When Caring and Surveillance Technology Meet

Marek Korczynski

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Legal and Labor Studies Social Work Education and Practice Work-Family Balance Challenges

Abstract

There is an important research gap regarding how the service triangle in care work is affected by the use of surveillance technology. This article addresses this gap by reporting quantitative and qualitative research undertaken in three U.K. local government home care organizations. Through regression analysis, it is found that discretionary effort is positively related, and organizational commitment negatively related, to information technology as a controlling force and management hindering the delivery of client services. The qualitative research triangulates these findings and offers complementarity by showing that workers continued to give discretionary effort in order to maintain the delivery of meaningful care to clients, even as they lowered their commitment to the organization. The conclusion draws out the implications of these findings for understanding of the social relations of the service triangle in contemporary society.

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References

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2017Making Transparency Transparent: The Evolution of Observation in Management Theory 2011Unfair Treatment in the Workplace and Worker Well-Being 2018A Self-Fulfilling Cycle of Coercive Surveillance: Workers’ Invisibility Practices and Managerial Justification 2016Care in a Time of Austerity: the Electronic Monitoring of Homecare Workers’ Time 2013Domiciliary Care: The Formal and Informal Labour Process 2017Taking worker productivity to a new level? Electronic Monitoring in homecare—the (re)production of unpaid labour 2015Subject to Change Without Notice: Mock Schedules and Flexible Employment in the United States: Table 1.2021Model of Organizational Commitment Applied to Health Management Systems

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