Open AccessEmbedded Relationships in Information Services
Author(s) -
Katrin Jonsson
Publication year - 2009
Publication title -
journal of information technology research
Language(s) - English
Resource type - Journals
eISSN - 1938-7865
pISSN - 1938-7857
DOI - 10.4018/jitr.2009070102
Subject(s) - computer science , service (business) , knowledge management , information technology , process management , data science , business , marketing , operating system
Information technology (IT) is increasingly used in the production of services, enabling a self serve channel that challenges the embedded relationship in services. To examine the implications of IT for embedded relationships, we undertook an interpretative case study of a remote diagnostics service in the mining industry. Our analysis suggests that the combination of IT and social efforts by the participants can support embedded relationships to a larger extent than has been shown in previous research.ProcessI
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