Organisational Change and Retail Finance: An Ethnographic Perspective

8, Routledge International Studie
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1. Introduction Part One 2. Organisational Studies and Empirical Description Organisational Studies Revisiting Auspices of Organisational Studies Conclusion 3. Approaches to the Management of Change Approaches to Change Conclusion: The productivity paradox 4. Ethnography and Change What is ethnography? Conclusion 5. Taking customers seriously 'Telling' and 'Selling' - Customer confidence and demeanour work Making sense of the customer: Interviews and local knowledge 6. The Virtual Customer Cooperating with the Customer More than a number: Relationship management and the customer in the machine Conclusion 8. Conclusion
Financial organizations, like many others, are undergoing radical change. This is affecting both their organizational processes and the technology that supports those processes. This book reports on the use of sociological ethnography in helping guide these changes, both in terms of helping better understand and redraw work processes and through providing more accurate and flexible understanding of he role technology plays. It places he reported research in context by contrasting it with those approaches more commonly associated with change, including business processes engineering, participative design and soft systems methodologies. The book explains what are the benefits of ethnography, as well as the potential it has in helping achieve more desirable change in any and all organizations, financial services included. The book will be of interest to all international researchers concersed with organizational and technological change, as well as managers of organizational development. It will also interest advanced students in sociology, anthropology, management science and organizational studies.

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Autor: Richard Harper
ISBN-13 :: 9780415202640
ISBN: 0415202647
Erscheinungsjahr: 01.02.2000
Gewicht: 435g
Seiten: 200
Sprache: Englisch
Sonstiges: Buch, 242x163x20 mm
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