Embedded Relationships in Information Services: A Study of Remote Diagnostics

Embedded Relationships in Information Services: A Study of Remote Diagnostics

Katrin Jonsson (Umeå University, Sweden)
Copyright: © 2009 |Pages: 18
DOI: 10.4018/jitr.2009070102
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Abstract

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.

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