Working under intensive surveillance: When does ‘measuring everything that moves’ become intolerable?

We examine how call-center employees draw on opposed discourses to understand the purpose and consequences of performance measurement as workplace surveillance. Sometimes the workers saw performance measurement as a legitimate and impartial managerial tool serving the interests of everyone in the organization (e.g. by exposing free-riding, etc.). Other times, they saw performance measurement as intrusive and oppressive; imposed on them by managers who, as agents of employers, used it to serve a narrow set of interests (e.g. by intensifying work, etc.). Our analysis depicts how employees used an ironical process of predicate logic to develop flexible meaning-making strategies to cope with the apparent conflicts in meaning that arose from the two opposed discourses. We conclude by developing a three step method for the practical analysis of such ironical situations of competing discourses that facilitates our ability to reconsider and reconfigure meaning in more useful ways.

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