Entrapped by the 'electronic panopticon'? worker resistance in the call centre
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 0268-1072
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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.
ORCID iDs
Bain, P.M. and Taylor, P.
ORCID: https://orcid.org/0000-0001-8842-5350;
Item type: Article ID code: 17982 Dates: DateEventMarch 2000PublishedKeywords: 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 > Work, Organisation and Employment Depositing user: Strathprints Administrator Date deposited: 30 Apr 2010 13:01 Last modified: 04 Jun 2021 03:26 URI: https://strathprints.strath.ac.uk/id/eprint/17982
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