"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 Resistance

Themes

On Foucault, Foucault, Call Centres

Links to Reference

• https://onlinelibrary.wiley.com/doi/abs/10.1111/1468-005X.00061
• https://onlinelibrary.wiley.com/doi/pdf/10.1111/1468-005X.00061

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