Mounting effective IT based customer service operations under emergent conditions: Deconstructing myth as a basis of understanding

Monitoring of Electronic Communications at Universities: Policies and Perceptions of Privacy

“…could lead to an increase in the quantity of performance, but also to a decrease in work satisfaction, higher stress, as well as other adverse effects on the individuals being monitored [13,26,31]. This could be explained by the social facilitation theory, which suggests that in the presence of others people would perform better on easy tasks but worse on difficult tasks.…”

Hermeneutical exegesis in information systems design and use

“…Within the set of hermeneutic techniques we outline here, it would fall most naturally within linguistic criticism. This technique was applied by Corea (2006) in his analysis of IT-based customer service organizations.…”

Endogenously Emergent Information Systems

“…The purpose of this section is to discuss endogenous emergent behavior from the viewpoint of information systems. [80] x x x Lyytinen and Ngwenyama [53] x x x x Hirschheim et al [36] x x x Iivari and Hirschheim [42] x x x Orlikowski [65] x x Ngwenyama [62] x x x x Karsten [44] x x x x Lycett and Paul [52] x x x Truex et al [78] x x x Truex et al [79] x x x Orlikowski [66] x x x Baskerville and Siponen [7] x Bergman et al [9] x x Markus et al [56] x x x Thompson [76] x Levina [50] x x Luna-Reyes et al [51] x Allen and Varga [4] x Constantinides and Barrett [18] x x x x Corea [19] x x Curseu [22] x Dreyfus and Iyer [24] x Bjørn and Ngwenyama [10] x Patel et al [68] x x x Wagner et al [87] x x x x Baker [6] x x Holmström and Sawyer [38] x x Nan [61] x Essen and Lindblad [26] x x This paper interprets an "information system" (IS) to be a computer-based system whose purpose "is to supply its groups of users (…) with information about a set of topics to support their activities" [35]. 3 In more morphological terms, an "information system" is a combination of application software and digital information content [86].…”