2000•New Technology Work and EmploymentRequires access
Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre
Peter Bain, Phil Taylor
Open publisher page 548 citations
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.