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.

DOI: https://doi.org/10.1111/j.1468-005X.2011.00263.x

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.

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About

• Item ORO ID
• 28993
• Item Type
• Journal Item
• ISSN
• 1468-005X
• Extra Information
• extended bibliography attached upon author's request
• Academic Unit or School
• Faculty of Science, Technology, Engineering and Mathematics (STEM) > Computing and Communications
  Faculty of Science, Technology, Engineering and Mathematics (STEM)
• Copyright Holders
• © 2011 Blackwell Publishing
• Depositing User
• Kirstie Ball