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

Kirstie S. Ball; Stephen T. Margulis

doi:10.1111/j.1468-005X.2011.00263.x

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 journal › Article › peer-review

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 language	English
Pages (from-to)	113-126
Number of pages	14
Journal	New Technology, Work and Employment
Volume	26
Issue number	2
DOIs	https://doi.org/10.1111/j.1468-005X.2011.00263.x
Publication status	Published - Jul 2011

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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.

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

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