Electronic monitoring and surveillance in call centres: a framework for investigation
| Publication Type | Journal Article |
| Year of Publication | 2011 |
| Authors | Ball KS, Margulis ST |
| Journal | New Technology, Work and Employment |
| Volume | 26 |
| Issue | 2 |
| Pagination | 113-126 |
| ISBN Number | 1468-005X |
| URL | http://oro.open.ac.uk/28993/ |
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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