Making and Maintaining the Subject in Call Centre Work
This article reports an ethnographic study of call centre work. Analytics are applied enabling study of relations between power and subjectivity. Findings indicate that organisational 'truth' claims about workers are produced in a constellation of architectural, technological and managerial apparatuses. Workers orient to and reify the power of these claims, even when resisting.
Winiecki, Don and Wigman, Bert. (2007). "Making and Maintaining the Subject in Call Centre Work". New Technology, Work and Employment, 22(2), 118-131. http://dx.doi.org/10.1111/j.1468-005X.2007.00188.x