Pentland, Brian T. ORCID: 0000-0001-7526-2476, Recker, Jan C. ORCID: 0000-0002-2072-5792 and Wyner, George (2017). Rediscovering handoffs. Academy of Management Discoveries, 3 (3). pp. 284-301. Briarcliff Manor, NY: Acad.. ISSN 2168-1007

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While handoffs are usually defined as a transfer of something between people or things, we define handoffs as a relationship of similarity and difference between activities or events. By using the narrative network to operationalize this relational perspective, we discover a wider and more meaningful spectrum of handoffs and make it available for analysis, interpretation, and theorizing. We illustrate this approach using data from a US banking call center, where we discover that the stereotypical handoff between people is much less common than other types of handoffs. While handoffs are usually thought of as indicators of change, our perspective allows us to see them as indicators of stability, as well. Paradoxically, handoffs provide a novel perspective on coherence in patterns of organized action.

Item Type: Journal Article
CreatorsEmailORCIDORCID Put Code
Pentland, Brian
Recker, Jan
URN: urn:nbn:de:hbz:38-87242
DOI: 10.5465/amd.2016.0018
Journal or Publication Title: Academy of Management Discoveries
Volume: 3
Number: 3
Page Range: pp. 284-301
Date: 2017
Publisher: Acad.
Place of Publication: Briarcliff Manor, NY
ISSN: 2168-1007
Language: English
Faculty: Faculty of Management, Economy and Social Sciences
Divisions: Weitere Institute, Arbeits- und Forschungsgruppen > Cologne Institute for Information Systems (CIIS)
Faculty of Management, Economics and Social Sciences > Business Administration > Information Systems > Chair for Information Systems and Systems Development
Subjects: Management and auxiliary services
Uncontrolled Keywords:
Organizational RoutinesEnglish
Narrative NetworkEnglish
Refereed: Yes


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