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

P.M. Bain, P. Taylor

Research output: Contribution to journalArticle

303 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.
LanguageEnglish
Pages2-18
Number of pages16
JournalNew Technology, Work and Employment
Volume15
Issue number1
DOIs
Publication statusPublished - Mar 2000

Fingerprint

call center
Telecommunication
electronics
Personnel
worker
telecommunication
employee
evidence
Workers
Call centres
Telecommunications
Employees

Keywords

  • electronic panopticon
  • worker resistance
  • call centre
  • human resource management

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 = "3",
doi = "10.1111/1468-005X.00061",
language = "English",
volume = "15",
pages = "2--18",
journal = "New Technology, Work and Employment",
issn = "0268-1072",
number = "1",

}

Entrapped by the 'electronic panopticon'? worker resistance in the call centre. / Bain, P.M.; Taylor, P.

In: New Technology, Work and Employment, Vol. 15, No. 1, 03.2000, p. 2-18.

Research output: Contribution to journalArticle

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

VL - 15

SP - 2

EP - 18

JO - New Technology, Work and Employment

T2 - New Technology, Work and Employment

JF - New Technology, Work and Employment

SN - 0268-1072

IS - 1

ER -