search query: @author Pentland, B. / total: 3
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| Author: | Pentland, B. Rueter, H. |
| Title: | Organizational routines as grammars of action |
| Journal: | Administrative Science Quarterly
1994 : SEP, VOL. 39:3, p. 484-510 |
| Index terms: | ORGANIZATIONS ROUTING PROBLEM WORK |
| Language: | eng |
| Abstract: | This paper explores the sequential structure of work processes in a task unit whose work involves high numbers of exceptions, low analyzability of search, frequent interruptions, and extensive deliberation and traditional definition. Yet a detailed analysis of the sequential pattern of action in a sample of 168 service interactions reveals that most interactions follow a repetitive, functionally similar pattern. How can apparently nonroutine work display such a high degree of regularity? |
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