Electoronic Performance Monitoring in Call Centers: An Ethical Decision Model
Abstrakti
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.
Päätekijä
Aineistotyyppi
Artikkelit
Tieteellinen artikkeli
Julkaistu
2013
Sarja
Aiheet
Julkaisija
Business and Organization Ethics Network (BON)
Alkuperäislähde
http://ejbo.jyu.fi/
Julkaisun pysyvä osoite
https://urn.fi/URN:NBN:fi:jyu-201304051392Käytä tätä linkitykseen
Vertaisarvioinnin tila
Vertaisarvioitu
ISSN
1239-2685
Kieli
englanti
Julkaisussa
EJBO - Electronic Journal of Business Ethics and Organization Studies
Viite
- 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
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