Boddy (2000) Implementing Interorganizational IT systems: Lessons from a Call Centre Project

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Implementing Interorganizational IT systems: Lessons from a Call Centre Project

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CONTRIBUTORS:

Author:

Boddy, David

JOURNAL:

Journal of information technology: JIT, 15(??), 29 - 37.

YEAR:

2000

PUB TYPE:

Journal Article

SUBJECT(S):

Call Centres; organisational change; integrationist model; management issues

DISCIPLINE:

Information Systems/Technology

HTTP:

http://taylorandfrancis.metapress.com/openurl.asp?genre=article&id=doi:10.1080/026839600344384

LANGUAGE:

English

PUB ID:

103-397-093 (Last edited on 2004/12/09 05:35:44 US/Mountain)

SPONSOR(S):

ABSTRACT:
The growing power of computer telephony integration (CTI) systems is encouraging many companies to create call centres. These deal with a growing range of business processes and, in doing so, can be used to challenge established organisational arrangements. The range of human and management issues that need to be dealt with have not become clear yet. Some insight into these are offered from a study of one call centre over two years, from shortly after its physical introduction to the present day. These empirical observations are set within a wider literature on organisational change and information technology (IT), particularly integrationist and processual perspectives. The paper uses the evidence of the case study to elaborate the integrationist model so that it reflects the areas of human action more fully.

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