文章基本信息

标题：Electronic Performance Monitoring in Call Centers: An Ethical Decision Model
本地全文：下载
作者：David Perkins
期刊名称：Electronic Journal of Business Ethics and Organization Studies
印刷版ISSN：1239-2685
电子版ISSN：1239-2685
出版年度：2013
卷号：18
期号：1
页码：4-14
出版社：Business and Organization Ethics Network
摘要：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
关键词：Electronic Performance Monitoring; ;Call Centers; Virtue Ethics; ;Covenantal Ethics; Interpersonal ;Trust