201 research outputs found

    Is Courtesy Enough?Solidarity in Call Center Interactions

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    Polite self-presentation is expected of call center agents even through they must convey complex and unfavorable information speedily via the telephone. This study identified and evaluated the use of response strategies that are strongly associated with courtesy. Data were drawn from 587 stressful calls in a corpus of 3000 calls recorded at a large Singaporean insurance company call center. We adopted a grounded theory methodology together with a rich triangulation of qualitative (linguistic and rhetorical) and quantitative (scalar and correlational) methods. Tools for coding response strategies (independent variables)and courtesy (dependent variables) were developed via analyses of calls, interviews with call center agents and management, and a series of evaluations involving blind coding and subsequent consensus. We identified four categories of response strategies that are tightly related to each other and to courtesy: shows solidarity, anticipates needs, shows attentiveness, and asks for direction. Correlations and analysis of their enactment in stressful calls led us to propose solidarity expressionresponses that engage the caller in search of meaning to work on the task as a team. We argue that solidarity expression challenges traditional views of politeness and is less about the presentation of self and more about enabling collaboration with the other.http://deepblue.lib.umich.edu/bitstream/2027.42/58608/1/1103r_may08_rogers.pd

    IT supported business process negotiation, reconciliation and execution for cross-organisational e-business collaboration

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    In modern enterprises, workflow technology is commonly used for business process automation. Established business processes represent successful business practice and become a crucial part of corporate assets. In the Internet era, electronic business is chosen by more and more organisations as a preferred way of conducting business practice. In response to the increasing demands for cross-organisational business automation, especially those raised by the B2B electronic commerce community, the concept of collaboration between automated business processes, i.e. workflow collaboration, is emerging. Otherwise, automation would be confined within individual organisations and cross-organisational collaboration would still have to be carried out manually. However, much of the previous research work overlooks the acquisition of the compatible workflows at build time and simply assumes that compatibility is achieved through face-toface negotiation followed by a design from scratch approach that creates collaborative workflows based on the agreement resulted from the negotiation. The resource-intensive and error-prone approach can hardly keep up with the pace of today’s marketplace with increasing transaction volume and complexity. This thesis identifies the requirements for cross-organisational workflow collaboration (COWCO) through an integrated approach, proposes a comprehensive supporting framework, explains the key enabling techniques of the framework, and implements and evaluates them in the form of a prototype system – COWCO-Guru. With the support of such a framework, cross-organisational workflow collaboration can be managed and conducted with reduced human effort, which will further facilitate cross-organisational e-business, especially B2B e-commerce practices

    Proceedings of The Multi-Agent Logics, Languages, and Organisations Federated Workshops (MALLOW 2010)

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    http://ceur-ws.org/Vol-627/allproceedings.pdfInternational audienceMALLOW-2010 is a third edition of a series initiated in 2007 in Durham, and pursued in 2009 in Turin. The objective, as initially stated, is to "provide a venue where: the cost of participation was minimum; participants were able to attend various workshops, so fostering collaboration and cross-fertilization; there was a friendly atmosphere and plenty of time for networking, by maximizing the time participants spent together"

    The Work Network Model: Understanding the interplay of actor, artifact, and action in technology-based change

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    Organization and IS scholars interested in the impact of IT on organizational change have acknowledged the indeterminate relationship between technological and organizational change. This reality stems from the complex interaction of the institutional context with human cognition and action that determine the path that technological change take in order to bring about organizational outcomes. Yet in this milieu there is little account for why specific context or conditions are salient. The goal of this research is to understand how technological change is related to organizational change by opening up the blackbox of the work context and analyze how the material aspects of the IT artifact relate to the actors and their actions. Specifically, I studied 1) How do the design and implementation of an EMR system impact the configuration of the system? 2) How do users and their practices interact with the configured system? 3) How do these interactions influence organizational outcomes so that one site is more "successful" than another? I explore these research questions using the perspective of work an organization is engaged in, specifically how IT artifacts are relationally linked to actors, actions and the organizational context. As my research questions deal with a process issue, I conducted a longitudinal field study of an EMR system implementation beginning from the implementation phase to deployment and use phases. I analyzed archival, interviews and observations data to develop a grounded theory of technology-based organizational change. Based on my findings I developed the Work Network Model of technology-based change. The model proposes that the main mechanism of change is the network within the context of an organization's work. It also proposed that analyzing the process of multi-level political negotiations during the configuration of a new technology allows us to understand how technology-change evolve once it is introduced in an organization. Finally it shows how institutional, infrastructural and work practices play a role both during the configuration and use phase of the new technology. Apart from its theoretical contributions, this research attempts to provide a new method to consider and design work practices with new technologies via the Work Network lens

    Inside Asylum Bureaucracy: Organizing Refugee Status Determination in Austria

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    Based on a case study on the former Austrian Federal Asylum Agency, the book provides sociological insights on state action in the administration of asylum in a European context. It offers a novel perspective on public administration by complementing the approaches of street-level bureaucracy and organizational sociology with theories of social practice and structuration. The study deals with the working conditions and the working environment as well as with the analysis of the structural differences that characterize the daily work of the decision-makers; the book concludes with a plea for more attention on the topic of ethics in administration, especially in the context of international protection.Anhand einer Fallstudie über das ehemalige österreichische Bundesasylamt liefert das Buch soziologische Einsichten zu staatlichem Handeln in der Verwaltung von Asyl im europäischen Kontext. Es bietet eine neuartige Perspektive auf öffentlichen Verwaltung, indem Zugänge der street-level bureaucracy und Organisationssoziologie durch Theorien der sozialen Praxis und der Strukturation ergänzt werden. Die Studie befasst sich sowohl mit den Arbeitsbedingungen und dem Arbeitsumfeld als auch mit der Analyse der strukturellen Gegensätze, die den Arbeitsalltag der EntscheiderInnen charakterisieren; das Buch schließt mit einem Plädoyer für mehr Aufmerksamkeit für das Thema Ethik in der Verwaltung, insbesondere im Kontext des internationalen Schutzes

    “Taking the path of least resistance”: a constructivist grounded theory of H.E. teacher practice enactments at a UK landbased college

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    “A thesis submitted to the University of Bedfordshire, in partial fulfilment of the requirements for the degree of Doctor of Philosophy”Landbased Studies Foundation and Bachelor degrees (FD and BSc) are generally taught in specialist FE landbased colleges, with teachers typically teaching both FE (Ofqual RQF Levels 0–3) and HE (Ofqual RQF Levels 4–6). Such teachers are designated in the literature as being HE in FE (Higher Education in Further Education) or CBHE (College Based Higher Education) teachers. Using a single case study landbased college, this study adopts a qualitative, naturalistic methodology using intensive interviewing and classroom observations of six Animal, Equine and Veterinary Nursing Studies HE in FE teachers. Characterised as an under-represented group within UK education research, these teachers teach both HE and FE within a small, UK landbased college. The study examines the nature of HE teacher pedagogic practice enactments, and factors which enable and constrain them within an FE college environment. Conceived within a interpretivist socio-constructivist framework, this study is influenced by the anti-dualist social philosophy of Practice Theory (PT) whereby people, places and material objects all contribute to how practice is enacted. Rather than considering material artefacts to be merely background objects and a college being simply an inert container where teaching takes place, a sensitivity to Practice Theory considers the FE context, material aspects and teacher pedagogic practices as a whole, rather than from one or other side of the structure versus agency divide. Within this study a particular variant of Practice Theory, Practice Architectures (PA) (Kemmis and Grootenboer, 2008), has been used to sensitise the study. The study adopts a Constructivist Grounded Theory (CGT) approach as a means of exploring a neglected and under-theorised area of Post-Compulsory education. The CGT methodology influenced and guided the research design and interpretive data iv analysis. Using purposive sampling of teacher participants, theoretical sampling, and the iterative cycles of constant comparison associated with Grounded Theory (GT), the data was used to construct four key categories. From these categories three main theoretical themes were identified from the data; Surveillance and Control, Teacher Identity and Agency, and Pedagogic Risk Aversion. The interpretive analysis suggests that HE pedagogic practice enactments are influenced and constrained by the college as a site, by its management, and by the wider neoliberal landscape of surveillance and auditing, as well as by the teachers themselves, the HE students, and material, non-human physical spaces and artefacts. The resultant HE pedagogic practice enactments are risk averse, tending towards instrumentalism and teacher-centeredness. The final CGT theoretically accounts for the HE practice enactments of the HE in FE teachers at the college and is discussed in relation to HE in FE literature, and to a number of pertinent theories within and beyond education. The CGT contributes to an enhanced understanding of HE teacher pedagogic practice enactments, and has potential for generalisability beyond the specific college. The original contributions to knowledge consists of: devising a novel methodology whereby PT/PA and CGT are articulated; adding to the body of literature for HE in FE pedagogy; and adding to the pauce corpus of literature for landbased education
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