haku: @journal_id 571 / yhteensä: 1184
viite: 99 / 1184
| Tekijä: | Blomberg, J. |
| Otsikko: | Negotiating meaning of shared information in service system encounters |
| Lehti: | European Management Journal
2008 : AUG, VOL. 26:4, p. 213-222 |
| Asiasana: | information technology outsourcing performance measurement information service Internet |
| Vapaa asiasana: | WWW portals |
| Kieli: | eng |
| Tiivistelmä: | Information transparency is offered as a mediating response to the breakdown in trust and accountability sometimes accompanying service system encounters. It is argued that by providing access to the operational details of business, participants in service relationships (e.g. citizens, customers, investors, or business partners) can gain better the necessary assurances of their interests being protected. Based on an ethnographic study of the interactions btw. IT outsourcing executives of a large enterprise service provider and their client counterparts, this paper critically explores the underlying assumptions of the claim that information access is in the middle of the accountability and trust problem in service systems. It is suggested that greater attention should be focused on the role of organization members in negotiating the meaning of service performance information and creating the organizational context for establishing "shared" views of information. |
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