Entrapped by the 'electronic panopticon'? worker resistance in the call centre

P.M. Bain; P. Taylor

doi:10.1111/1468-005X.00061

Entrapped by the 'electronic panopticon'? worker resistance in the call centre

P.M. Bain, P. Taylor

Work, Employment And Organisation

Research output: Contribution to journal › Article › peer-review

411 Citations (Scopus)

Abstract

This article presents a thoroughgoing critique of Fernie and Metcalf's perspective, that the call centre is characterised by the operation of an 'electronic panopticon' in which supervisory power has been 'rendered perfect'. Drawing on evidence from a telecommunications call centre the authors analyse the significance of emerging forms of employee resistance.

Original language	English
Pages (from-to)	2-18
Number of pages	16
Journal	New Technology, Work and Employment
Volume	15
Issue number	1
DOIs	https://doi.org/10.1111/1468-005X.00061
Publication status	Published - Mar 2000

Keywords

electronic panopticon
worker resistance
call centre
human resource management

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1111/1468-005X.00061

Cite this

@article{1697f9c261594e58b98192b6ed42de84,

title = "Entrapped by the 'electronic panopticon'? worker resistance in the call centre",

abstract = "This article presents a thoroughgoing critique of Fernie and Metcalf's perspective, that the call centre is characterised by the operation of an 'electronic panopticon' in which supervisory power has been 'rendered perfect'. Drawing on evidence from a telecommunications call centre the authors analyse the significance of emerging forms of employee resistance.",

keywords = "electronic panopticon, worker resistance, call centre, human resource management",

author = "P.M. Bain and P. Taylor",

year = "2000",

month = mar,

doi = "10.1111/1468-005X.00061",

language = "English",

volume = "15",

pages = "2--18",

journal = "New Technology, Work and Employment",

issn = "0268-1072",

number = "1",

}

TY - JOUR

T1 - Entrapped by the 'electronic panopticon'? worker resistance in the call centre

AU - Bain, P.M.

AU - Taylor, P.

PY - 2000/3

Y1 - 2000/3

N2 - This article presents a thoroughgoing critique of Fernie and Metcalf's perspective, that the call centre is characterised by the operation of an 'electronic panopticon' in which supervisory power has been 'rendered perfect'. Drawing on evidence from a telecommunications call centre the authors analyse the significance of emerging forms of employee resistance.

AB - This article presents a thoroughgoing critique of Fernie and Metcalf's perspective, that the call centre is characterised by the operation of an 'electronic panopticon' in which supervisory power has been 'rendered perfect'. Drawing on evidence from a telecommunications call centre the authors analyse the significance of emerging forms of employee resistance.

KW - electronic panopticon

KW - worker resistance

KW - call centre

KW - human resource management

UR - http://dx.doi.org/10.1111/1468-005X.00061

U2 - 10.1111/1468-005X.00061

DO - 10.1111/1468-005X.00061

M3 - Article

SN - 0268-1072

VL - 15

SP - 2

EP - 18

JO - New Technology, Work and Employment

JF - New Technology, Work and Employment

IS - 1

ER -

Entrapped by the 'electronic panopticon'? worker resistance in the call centre

Abstract

Keywords

UN SDGs

Access to Document

Other files and links

Fingerprint

Cite this