Electoronic Performance Monitoring in Call Centers: An Ethical Decision Model
Perkins, D. (2013). Electoronic Performance Monitoring in Call Centers: An Ethical Decision Model. EJBO - Electronic Journal of Business Ethics and Organization Studies, 18 (1), 4-14. Retrieved from http://ejbo.jyu.fi/pdf/ejbo_vol18_no1.pdf
© Business and Organization Ethics Network (BON)
Ever since it emerged on a widespread basis in the 1990s, electronic performance monitoring of employees has received significant scrutiny in the literature. Call centers have been the focus of many of these studies. This particular study addresses the issue of electronic performance monitoring in call centers from an ethical perspective. The following ethical dilemma is offered: "Is it ethical for a call center manager to evaluate the performance of a call center employee using electronic performance monitoring data gathered on the employee?" Using utilitarian, Kantian, virtue, and covenantal ethical theories, the study proposes an ethical decision model and subsequently applies the model in an attempt to resolve the ethical dilemma. Recommendations for future research are then provided.
PublisherBusiness and Organization Ethics Network (BON)