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‘Get paid, get out’: online resistance to call centre labour in Canada
This qualitative content analysis of 503 anonymous online reviews of 52 Canadian call centres posted on RateMyEmployer.ca explores how forms of resistance, alienation and emotional labour are expressed outside of the workplace. Our study finds that digital publics are producing emotive insurgencies...
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Published in: | New technology, work, and employment work, and employment, 2019-03, Vol.34 (1), p.1-17 |
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container_title | New technology, work, and employment |
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creator | Johnston, Matthew S. Johnston, Genevieve Sanscartier, Matthew D. Ramsay, Mark |
description | This qualitative content analysis of 503 anonymous online reviews of 52 Canadian call centres posted on RateMyEmployer.ca explores how forms of resistance, alienation and emotional labour are expressed outside of the workplace. Our study finds that digital publics are producing emotive insurgencies and networks of support within marginalised communities that undermine employers’ attempts at deadening the workforce. The reviews exemplify worker awareness of exploitation as some connect these issues to broader socio‐economic factors that are beyond their control. While many offer tactics to challenge and destabilise their working conditions and culture as well as heartfelt and sarcastic warnings of what one might expect if they pursue call centre employment, others use the online space as a means of venting frustrations, eliciting empathies and expressing sentiments of hope(lessness). |
doi_str_mv | 10.1111/ntwe.12125 |
format | article |
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ispartof | New technology, work, and employment, 2019-03, Vol.34 (1), p.1-17 |
issn | 0268-1072 1468-005X |
language | eng |
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source | Applied Social Sciences Index & Abstracts (ASSIA); International Bibliography of the Social Sciences (IBSS); Business Source Ultimate; Wiley |
subjects | Call centers call centres Content analysis denunciation digital publics Economic factors Emotional labor emotional labour Employment Exploitation Labor force online research qualitative content analysis Resistance Tactics Warnings Working conditions Workplaces |
title | ‘Get paid, get out’: online resistance to call centre labour in Canada |
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