Universität zu Köln

Pentland, Brian, 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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Abstract

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
Creators:	Creators Email ORCID Pentland, Brian UNSPECIFIED UNSPECIFIED Recker, Jan C. UNSPECIFIED orcid.org/0000-0002-2072-5792 Wyner, George UNSPECIFIED UNSPECIFIED
URN:	urn:nbn:de:hbz:38-87242
DOI:	10.5465/amd.2016.0018
Journal or Publication Title:	Academy of Management Discoveries
Publisher:	Acad.
ISSN:	2168-1007
Volume:	3
Number:	3
Subjects:	Management and auxiliary services
Uncontrolled Keywords:	Keywords Language Organizational Routines English Handoffs English Narrative Network English Coherence English Interdependence UNSPECIFIED
Faculty:	Faculty of Management, Economy and Social Sciences
Divisions:	Faculty of Management, Economy and Social Sciences > Cologne Institute for Information Systems (CIIS)
Language:	English
Date:	2017
Place of Publication:	Briarcliff Manor, NY
Refereed:	Yes
Page Range:	pp. 284-301
URI:	http://kups.ub.uni-koeln.de/id/eprint/8724