Computer mediated work: the interplay between technology and structured jobs
Communications of the ACM - Special section on management of information systems
Computerized performance monitoring systems: use and abuse
Communications of the ACM
Plans and situated actions: the problem of human-machine communication
Plans and situated actions: the problem of human-machine communication
Computerization, productivity, and quality of work-life
Communications of the ACM
Process innovation: reengineering work through information technology
Process innovation: reengineering work through information technology
Information technology and organizational transformation: the holy grail of IT?
Information technology and organizational transformation
Linking strategy and IT-based innovation: the importance of the “management of expertise”
Information technology and organizational transformation
Information technology and organizational transformation
Actor-network theory and IS research: current status and future prospects
Proceedings of the IFIP TC8 WG 8.2 international conference on Information systems and qualitative research
Growing systems in emergent organizations
Communications of the ACM
A set of principles for conducting and evaluating interpretive field studies in information systems
MIS Quarterly - Special issue on intensive research in information systems
Power, politics, and MIS implementation
Communications of the ACM
On the Front Line: Organization of Work in the Information Economy
On the Front Line: Organization of Work in the Information Economy
Interpreting Information Systems in Organizations
Interpreting Information Systems in Organizations
Information Systems Research
The contradictions of CRM - A critical lens on call centres
Information and Organization
Hermeneutical exegesis in information systems design and use
Information and Organization
The management of service desk role players: a South African perspective
SAICSIT '10 Proceedings of the 2010 Annual Research Conference of the South African Institute of Computer Scientists and Information Technologists
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Recent research studies have revealed how social structures or contexts can lead to unanticipated and dynamic outcomes in IT based activities. However, they have not sufficiently addressed the question of how organizations can act effectively under such emergent conditions. This research sought to address this gap, by adopting a semiotic framework of analysis, and undertaking an in-depth, interpretive case study of the customer service operations at the call center of a large retail firm. The analysis of these operations takes into account the call center's 'myth' - the underlying image on which its customer service aim or vision is based. This myth is used to highlight key tensions and incompatibilities arising in the center's operations. These incongruities are used to identify improvements in the effectiveness of the center's service practices and its use of IT. This research illustrates the potential value of using rhetorical formulations of performance aims as a means to engender useful understanding on the properties of IT use or organizational design in emergent contexts.