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Electronic surveillance and cohesive teams: room for resistance in an Australian call centre?
Author(s) -
Townsend Keith
Publication year - 2005
Publication title -
new technology, work and employment
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.889
H-Index - 45
eISSN - 1468-005X
pISSN - 0268-1072
DOI - 10.1111/j.1468-005x.2005.00143.x
Subject(s) - call centre , resistance (ecology) , process (computing) , electronic surveillance , electronic communication , business , computer security , public relations , internet privacy , computer science , telecommunications , political science , ecology , biology , operating system
A number of employees individually and cooperatively resist the controls of the electronic surveillance systems in the PowerGrid call centre. However, this is not the case in all teams. One team is faced with a labour process that directs their resistance to be focused directly at management, rather than at management via the machine.