Rediscovering handoffs

Pentland, Brian, Recker, Jan C., & Wyner, George (2016) Rediscovering handoffs. Academy of Management Discoveries. (In Press)

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Abstract

While handoffs are usually defined as a transfer of something between people or things, we define handoffs as a relationship of similarity and difference between activities or events. By using the narrative network to operationalize this relational perspective, we discover a wider and more meaningful spectrum of handoffs and make it available for analysis, interpretation, and theorizing. We illustrate this approach using data from a US banking call center, where we discover that the stereotypical handoff between people is much less common than other types of handoffs. While handoffs are usually thought of as indicators of change, our perspective allows us to see them as indicators of stability, as well. Paradoxically, handoffs provide a novel perspective on coherence in patterns of organized action.

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ID Code: 101857
Item Type: Journal Article
Refereed: Yes
Keywords: Organizational Routines, Handoffs, Narrative Network, Coherence, Interdependence
DOI: 10.5465/amd.2016.0018
ISSN: 2168-1007
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Organisation and Management Theory (150310)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Management
Copyright Owner: Copyright 2016 Academy of Management
Deposited On: 24 Nov 2016 03:48
Last Modified: 24 Nov 2016 22:45

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