Electronic monitoring and surveillance in call centres: A framework for investigation

Kirstie S. Ball*, Stephen T. Margulis

*Corresponding author for this work

    Research output: Contribution to journalArticlepeer-review

    40 Citations (Scopus)

    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.

    Original languageEnglish
    Pages (from-to)113-126
    Number of pages14
    JournalNew Technology, Work and Employment
    Volume26
    Issue number2
    DOIs
    Publication statusPublished - Jul 2011

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