TY - JOUR
T1 - Electronic monitoring and surveillance in call centres
T2 - A framework for investigation
AU - Ball, Kirstie S.
AU - Margulis, Stephen T.
PY - 2011/7
Y1 - 2011/7
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=79959541217&partnerID=8YFLogxK
U2 - 10.1111/j.1468-005X.2011.00263.x
DO - 10.1111/j.1468-005X.2011.00263.x
M3 - Article
AN - SCOPUS:79959541217
SN - 0268-1072
VL - 26
SP - 113
EP - 126
JO - New Technology, Work and Employment
JF - New Technology, Work and Employment
IS - 2
ER -