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- Title
Electronic monitoring and surveillance in call centres: a framework for investigation.
- Authors
Ball, Kirstie S.; Margulis, Stephen T.
- Abstract
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.
- Subjects
ELECTRONIC monitoring in the workplace; CALL centers; SOCIAL processes; PSYCHOLOGICAL research; SOCIOLOGICAL research; METACOMMUNICATION; SOCIAL support
- Publication
New Technology, Work & Employment, 2011, Vol 26, Issue 2, p113
- ISSN
0268-1072
- Publication type
Article
- DOI
10.1111/j.1468-005X.2011.00263.x