Call centre employees' responses to electronic monitoring: Some research findings

Work, Employment and Society

Volumn 15, Issue 3, 2001, Pages 595-605

  Lankshear, Gloria ^a   Cook, Peter ^a   Mason, David ^a   Coates, Sally ^a   Button, Graham ^b  

^a UNIVERSITY OF PLYMOUTH   (United Kingdom)

^b Xerox Research Centre Europe   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0035438061     PISSN: 09500170     EISSN: None     Source Type: Journal    
DOI: 10.1177/09500170122119174     Document Type: Review

References (4)

1. Bain, P. and Taylor, P. (2000) 'Entrapped by the "Electronic Panopticon"? Worker Resistance in the Call Centre', New Technology, Work and Employment, 15, 1, 2-18.
2. Dalton, M. (1959) Men Who Manage: Fusions of Feeling and Theory in Administration, John Wiley and Sons, London.
3. Fernie, S. and Metcalf, D. (1998) (Not) Hanging on the Telephone: Payment Systems in the New Sweat Shops, Centre for Economic Performance, London School of Economics.
4. Mulholland, K. (1999) 'Back to the Future: A Call Centre and New Forms of Direct Control', paper presented at the 17th International Labour Process Conference, School of Management, Royal Holloway, University of London, 29-31 March 1999.