The multi-dimensionality of computer-based monitoring in the workplace

Computer-based monitoring involves using computer systems to collect performance information on employees. Most accounts of monitoring in early empirical investigations treat it undimensionally. In a multiple-case study, it was found that monitoring is more beneficially viewed as a multidimensional practice. Different companies implement it differently, and each company uses the information it gathers through monitoring in a different way in the formal performance evaluation process. These differences appear to be related to how employees feel about monitoring and whether productivity or customer service is more important in their jobs