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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Link to the document: https://eprints.qut.edu.au/101857/

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:
CreatorsEmailORCID
Pentland, BrianUNSPECIFIEDUNSPECIFIED
Recker, Jan C.UNSPECIFIEDorcid.org/0000-0002-2072-5792
Wyner, GeorgeUNSPECIFIEDUNSPECIFIED
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:
KeywordsLanguage
Organizational RoutinesEnglish
HandoffsEnglish
Narrative NetworkEnglish
CoherenceEnglish
InterdependenceUNSPECIFIED
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

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