Contested Automation: Double Indeterminacy, Union Power, and Job Quality in Call Centers
Sean O’Brady, Jeonghun Kim · 2026
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Description
This article analyzes how unions contest the harmful impacts of automating algorithms and AI on job quality in frontline service workplaces. Integrating two theoretical approaches (labor process and power resources), we examine worker and union experiences with self-service job replacing technologies (self-service applications, chatbots, and interactive voice response systems) in Canadian and US call centers.
Catalog record
| CREATOR | Sean O’Brady, Jeonghun Kim |
|---|---|
| YEAR | 2026 |
| COLLECTION | PAPERS |
| FORMAT | TXT |
| FILE SIZE | 80 KB |
| VERSION | 1.0 |
| LICENSE | CC BY 4.0 |
| RIGHTS | CC BY |
| SOURCE | Europe PMC |