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The construction of control: the physical environment and the development of resistance and accommodation within call centres
Author(s) -
Barnes Alison
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.2007.00197.x
Subject(s) - accommodation , resistance (ecology) , control (management) , focus (optics) , built environment , psychology , business , architectural engineering , sociology , engineering , management , civil engineering , economics , ecology , physics , neuroscience , optics , biology
The paper explores the impact of the physical environment on employee resistance and accommodation. The findings suggest that the physical nature of call centres, whether purpose built or not, can be a focus of employee dissatisfaction and reflect broader, less concrete conflicts. It notes that the advantage of the physical environment as an arena for resistance lies in its tangibility.