carried out primarily by independent contractors. The use of a multi-skilled contract workforce has increased following the decline in labor demand. In Sweden, New Media workers turned to unions following the downturn to deal with rising unemployment. Germany represents a middle ground case with a largely non-unionized workforce that is, however, influenced by collective industrial relations institutions and norms regarding employer roles. These divergent paths suggest that national policy continues to play a role in shaping work, even in international cultural industries.
This article uses qualitative and quantitative evidence from call centres to show how the Dutch industrial relations system balances employer needs for workforce flexibility with the interests of employees. The normalization of temporary agency work in the Netherlands helps employers build workforce flexibility, reducing pressures on firms to subcontract work and to escape the existing regulatory system. In addition, the inclusiveness of the Dutch collective bargaining system, with the majority of call centre workers covered by a collective agreement, reduces differences in working conditions. Nonetheless, variations in negotiated agreements covering in-house workers, subcontractors and temporary agency workers lead to tiers of segmentation among these secondary labour market jobs.
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