Abstract
The resource squeeze and uncertainty exacerbated by marketization can lead to disorganization trends in employment relations and tight management control in the labor process. This chapter presents findings from interviews with managers, worker representatives, and front-line workers concerning worker voice, pay setting, job insecurity, performance management, professional autonomy, and staff–client interactions. Management control in the labor process is directly related to the quality of the service, since they include the amount of interaction (whether there is a speedup), its nature (whether it is narrowly focused on job outcomes), and its distribution (whether there is creaming and parking). We show that the extent to which these outcomes differ within countries depends on degrees of resource scarcity and uncertainty specific to each market segment.
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