Contested Automation: Double Indeterminacy, Union Power, and Job Quality in Call Centers
Published online on April 15, 2026
Abstract
Work and Occupations, Ahead of Print.
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 ...
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 ...