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L’organisation scientifique du travail, appliquée initialement dans l’industrie, s’est progressivement déclinée dans les services. Dans ces espaces, le contrôle du travail s’étend à l’appréciation du comportement du salarié, en référence à des expressions d’émotions prescrites par le management. Les centres d’appels constituent une illustration privilégiée : les téléconseillers sont tenus de respecter des normes organisationnelles leur dictant l’expression d’émotions à manifester lors des échanges avec les clients. Toutefois, pendant les conversations, les téléconseillers n’arrivent pas toujours à cacher leurs vraies émotions et émettent alors un comportement non conforme aux attentes du management.Cet échec du contrôle des émotions du téléconseiller constitue un fort enjeu pour les entreprises concernées parce qu’il risque de réduire la satisfaction des clients, voire d’entraîner des pertes de clientèle. En se fondant sur le cadre théorique du travail émotionnel, la présente étude a pour finalité de cerner les principales causes des comportements adéquats ou déviants des téléconseillers lors des conversations téléphoniques.Cette contribution recèle une triple originalité. Elle constitue la première étude à appréhender les antécédents de l’expression d’émotions dans le contexte spécifique des centres d’appels. Elle privilégie une méthodologie d’observation in situ des émotions recueillies à travers une grille de codage évaluant le degré de déviance à l’émotion prescrite lors de 347 conversations. Elle introduit dans le raisonnement l’influence de la structure sociale pour enrichir l’analyse de l’impact négatif de certaines variables sur l’expression d’émotions des téléconseillers.Cet article montre que ce sont principalement les situations d’interaction (charge de travail, heure de l’appel) ainsi que les règles établies par l’encadrement (durée de l’appel, absence de retrait à la suite d’un appel difficile, faible latitude dans la réponse) qui favorisent les comportements dysfonctionnels. Toutefois, les téléconseillers percevant une forte tolérance de l’employeur à la déviance des règles prescrites, ils renforcent leur expression d’émotions de représailles.

Resocialising Europe in a Time of Crisis, edited by Nicola Countouris and Mark Freedland, is reviewed.

Dans cet article, nous tentons de démontrer que la confiance interpersonnelle joue un rôle de médiation entre les réseaux sociaux et le comportement de partage des connaissances dans les entreprises tunisiennes de haute technologie. Même si l’impact direct des réseaux sociaux sur le partage des connaissances a été traité par les recherches antérieures, nous pensons qu’une telle relation gagnerait à intégrer le rôle de la confiance interpersonnelle comme mécanisme intermédiaire. En conformité avec McAllister (1995), nous nous proposons d’étudier deux formes de confiance interpersonnelle : la confiance cognitive (basée sur les compétences) et la confiance affective (basée sur les échanges socio-émotionnels). Un modèle structurel a permis de tester les hypothèses de recherche. Les résultats de l’enquête soutiennent partiellement nos conjectures théoriques. Ils montrent que seule la qualité des interactions dans un réseau social influence positivement et significativement les deux formes de confiance. Sur un autre plan, seule la confiance affective aurait une influence sur le comportement de partage des connaissances. Enfin, les résultats stipulent que la confiance affective médiatise l’effet de la qualité d’interaction sur le comportement de partage des connaissances. Une discussion est engagée sur la base de ces résultats et les implications de la recherche, sur le plan théorique et managérial, sont présentées.

Cette étude examine l’effet modérateur du contexte relationnel des emplois dans la relation entre les caractéristiques du travail et l’engagement affectif envers l’organisation, la profession et la clientèle. Le contexte relationnel est appréhendé par le soutien organisationnel perçu (SOP) et la qualité des relations leader-membre (de l’anglais, leader-member exchange, LMX). Nous émettons l’hypothèse que le soutien organisationnel est perçu comme permettant de combler les besoins socio-émotionnels des employés et révélant une compréhension indulgente de l’organisation envers ses employés. À l’inverse, la qualité des relations leader-membre reflète une approche d’échange social dans laquelle le soutien du supérieur est associé à une finalité d’amélioration du rendement de l’employé. Ces considérations amènent à prédire que le SOP devrait agir comme un modérateur négatif des effets des caractéristiques du travail (envergure du poste) sur l’engagement affectif envers les trois cibles examinées. Au contraire, nous prévoyons que la qualité des relations leader-membre (LMX) agira comme un modérateur positif des effets de l’envergure du poste sur l’engagement affectif.Ces hypothèses ont été vérifiées lors d’une étude menée en deux temps. D’abord, au temps 1 ont été mesurées l’envergure du poste (variété de la tâche, signification, autonomie, identité et rétroaction; Hackman et Oldham, 1980), le soutien organisationnel perçu (SOP) et la qualité des relations leader-membre (LMX). Par la suite, soit six mois plus tard, l’engagement affectif envers l’organisation, la profession et la clientèle a été évalué. Sur la base d’un échantillon aléatoire de 208 employés gradués en gestion, droit, génie et sciences pures d’une université belge et occupant des emplois dans des organisations variées, les analyses de régression multiple modérée montrent que la relation (positive) entre l’envergure du poste et les trois dimensions de l’engagement affectif s’avère plus faible lorsque le soutien organisationnel perçu est élevé. En revanche, la relation (positive) entre l’envergure du poste et l’engagement affectif envers la profession ainsi qu’envers la clientèle se révèle plus forte lorsque la qualité des relations leader-membre (LMX) est élevée. Nous discuterons de la portée de ces résultats.

A growing number of workers in the Canadian labour force have precarious migration status as participants in authorized temporary work programs, or have no status at all. This article reports the findings of a study that interviewed precarious migrants in British Columbia, and employees of agencies which provided services to them, with a view to assessing the impact of migration status on their conditions of work and on the practical availability to them of legal protections set out in provincial legislation on employment standards, occupational health and safety, and workers' compensation. Data gathered from the interviews indicate that precarious migration status was associated with deskilling, decreased job security and mobility, illegally low pay and long hours, and various health and safety risks. Provincial laws and policies regulating the workplace do not exclude anyone from protection on the basis of migration status. However, federal law gives employers a great deal of employer discretion over the status of temporary foreign workers, aggravating the employer-employee power imbalance and making those workers fearful of seeking redress for violations of their rights under provincial law. The author suggests that local initiatives emphasizing the provision of access to services "without fear" for workers with precarious migration status, or with no status, can help to overcome their marginalization and recognize their place in Canadian society.

The author — a former doctoral student of Bradbury's — reflects on a recent telephone conversation with Bradbury regarding graduate supervision as well as the processes and practices of learning and apprenticeship. Also considers how the experience influenced the author's teaching and research.

The Division of Labor in Economics: A History, by Guang-Zhen Sun, is reviewed.

The article reviews the book, "Rethinking the Politics of Labour in Canada," edited by Stephanie Ross and Larry Savage.

The article explores labor relations and the environmental movement in New Brunswick. Emphasis is given to alliances and cooperation between entities such as the New Brunswick Federation of Labor, the Conservation Council of New Brunswick, the Communications, Energy and Paperworkers Union, and the New Brunswick Union of Public and Private Employees. The author offers information on conferences that detail the relations between labor leaders and environmentalists on topics such as the construction of nuclear power plants, forestry management, and climate change.

The article reviews the book, "Working People in Alberta: A History," by Alvin Finkel et al.

The article reviews the book, "Speaking Up: A History of Language and Politics in Canada and Quebec," by Marcel Martel and Martin Pâquet.

The article reviews the book, "Contesting Bodies and Nation in Canadian History," edited by Patrizia Gentile and Jane Nicholas.

This article reviews the book, "The Breakthrough: Human Rights in the 1970s," edited by Jan Eckel and Samuel Moyn.

In October 2012, the Supreme Court of Canada issued a decision much-anticipated by Canadian employers. In R. v. Cole,' it affirmed an Ontario Court of Appeal holding that a schoolteacher had a reasonable expectation of privacy in a work-issued laptop. Some hailed the ruling as a landmark. But does Cole signal a significant shift in workplace rights and obligations? This short essay - written from the perspective of counsel to employers - explains why the answer to this question is "no." Cole recognizes a significant new pri- vacy interest, but also establishes a strong foundation for continued employer access to information stored on work systems.

This article considers the effect of recent statutory amendments that recognized the legal status of the collective agreement as a binding source of rights and obligations during the employer's insolvency. The author reviews the law prior to, and after, the amendments along with interview responses of leading insolvency practitioners in determining whether those amendments unduly interfered with or prevented the successful restructuring of distressed businesses, In his view, most of the early jurisprudence setting aside collective agreements to which the debtor company was a party distorted the development of the law in this area, weakened the legitimacy of the insolvency process, and generated unnecessary conflict in the midst of restructuring efforts. By contrast, the amended provisions, by recognizing that collective agreements remain in force during an employer insolvency, have restored proper balance to the law, fostered voluntary negotiations among the parties, and reduced unnecessary liti- gation between debtors and unions. Importantly, the reforms have transformed court-centered conflict over the status of the collective agreement into product- ive negotiations focused on the rescue of distressed businesses. As a result, the paper maintains, the reforms have brought positive change to the restructuring process, by facilitating the efforts of stakeholders trying to salvage the company.

The article reviews the book, "Whose Streets? The Toronto G20 and the Challenges of Summit Protest," edited by Tom Malleson and David Wachsmuth.

When “workplace violence” was identified as a pressing social problem in the 1980s and 1990s, experts and policymakers focused on the violence of individuals and the psychological causes of that violence, instead of considering the structural factors associated with the dynamics of class relations and the workplace that produced violence. Yet, workplace violence existed long before the 1980s. This paper investigates three high-profile incidents of workplace violence in the automotive industry of Detroit and Windsor in the 1970s. It explores how these incidents were understood and how such understandings were created and contested, highlighting the pivotal role played by radical legal practice in these contests. It demonstrates that workplace violence often stemmed from factors such as the labour process, racism, and union conflict, and that the success of radical legal practice in raising these issues depended on both the specifics of the crime itself and the political and historical context in which it took place.

Discusses how feminist historian Bettina Bradbury influenced the author's scholarship in women's and gender studies. Describes approaches to newspaper and archival research as well as patriarchy as a key organizing concept for teaching, research, and writing.

In her analysis of the purpose of the Ontario Human Rights Code, the author draws on Nancy Fraser's distinction between the two main strategies that have been used to combat inequality. Strategies of redistribution, which prevailed among equality activists in the early twentieth century, see inequality as arising from unequal access to economic resources. Strategies of recognition, which have come into prominence more recently, see inequality as arising from sociocultural prejudices that deny equal recognition to disadvantaged groups. Although the Ontario Human Rights Code is often seen as focusing on rec- ognitional issues, the author argues that through the market relationships the Code regulates and the remedial powers it grants, it also adopts a redistribution strategy designed to address the economic impact of prohibited discrimination: that is, the Code aims to change how resources and opportunities are to be allocated for those with protected identity traits. An understanding of the inter- action between the Code's recognitional and redistributive functions sheds light on its purpose and method of operation, as well as on its relationship to other equality-seeking legal mechanisms such as collective bargaining and the equal- ity rights provisions of the Canadian Charter of Rights and Freedoms. Thus, the need for a range of legal tools to counter inequality in different contexts comes more clearly into focus.

Argues that the short-lived Ontario Labour Court of 1943-44 set the stage for Canada's collective bargaining regime since the Second World War. Contrasts Canadian labour relations at the time with that in the US under the Wagner Act. Analyzes landmark cases and administration of the Ontario collective bargaining act under which the court was created, as well as providing brief bios of prominent lawyers and judges. Emphasizes that the court arose from common-law precepts of the primacy of property rights. Takes note of the strong opposition to unions and collective bargaining, especially among employers. Concludes that while labour made gains in some areas, the court's mixed record of achievement also included constraints on legal striking and fragmentation of the union movement. An appendix of court decisions on union certification is included.