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Making and maintaining the subject in call centre work
Author(s) -
Winiecki Don,
Wigman Bert
Publication year - 2007
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.2007.00188.x
Subject(s) - subjectivity , ethnography , subject (documents) , work (physics) , power (physics) , sociology , analytics , constellation , call centre , aesthetics , knowledge management , computer science , epistemology , data science , telecommunications , engineering , world wide web , art , anthropology , philosophy , mechanical engineering , physics , quantum mechanics , astronomy
This article reports an ethnographic study of call centre work. Analytics are applied enabling study of relations between power and subjectivity. Findings indicate that organisational ‘truth’ claims about workers are produced in a constellation of architectural, technological and managerial apparatuses. Workers orient to and reify the power of these claims, even when resisting.