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

P.M. Bain, P. Taylor

Research output: Contribution to journalArticle

324 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 languageEnglish
Pages (from-to)2-18
Number of pages16
JournalNew Technology, Work and Employment
Volume15
Issue number1
DOIs
Publication statusPublished - Mar 2000

Keywords

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

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