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
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: |
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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 |
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Subjects: | Management and auxiliary services | ||||||||||||||||
Uncontrolled Keywords: |
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Refereed: | Yes | ||||||||||||||||
URI: | http://kups.ub.uni-koeln.de/id/eprint/8724 |
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