Electronic surveillance and cohesive teams
Room for resistance in an Australian call centre
Bibliographic Data
| ID | 11489372 |
|---|---|
| Authors | Keith Townsend (0000-0002-0038-242X, Griffith University, corresponding author) |
| Year | 2005 |
| Volume | 20 |
| Issue | 1 |
| Pages | 47-59 |
| Publication date | 2005-03-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | New Technology Work and Employment (JOURNAL) |
| Journal identifiers | ISSN: 0268-1072 • E-ISSN: 1468-005X |
| Publisher | Wiley (PUBLISHER • GB) |
| DOI | 10.1111/j.1468-005x.2005.00143.x |
| OpenAlex | W2167108223 |
| Language | EN |
| Citations received | 29 |
| References cited | 26 |
A number of employees individually and cooperatively resist the controls of the electronic surveillance systems in the PowerGrid call centre. However, this is not the case in all teams. One team is faced with a labour process that directs their resistance to be focused directly at management, rather than at management via the machine
Business · Call centre · Computer security · Electronic communication · Electronic surveillance · Knowledge management · Political science · Public relations · Telecommunications · Computer Science · Emotional Labor in Professions · Employment and Welfare Studies · Engineering · Psychology of Social Influence
Digital Work, Human Labour, and Development
Fieldwork Overview
Digital Taylorism
Africa’s New Digital Connectivity and Economic Change
Futures of work
Hopes and Realities of the Digital
Resilience, Reworking, and Resistance
Economic Geographies of Digital Work in Africa
Resistance Redux
Understanding the Post‐Industrial Assembly Line
Omega is a Four-Letter Word”
Non-work at work
The Digital Continent
Managerial resistance to digital workplace surveillance in a local government authority
The construction of control
Making it P ersonal in a call centre
I didn't feel like I was alone anymore’
Performance management technologies and trade union responses
Electronic surveillance in the global workplace
Get paid, get out’
Because I need somewhere to vent’
Social Media
Working under intensive surveillance
Reframing employee voice
Manufacturing rate busters
Identity on the line
Working to live, not living to work
Efficiency, Productivity and Targets
Manufacturing Masculinity
Edwards Revisited
'Fun and surveillance'
Beyond bureaucracy? Work organization in call centres
‘An assembly line in the head’
Fantasy Island
Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre
Taking Calls to Newcastle
In Search of Perfect People Teamwork and Team Players in the Scottish Spirits Industry
Work Organization, Technology, and Performance in Customer Service and Sales
| Unique citing works | 29 |
|---|---|
| Citations per year | 1,53 |
| Citation span | 2007 - 2026 (20) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 29 |