Embedded relationship in information services: a study of remote diagnostics
2009 (English)In: Journal of Information Technology Research, ISSN 1938-7857, Vol. 2, no 3, 17-34 p.Article in journal (Refereed) Published
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.
Place, publisher, year, edition, pages
2009. Vol. 2, no 3, 17-34 p.
IdentifiersURN: urn:nbn:se:umu:diva-24493DOI: 10.4018/jitr.2009070102OAI: oai:DiVA.org:umu-24493DiVA: diva2:226556