SOCY 336 Lecture Notes - Lecture 15: Ethnomethodology, Deskilling, Human Capital
17 Mar 2017
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How does management gain control and cooperation from workers: electronic control / surveillance. Revisiting new management approaches": fuller and smith (1991: what role does the customer have in controlling the labour process, types of customer feedback: Company instigated, company encouraged, customer instigated: includes: Mystery shoppers , print and telephone (now email) surveys, face-to-face meetings. What role does the customer play in controlling the labour process: belanger and edwards (2013) standard employment relationship (managers and workers) versus triangle of power (or service triangle ) Revisiting new management approaches": barker (1993: concertive control: a form of control more powerful, less apparent, and more difficult to resist than that of the former bureaucracy , post-bureaucracy and post-bureaucratic control , development of concertive control: Phase iii: stabilization and formalization of the rules. Revisiting new management approaches": smith (2006: employee involvement programs (eips, research setting: large us photocopy and computer equipment company, types of eip:
