Call centre technology creates an ‘electronic panopticon’ that allows the supervisory power of management to be ‘rendered perfect’ (Bain and Taylor (2000).
Discuss this statement in relation to the NHS direct case study (Smith et al 2008)
Key issues
• Bain and Taylor 2000 critique of ‘electronic panopticon’ as totalised managerial control
• Control imperatives of call centres vs NHS direct?
• Organizational context and ethos?
• Strategic world views and choices of relevant actors?
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