Bain, P.M. and Taylor, P. (2000) Entrapped by the 'electronic panopticon'? worker resistance in the call centre. New Technology, Work and Employment, 15 (1). pp. 2-18. ISSN 0268-1072Full text not available in this repository. (Request a copy from the Strathclyde author)
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, Management. Industrial Management, Human Factors and Ergonomics, Strategy and Management, Management of Technology and Innovation|
|Subjects:||Social Sciences > Industries. Land use. Labor > Management. Industrial Management|
|Department:||Strathclyde Business School > Human Resource Management|
|Depositing user:||Strathprints Administrator|
|Date Deposited:||30 Apr 2010 13:01|
|Last modified:||30 Sep 2016 02:19|