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

Authors
Bain, P Taylor, P
Citation
P. Bain et P. Taylor, Entrapped by the 'electronic panopticon'? Worker resistance in the call centre, NEW TECH W, 15(1), 2000, pp. 2-18
Citations number
38
Categorie Soggetti
Management
Journal title
NEW TECHNOLOGY WORK AND EMPLOYMENT
ISSN journal
02681072 → ACNP
Volume
15
Issue
1
Year of publication
2000
Pages
2 - 18
Database
ISI
SICI code
0268-1072(200003)15:1<2:EBT'PW>2.0.ZU;2-6
Abstract
This article presents a thoroughgoing critique of Fernie and Metcalf's pers pective, that the call centre is characterised by the operation of an 'elec tronic panopitcon' in which supervisory power has been 'rendered perfect'. Drawing on evidence from a telecommunications call centre the authors analy se the significance of emerging forms of employee resistance.