"Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre"
by Bain, Peter; Taylor, Phil (2000)
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.
Keywords
Foucault, Panopticon, Call Centre Work, Work Supervision, Surveillance, Telecommunications, Employee ResistanceLinks to Reference
- https://onlinelibrary.wiley.com/doi/abs/10.1111/1468-005X.00061
- https://onlinelibrary.wiley.com/doi/pdf/10.1111/1468-005X.00061
Citation
Bain, Peter, and Phil Taylor. “Entrapped by the ‘Electronic Panopticon’? Worker Resistance in the Call Centre.” New Technology, Work and Employment, vol. 15, no. 1, Wiley Online Library, 2000, pp. 2–18.
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