טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentAdmon Hadass
SubjectThe Big Brother and Justice Perception: Electronic
Performance Monitoring, Procedural Justice
Perceptions and Performance in Customer-
Service Work
DepartmentDepartment of Industrial Engineering and Management
Supervisors Professor Anat Rafaeli
Professor Emeritus Daniel Gopher


Abstract

The growing use of Electronic Performance Monitoring (EPM), which gives managers access to computers and telephones of all employees at all times, has stirred considerable debate. Empirical research presents both positive and negative results to the EPM. The current research examined how changes in objective characteristics of the EPM - Duration, Distribution and Secrecy, influence employees' perceptions of procedural justice and level of performance. Participants (n=156) in 2 lab experiments were requested to attend to written incoming requests of customers via a computer program, designed for this study. In Experiment 1, as predicted, participants showed a higher level of procedural justice perceptions of the EPM process when it was longer, distributed and not-secret (as opposed to short, undistributed and secret). In Experiment 2 we looked into the duration variable, and contrary to our hypothesis, we found a hint of a linear trend between monitoring duration and procedural justice. In addition we found preliminary support for the advantage of not-secret monitoring over secret monitoring in terms of performance. This finding was presented within the attention-control framework, which suggests that people find it difficult to lower an initial level of performance and to reduce their efforts on a task. The study provides important insights into the designing of monitoring processes which can help reduce the negative effects and negative image of employee monitoring that has led to the dubious comparison of closely monitored work environments to the Orwellian “Big Brother”.