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The Architecture and Materiality of IT-enabled Services: An Investigation into Appropriation of Remote Diagnostics Technology
Umeå University, Faculty of Social Sciences, Department of Informatics.
Umeå University, Faculty of Social Sciences, Department of Informatics.
2016 (English)Conference paper, Published paper (Refereed)
Abstract [en]

This paper develops a theoretical model to examine how IT is appropriated during the co-production of business services. By distinguishing between the service level, information level, and artifact level, the model reveals the dual affordances of IT in the context of business services. The mediating affordances are expressed through heterogeneous portfolios of IT artifacts and the tensions between their intended and actual usage. In contrast, the mediated affordances are expressed through diverse signs and the tensions between intended and perceived meanings. The detailed workings of this model are illustrated by a field study of a remote diagnostics service for machinery within the mining industry. We suggest that the model facilitates a deeper understanding of how IT is appropriated during co-production of business services. At the same time, we add to the emerging literature on materiality by revealing the unique characteristics that IT confers on social action.

Place, publisher, year, edition, pages
Association for Information Systems, 2016.
National Category
Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:umu:diva-126091OAI: oai:DiVA.org:umu-126091DiVA, id: diva2:975074
Conference
International Conference on Information Systems (ICIS 2016), Dublin, Ireland, December 11-14, 2016
Available from: 2016-09-28 Created: 2016-09-28 Last updated: 2019-03-01Bibliographically approved

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Jonsson, KatrinHolmström, Jonny

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CiteExportLink to record
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Citation style
  • apa
  • ieee
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  • vancouver
  • Other style
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Output format
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  • asciidoc
  • rtf