SociologyBusinessEngineering
P. Bain, P. Taylor
tlooto Summary
Worker resistance in call centres is reevaluated against Fernie and Metcalf's 'electronic panopticon' perspective, highlighting emerging forms of employee resistance.
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.
Citation format
BAIN, P.; TAYLOR, P. Entrapped by the 'electronic panopticon'? Worker resistance in the call centre. NEW TECHNOLOGY WORK AND EMPLOYMENT, 2000, 15: 2–18.