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

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

Taylor, P. ORCID: https://orcid.org/0000-0001-8842-5350

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• Item metadata

  Item type:	Article
  ID code:	17982
  Dates:	Date Event March 2000 Published
  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, SDG 9 - Industry, Innovation, and Infrastructure
  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:	08 Dec 2022 02:01
  URI:	https://strathprints.strath.ac.uk/id/eprint/17982