With United, automation may be trying to compensate for a toxic corporate culture.

I think you missed my point. In this case, automation is creating part of the “toxic corporate culture.” In the piece, I talk about automation as processes, or employee scripts as well as computerized automation. See our paper on how processes are a form of surveillance in the workplace. This contributes to worker hesitancy to break rules for solving problems: Applin and Fischer (2013) Here is a draft, the final is behind an IEEE firewall.http://posr.org/w/images/0/0d/Applin_Fischer_ISTAS13_PREPUB_DRAFT.pdf

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