"Let Me Tell You Who I Am": A Qualitative Study of Identity and Accountability in Two Electronically-monitored Call Centres
This thesis describes and analyses the ways in which employees in two front line call centre settings report their experience of qualitative and quantitative monitoring in the workplace, and its impact on their work and work life. I conducted ethnographically informed fieldwork, including participan...
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| Language: | en_ca |
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2013
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| Online Access: | http://hdl.handle.net/1807/43664 |