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Electronic monitoring and surveillance in call centres: a framework for investigation
Author(s) -
Ball Kirstie S.,
Margulis Stephen T.
Publication year - 2011
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.2011.00263.x
Subject(s) - electronic surveillance , business , computer security , call centre , telecommunications , computer science
The worker performing a monitored task and the social processes surrounding the task provide a basis for integrating psychological and sociological research on work performance monitoring and surveillance in call centres. Foci include individual boundaries, compliance and resistance, controlling the effects of monitoring, negotiated order, metacommunication, and social support.