Organizations and unusual routines: a systems analysis of dysfunctional feedback processes
"Everyone working in and with organizations will, from time to time, experience frustrations and problems when trying to accomplish tasks that are a required part of their role. This is an unusual routine - a recurrent interaction pattern in which someone encounters a problem when trying to acc...
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Cambridge [u.a.]
Cambridge Univ. Press
2010
|
| Ausgabe: | 1. publ. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Zusammenfassung: | "Everyone working in and with organizations will, from time to time, experience frustrations and problems when trying to accomplish tasks that are a required part of their role. This is an unusual routine - a recurrent interaction pattern in which someone encounters a problem when trying to accomplish normal activities by following standard organizational procedures and then becomes enmeshed in wasteful and even harmful subroutines while trying to resolve the initial problem. They are unusual because they are not intended or beneficial, and because they are generally pervasive but individually infrequent. They are routines because they become systematic as well as embedded in ordinary functions. Using a wide range of case studies and interdisciplinary research, this book provides researchers and practitioners with a new vocabulary for identifying, understanding, and dealing with this pervasive organizational phenomenon, in order to improve worker and customer satisfaction as well as organizational performance"-- |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XV, 383 S. 23 cm |
| ISBN: | 9780521768641 0521768640 |
Internformat
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| 520 | |a "Everyone working in and with organizations will, from time to time, experience frustrations and problems when trying to accomplish tasks that are a required part of their role. This is an unusual routine - a recurrent interaction pattern in which someone encounters a problem when trying to accomplish normal activities by following standard organizational procedures and then becomes enmeshed in wasteful and even harmful subroutines while trying to resolve the initial problem. They are unusual because they are not intended or beneficial, and because they are generally pervasive but individually infrequent. They are routines because they become systematic as well as embedded in ordinary functions. Using a wide range of case studies and interdisciplinary research, this book provides researchers and practitioners with a new vocabulary for identifying, understanding, and dealing with this pervasive organizational phenomenon, in order to improve worker and customer satisfaction as well as organizational performance"-- | ||
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Datensatz im Suchindex
| _version_ | 1804143296710180864 |
|---|---|
| adam_text | Titel: Organizations and unusual routines
Autor: Rice, Ronald E.
Jahr: 2010
Contents
List of figure s page viii
List of tables ix
List of boxes x
Preface xi
Acknowledgments xiv
1 Crazy systems, Kafka circuits, and unusual routines 1
Two srories of mundane complexiry and dysfunctional feedback 1
Crazy systems 5
Unusual routines 17
The rest of the book 19
2 Causes, symptoms, and subroutines of unusual routines
in six computer information/communication systems 21
Causes of unusual routines in three ICTs 22
Causes, symptoms, and subroutines of unusual
routines in three ICTs 40
Conclusion 60
3 Getting personal: unusual routines at the customer
service interface 67
Customer service, dissatisfaction, and complaining 68
Examples and analysis of unusual service subroutines,
routines, and organizational (non-)response 81
Conclusion 106
4 A multi-theoretical foundation for understanding
unusual routines 107
Five foundational theories for a preliminary
model of unusual routines 107
Developing a preliminary model of unusual routines 139
Five propositions 149
Conclusion 152
5 A detailed case study of unusual routines 155
Method 155
Proposition One 160
Proposition Two 167
Proposition Three 173
Proposition Four 177
Proposition Five 191
Conclusion 199
6 Summary and discussion of the case study results 200
Proposition One 200
Proposition Two 201
Proposition Three 201
Proposition Four 202
Proposition Five 203
Discussion 204
Conclusion 215
7 Individuai and organizational challenges to feedback 217
Feedback challenges inherent in human communication
behaviors 218
Feedback challenges inherent in organizations 227
Conclusion 249
8 A multi-level and cross-disciplinary summary of
concepts related to unusual routines 252
Cognitive and social processing errors 252
Social traps and dilemmas 266
Organizational complexity 269
Organizational paradoxes 274
Organizational deviance 280
Technological complexity 287
Conclusion 305
9 Recommendations for resolving and mitigating
unusual routines and related phenomena 306
Encourage customer service feedback from ali
stakeholders 306
Apply socio-technical systems theory, involve
stakeholders from design through walkarounds 310
Reduce blaming and defensive approaches to
cognitive dissonance 312
Manage paradoxes and sensemaking 314
Foster learning through feedback 317
Heighten awareness of predictable surprises and
avoid overreacting to worst-case scenarios 319
Understand and resolve social traps and social dilemmas 320
Discuss and resolve conflicting goals, vicious cycles, and
workplace deviance 321
Avoid simple and individuai approaches to complex
technology and system error 322
Apply and combine linkage and routines analysis 325
Conclusion 329
10 Summary and a tentative integrated model of
unusual routines 331
The allure of unusual routines 331
Our preliminary models 333
A proposed integrative model of unusual routines 336
Conclusion 342
References 344
Index 373
|
| any_adam_object | 1 |
| author | Rice, Ronald E. Cooper, Stephen D. 1950- |
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| author_facet | Rice, Ronald E. Cooper, Stephen D. 1950- |
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| building | Verbundindex |
| bvnumber | BV036671786 |
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| ctrlnum | (OCoLC)705819508 (DE-599)BVBBV036671786 |
| discipline | Soziologie Wirtschaftswissenschaften |
| edition | 1. publ. |
| format | Book |
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| institution | BVB |
| isbn | 9780521768641 0521768640 |
| language | English |
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| physical | XV, 383 S. 23 cm |
| publishDate | 2010 |
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| publisher | Cambridge Univ. Press |
| record_format | marc |
| spelling | Rice, Ronald E. Verfasser aut Organizations and unusual routines a systems analysis of dysfunctional feedback processes Ronald E. Rice ; Stephen D. Cooper 1. publ. Cambridge [u.a.] Cambridge Univ. Press 2010 XV, 383 S. 23 cm txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index "Everyone working in and with organizations will, from time to time, experience frustrations and problems when trying to accomplish tasks that are a required part of their role. This is an unusual routine - a recurrent interaction pattern in which someone encounters a problem when trying to accomplish normal activities by following standard organizational procedures and then becomes enmeshed in wasteful and even harmful subroutines while trying to resolve the initial problem. They are unusual because they are not intended or beneficial, and because they are generally pervasive but individually infrequent. They are routines because they become systematic as well as embedded in ordinary functions. Using a wide range of case studies and interdisciplinary research, this book provides researchers and practitioners with a new vocabulary for identifying, understanding, and dealing with this pervasive organizational phenomenon, in order to improve worker and customer satisfaction as well as organizational performance"-- Organizational behavior Organizational change Organizational learning Systemanalyse (DE-588)4116673-5 gnd rswk-swf Organisationswandel (DE-588)4075693-2 gnd rswk-swf Routinearbeit (DE-588)4178561-7 gnd rswk-swf Organisation (DE-588)4043774-7 gnd rswk-swf Organisation (DE-588)4043774-7 s Routinearbeit (DE-588)4178561-7 s DE-604 Organisationswandel (DE-588)4075693-2 s Systemanalyse (DE-588)4116673-5 s 1\p DE-604 Cooper, Stephen D. 1950- Verfasser (DE-588)140988009 aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020590868&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Rice, Ronald E. Cooper, Stephen D. 1950- Organizations and unusual routines a systems analysis of dysfunctional feedback processes Organizational behavior Organizational change Organizational learning Systemanalyse (DE-588)4116673-5 gnd Organisationswandel (DE-588)4075693-2 gnd Routinearbeit (DE-588)4178561-7 gnd Organisation (DE-588)4043774-7 gnd |
| subject_GND | (DE-588)4116673-5 (DE-588)4075693-2 (DE-588)4178561-7 (DE-588)4043774-7 |
| title | Organizations and unusual routines a systems analysis of dysfunctional feedback processes |
| title_auth | Organizations and unusual routines a systems analysis of dysfunctional feedback processes |
| title_exact_search | Organizations and unusual routines a systems analysis of dysfunctional feedback processes |
| title_full | Organizations and unusual routines a systems analysis of dysfunctional feedback processes Ronald E. Rice ; Stephen D. Cooper |
| title_fullStr | Organizations and unusual routines a systems analysis of dysfunctional feedback processes Ronald E. Rice ; Stephen D. Cooper |
| title_full_unstemmed | Organizations and unusual routines a systems analysis of dysfunctional feedback processes Ronald E. Rice ; Stephen D. Cooper |
| title_short | Organizations and unusual routines |
| title_sort | organizations and unusual routines a systems analysis of dysfunctional feedback processes |
| title_sub | a systems analysis of dysfunctional feedback processes |
| topic | Organizational behavior Organizational change Organizational learning Systemanalyse (DE-588)4116673-5 gnd Organisationswandel (DE-588)4075693-2 gnd Routinearbeit (DE-588)4178561-7 gnd Organisation (DE-588)4043774-7 gnd |
| topic_facet | Organizational behavior Organizational change Organizational learning Systemanalyse Organisationswandel Routinearbeit Organisation |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020590868&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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