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Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre

Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png New Technology, Work and Employment Wiley

Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre

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Publisher
Wiley
Copyright
Blackwell Publishers Ltd. 2000
ISSN
0268-1072
eISSN
1468-005X
DOI
10.1111/1468-005X.00061
Publisher site
See Article on Publisher Site

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.

Journal

New Technology, Work and Employment – Wiley

Published: Mar 1, 2000

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