of collective bargaining and artificial intelligence
The extension of artificial intelligence (AI) and algorithmic management mechanisms by companies has led to growing trade union demands to regulate their use. This article explores the role of collective bargaining and employee participation mechanisms in regulating the use by companies of AI and algorithms. This is done through a comparative analysis of institutional developments at EU level, as well as in four countries with different industria…
Re-organising Service Work: Call Centres in Germany and Britain: Call Centres in Germany and Britain
Re-organising Service Work: Call Centres in Germany and Britain
Re-organizing customer service work - an introduction, Karen Shire, Ursula Holtgrewe and Christian Kerst. Institutions and contexts - the making of an industry?: call centres - constructing flexibility, Sandra Arzbacher, Ursula Holtgrewe and Christian Kerst consolidation, cowboys and the developing employment relationship in British, Dutch and US call centres, Peter Bain and Phil Taylor call centres in Germany - employment, training and job desig…
New new technologies: The future and the present of work in information and communication technology
This paper outlines a selection of technological and organisational developments in the information and communication technology ( ICT ) sector and analyses their likely challenges for workers and trade unions around the globe. It addresses the convergence of telecommunications and information technology, the related developments of ubiquitous computing, ‘clouds’ and ‘big data’, and the possibilities of crowdsourcing and relates these technologie…
A service union's innovation dilemma: Limitations on creative action in German industrial relations
This article examines union responses to the reorganization of call centre work in Germany, drawing on case studies from the telecommunications, financial services and subcontractor industries. Service unions initially adopted innovative strategies to organize these workplaces, in response to threats and opportunities presented by the rapid growth of a new 'sector'. However, the new conglomerate service union, ver.di, has been unable to sustain t…
Global or embedded service work? the (limited) transnationalisation of the call-centre industry
This paper explores the amount of ‘real’ internationalisation in the call centre industry and looks at its effects on work organisation from two angles. First, we analyse the data from the Global Call Center Industry Project, with regard to the amount of internationalisation and the profiles of call centres serving an international market. Then, these industrywide findings are confronted with a case study of the customer service operation of a US…
Narratives Interview
In narrativen Interviews werden die Gesprächspartner veranlasst, spontane Stegreiferzählungen zu den interessierenden Forschungsfragen zu erzeugen. Eine solche Methode wird in der Organisationsforschung selten eingesetzt. Gerade das, was Organisationen ausmacht, ihre Ausbildung von Zwecken, Routinen und Mitgliedsrollen, scheint sich gegen die Lebensweltlichkeit des Erzählens zu sträuben. Andererseits sind Organisationen Räume sozialer Erfahrung. …
The Globalization of Service Work: Comparative Institutional Perspectives on Call Centers
This introduction to the special issue on the globalization of service work provides an overview of the call center sector and its development in coordinated, liberal market, and emerging market economies. The introduction's authors situate this research in literature on the comparative political economy and industrial relations. Drawing on qualitative research and a unique survey of 2,500 establishments in 17 countries conducted in 2003-2006, th…
The Effects of National Institutions and Collective Bargaining Arrangements on Job Quality in Front-Line Service Workplaces
This paper analyzes the relationships among national institutions, collective bargaining arrangements, and job quality in call center workplaces, using establishment-level survey data obtained in 2003-2006 in five European coordinated market economies (CMEs) (Austria, Denmark, France, Germany, and Sweden) and three liberal market economies (LMEs) (Canada, the United States, and the United Kingdom). Overall, the authors find lower dismissal rates,…
Flexible Menschen in flexiblen Organisationen
Holtgrewe untersucht in diesem Buch den Stellenwert des kreativen Handelns und der Subjektivität in Organisationen, die sich flexibilisieren, näher an den Markt rücken und Kontinuitäten in Projekte auflösen. Solche Organisationen fordern die Kreativität und das Strukturierungsvermögen der Arbeitenden selbst für routinisierte Arbeit in intensiverem Maß als die fordistischen Betriebe. In der arbeits- und industriesoziologischen Diskussion erscheint…
New Technologies at Work: People, Screens, and Social Virtuality
Articulating the Speed(s) of the Internet: The Case of Open Source/Free Software
The Internet is widely considered as a key factor of speeding up social and cultural change. It represents the merging of information and communication technologies and enables flows of information and capital, and communication and cooperation regardless of space and, possibly, time. This article explores the example of Open Source/Free Softwaredevelopment, i.e. software development in self-organized projects based on a considerable share of vol…
Anerkennung und Arbeit
Mit dem Strukturwandel der Gegenwartsgesellschaften erodieren bzw. verändern sich die Anerkennungsverhältnisse. „Anerkennung“ wird für soziologische Analyse relevant als Element sozialer Reziprozität, als Grundlage der Identitätsbildung und des Selbstwertes und als Medium der Moral, verstanden als Achtungskommunikation. Mißachtung stellt eine Entwertung und Entwürdigung von Identitäten und Subjekten dar. Sie löst schamhafte Selbstentwertungen und…
Organisationen, Personen und Biographien: Entwicklungsvarianten von Inklusionsverhältnissen
Der Beitrag beleuchtet das Verhältnis von Organisation und Biographie unter dem Gesichtspunkt der Inklusion. Nimmt die Organisationstheorie herkömmlicherweise an, daß gerade die Exklusion von Persönlichem, Subjektivem und „Privatem“ moderne Organisationen kennzeichnet, so untersuchen wir anhand von vier Beispielen die vielfältigen Weisen der Kopplung der Arbeit in Organisationen mit der biographischen Entwicklung und außerbetrieblichen Lebensführ…
New new technologies: The future and the present of work in information and communication technology
This paper outlines a selection of technological and organisational developments in the information and communication technology ( ICT ) sector and analyses their likely challenges for workers and trade unions around the globe. It addresses the convergence of telecommunications and information technology, the related developments of ubiquitous computing, ‘clouds’ and ‘big data’, and the possibilities of crowdsourcing and relates these technologie…
The Globalization of Service Work: Comparative Institutional Perspectives on Call Centers
This introduction to the special issue on the globalization of service work provides an overview of the call center sector and its development in coordinated, liberal market, and emerging market economies. The introduction's authors situate this research in literature on the comparative political economy and industrial relations. Drawing on qualitative research and a unique survey of 2,500 establishments in 17 countries conducted in 2003-2006, th…
The Effects of National Institutions and Collective Bargaining Arrangements on Job Quality in Front-Line Service Workplaces
This paper analyzes the relationships among national institutions, collective bargaining arrangements, and job quality in call center workplaces, using establishment-level survey data obtained in 2003-2006 in five European coordinated market economies (CMEs) (Austria, Denmark, France, Germany, and Sweden) and three liberal market economies (LMEs) (Canada, the United States, and the United Kingdom). Overall, the authors find lower dismissal rates,…
Organisationen, Personen und Biographien: Entwicklungsvarianten von Inklusionsverhältnissen
Der Beitrag beleuchtet das Verhältnis von Organisation und Biographie unter dem Gesichtspunkt der Inklusion. Nimmt die Organisationstheorie herkömmlicherweise an, daß gerade die Exklusion von Persönlichem, Subjektivem und „Privatem“ moderne Organisationen kennzeichnet, so untersuchen wir anhand von vier Beispielen die vielfältigen Weisen der Kopplung der Arbeit in Organisationen mit der biographischen Entwicklung und außerbetrieblichen Lebensführ…
A service union's innovation dilemma: Limitations on creative action in German industrial relations
This article examines union responses to the reorganization of call centre work in Germany, drawing on case studies from the telecommunications, financial services and subcontractor industries. Service unions initially adopted innovative strategies to organize these workplaces, in response to threats and opportunities presented by the rapid growth of a new 'sector'. However, the new conglomerate service union, ver.di, has been unable to sustain t…
New Technologies at Work: People, Screens, and Social Virtuality
Articulating the Speed(s) of the Internet: The Case of Open Source/Free Software
The Internet is widely considered as a key factor of speeding up social and cultural change. It represents the merging of information and communication technologies and enables flows of information and capital, and communication and cooperation regardless of space and, possibly, time. This article explores the example of Open Source/Free Softwaredevelopment, i.e. software development in self-organized projects based on a considerable share of vol…
Organisationen, Personen und Biographien: Entwicklungsvarianten von Inklusionsverhältnissen
Der Beitrag beleuchtet das Verhältnis von Organisation und Biographie unter dem Gesichtspunkt der Inklusion. Nimmt die Organisationstheorie herkömmlicherweise an, daß gerade die Exklusion von Persönlichem, Subjektivem und „Privatem“ moderne Organisationen kennzeichnet, so untersuchen wir anhand von vier Beispielen die vielfältigen Weisen der Kopplung der Arbeit in Organisationen mit der biographischen Entwicklung und außerbetrieblichen Lebensführ…
Anerkennung und Arbeit
Mit dem Strukturwandel der Gegenwartsgesellschaften erodieren bzw. verändern sich die Anerkennungsverhältnisse. „Anerkennung“ wird für soziologische Analyse relevant als Element sozialer Reziprozität, als Grundlage der Identitätsbildung und des Selbstwertes und als Medium der Moral, verstanden als Achtungskommunikation. Mißachtung stellt eine Entwertung und Entwürdigung von Identitäten und Subjekten dar. Sie löst schamhafte Selbstentwertungen und…
Articulating the Speed(s) of the Internet: The Case of Open Source/Free Software
The Internet is widely considered as a key factor of speeding up social and cultural change. It represents the merging of information and communication technologies and enables flows of information and capital, and communication and cooperation regardless of space and, possibly, time. This article explores the example of Open Source/Free Softwaredevelopment, i.e. software development in self-organized projects based on a considerable share of vol…
New Technologies at Work: People, Screens, and Social Virtuality
Flexible Menschen in flexiblen Organisationen
Holtgrewe untersucht in diesem Buch den Stellenwert des kreativen Handelns und der Subjektivität in Organisationen, die sich flexibilisieren, näher an den Markt rücken und Kontinuitäten in Projekte auflösen. Solche Organisationen fordern die Kreativität und das Strukturierungsvermögen der Arbeitenden selbst für routinisierte Arbeit in intensiverem Maß als die fordistischen Betriebe. In der arbeits- und industriesoziologischen Diskussion erscheint…
Global or embedded service work? the (limited) transnationalisation of the call-centre industry
This paper explores the amount of ‘real’ internationalisation in the call centre industry and looks at its effects on work organisation from two angles. First, we analyse the data from the Global Call Center Industry Project, with regard to the amount of internationalisation and the profiles of call centres serving an international market. Then, these industrywide findings are confronted with a case study of the customer service operation of a US…
Narratives Interview
In narrativen Interviews werden die Gesprächspartner veranlasst, spontane Stegreiferzählungen zu den interessierenden Forschungsfragen zu erzeugen. Eine solche Methode wird in der Organisationsforschung selten eingesetzt. Gerade das, was Organisationen ausmacht, ihre Ausbildung von Zwecken, Routinen und Mitgliedsrollen, scheint sich gegen die Lebensweltlichkeit des Erzählens zu sträuben. Andererseits sind Organisationen Räume sozialer Erfahrung. …
The Globalization of Service Work: Comparative Institutional Perspectives on Call Centers
This introduction to the special issue on the globalization of service work provides an overview of the call center sector and its development in coordinated, liberal market, and emerging market economies. The introduction's authors situate this research in literature on the comparative political economy and industrial relations. Drawing on qualitative research and a unique survey of 2,500 establishments in 17 countries conducted in 2003-2006, th…
The Effects of National Institutions and Collective Bargaining Arrangements on Job Quality in Front-Line Service Workplaces
This paper analyzes the relationships among national institutions, collective bargaining arrangements, and job quality in call center workplaces, using establishment-level survey data obtained in 2003-2006 in five European coordinated market economies (CMEs) (Austria, Denmark, France, Germany, and Sweden) and three liberal market economies (LMEs) (Canada, the United States, and the United Kingdom). Overall, the authors find lower dismissal rates,…
A service union's innovation dilemma: Limitations on creative action in German industrial relations
This article examines union responses to the reorganization of call centre work in Germany, drawing on case studies from the telecommunications, financial services and subcontractor industries. Service unions initially adopted innovative strategies to organize these workplaces, in response to threats and opportunities presented by the rapid growth of a new 'sector'. However, the new conglomerate service union, ver.di, has been unable to sustain t…
New new technologies: The future and the present of work in information and communication technology
This paper outlines a selection of technological and organisational developments in the information and communication technology ( ICT ) sector and analyses their likely challenges for workers and trade unions around the globe. It addresses the convergence of telecommunications and information technology, the related developments of ubiquitous computing, ‘clouds’ and ‘big data’, and the possibilities of crowdsourcing and relates these technologie…
Re-organising Service Work: Call Centres in Germany and Britain: Call Centres in Germany and Britain
Re-organising Service Work: Call Centres in Germany and Britain
Re-organizing customer service work - an introduction, Karen Shire, Ursula Holtgrewe and Christian Kerst. Institutions and contexts - the making of an industry?: call centres - constructing flexibility, Sandra Arzbacher, Ursula Holtgrewe and Christian Kerst consolidation, cowboys and the developing employment relationship in British, Dutch and US call centres, Peter Bain and Phil Taylor call centres in Germany - employment, training and job desig…
It takes two to code: A comparative analysis of collective bargaining and artificial intelligence
The extension of artificial intelligence (AI) and algorithmic management mechanisms by companies has led to growing trade union demands to regulate their use. This article explores the role of collective bargaining and employee participation mechanisms in regulating the use by companies of AI and algorithms. This is done through a comparative analysis of institutional developments at EU level, as well as in four countries with different industria…
Political science (11 works) · Business (8 works) · Labor Movements and Unions (7 works) · Engineering (6 works) · Marketing (6 works) · Economics (5 works) · Sociology (5 works) · Emotional Labor in Professions (4 works) · Humanities (4 works) · Management (4 works)