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Electronic monitoring and surveillance in call centres: a framework for investigation

Ball, Kirstie S. and Margulis, Stephen T. (2011). Electronic monitoring and surveillance in call centres: a framework for investigation. New Technology, Work and Employment, 26(2) pp. 113–126.

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DOI (Digital Object Identifier) Link: https://doi.org/10.1111/j.1468-005X.2011.00263.x
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Abstract

The worker performing a monitored task and the social processes surrounding the task provide a basis for integrating psychological and sociological research on work performance monitoring and surveillance in call centres. Foci include individual boundaries, compliance and resistance, controlling the effects of monitoring, negotiated order, metacommunication, and social support.

Item Type: Journal Item
Copyright Holders: 2011 Blackwell Publishing
ISSN: 1468-005X
Extra Information: extended bibliography attached upon author's request
Academic Unit/School: Faculty of Science, Technology, Engineering and Mathematics (STEM) > Computing and Communications
Faculty of Science, Technology, Engineering and Mathematics (STEM)
Item ID: 28993
Depositing User: Kirstie Ball
Date Deposited: 23 Jun 2011 14:33
Last Modified: 17 Dec 2018 09:59
URI: http://oro.open.ac.uk/id/eprint/28993
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