Journal
NEW TECHNOLOGY WORK AND EMPLOYMENT
Volume 15, Issue 1, Pages 2-18Publisher
BLACKWELL PUBL LTD
DOI: 10.1111/1468-005X.00061
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This article presents a thoroughgoing critique of Fernie and Metcalf's perspective, that the call centre is characterised by the operation of an 'electronic panopitcon' in which supervisory power has been 'rendered perfect'. Drawing on evidence from a telecommunications call centre the authors analyse the significance of emerging forms of employee resistance.
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