Skip to main content Accessibility help
×
  • Cited by 33
Publisher:
Cambridge University Press
Online publication date:
January 2011
Print publication year:
2010
Online ISBN:
9780511779886
Subjects:
Organisational Sociology, Organisation Studies, Management, Sociology

Book description

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.

Reviews

“Rice and Cooper’s book brings together the personal experience of organizational routines that leave us frustrated and puzzled with how such practices could possibly happen in the first place. The authors couple these experiences (some personal, some from case studies) with a range of theoretical ideas that helps us make sense of them. This book serves as a door opener for coding and understanding exasperating and common bureaucratic problems.”
–Larry Browning, Professor of Organizational Communication at the University of Texas at Austin, and Adjunct Professor of Business at the Bodø Graduate School of Business, Bodø, Norway

“This is a must-read for anyone studying organizations! Unusual routines, systemic unintended consequences, and the need for organizations to engage in paradoxical practices are everywhere. Rice and Cooper show how one finds these phenomena in technology implementation, customer service, and a range of daily organizational practices. Yet they have been largely ignored by researchers – in large part because of a lack of vocabulary. This book fills this important gap with colorful case examples, theory, and conceptualizations. It will be an important classic.”
–Ann Majchrzak, Professor of Information Systems, Marshall School of Business, University of Southern California

“Meet the enemies of organizational effectiveness and acquire the weapons for their destruction. Rice and Cooper methodically analyze the dysfunctional routines that sap the usefulness from organizational procedures and information systems. The absence of contextual understanding, perverse feedback loops, conflicting goals, and destructive panopticon effects are all part and parcel of the deep systems analysis of the case studies presented within the overarching theoretical framework in this book. You will learn how to avoid them. Rice and Cooper will lead you to wisdom in structuring organizational processes.”
–Vladimir Zwass, Gregory Olsen Endowed Chair and University Distinguished Professor of Computer Science and MIS, Fairleigh Dickinson University

Refine List

Actions for selected content:

Select all | Deselect all
  • View selected items
  • Export citations
  • Download PDF (zip)
  • Save to Kindle
  • Save to Dropbox
  • Save to Google Drive

Save Search

You can save your searches here and later view and run them again in "My saved searches".

Please provide a title, maximum of 40 characters.
×

Contents

References
1888 Press Release (2009 Google Scholar, March 28). “VIP corporate housing proves that employee relocation business is still thriving.” Online, available at: www.1888pressrelease.com/vip-corporate-housing-proves-that-employee-relocation-busine-pr-108880.html
Adler, P. S., Goldoftas, B., and Levine, D. I. (1999). “Flexibility versus efficiency? A case study of model changeovers in the Toyota production system.” Organization Science, 10 CrossRef | Google Scholar(1), 43–68.
Alavi, M., and Leidner, D. E. (2001). “Review: knowledge management and knowledge management systems: conceptual foundations and research issues.” MIS Quarterly, 25 CrossRef | Google Scholar, 107–136.
Alderfer, C. (1987). “An intergroup perspective on group dynamics.” In Lorsch, J. W. (ed.), Handbook of Organizational Behavior (pp. 190–222). Englewood Cliffs Google Scholar: Prentice Hall.
Allen, M., and Brady, R. (1997). “Total quality management, organizational commitment, perceived organizational support, and intraorganizational communication.” Management Communication Quarterly, 10 CrossRef | Google Scholar(3), 316–41.
Anderson, P., Meyer, A., Eisenhardt, K., Carley, K., and Pettigrew, A. (1999). “Introduction to the special issue: applications of complexity theory to organization science.” Organization Science, 10 CrossRef | Google Scholar(3), 233–6.
Andreoni, J., and Bergstrom, T. (1996). “Do government subsidies increase the private supply of public goods?Public Choice, 88 CrossRef | Google Scholar(3–4), 295–308.
Ang, S., Straub, D. W., Cummings, L. L., and Earley, P. C. (1993). “Effects of information technology on feedback seeking.” Information Systems Research, 4 CrossRef | Google Scholar, 240–61.
Archer, M. (1995). Realist Social Theory: The Morphogenetic Approach. New York CrossRef | Google Scholar: Cambridge University Press.
Argyris, C. (1985). Strategy, Change, and Defensive Routines. New York Google Scholar: Harper Business.
Argyris, C. (1986). “Skilled incompetence.” Harvard Business Review, 64 Google Scholar, 74–9.
Argyris, C. (1988). “Crafting a theory of practice: the case of organizational paradoxes.” In Quinn, R. and Cameron, K. (eds.), Paradox and Transformation: Toward a Theory of Change in Organization and Management (pp. 255–78). Cambridge, MA Google Scholar: Ballinger Publishing.
Argyris, C. (1990). Overcoming Organizational Defenses: Facilitating Organizational Learning. Needham Google Scholar: Allyn and Bacon.
Argyris, C. (2002). “Double-loop learning, teaching, and research.” Academy of Management Learning and Education, 1 CrossRef | Google Scholar(2), 206–18.
Argyris, C., and Schon, D. (1978). Organizational Learning: A Theory of Action Perspective. Reading, MA Google Scholar: Addison-Wesley.
Arkes, H. R., and Blumer, C. (1985). “The psychology of sunk cost.” Organizational Behavior and Human Decision Processes, 35 CrossRef | Google Scholar, 124–40.
Ashforth, B. (1994). “Petty tyranny in organizations.” Human Relations, 47 CrossRef | Google Scholar, 755–78.
Aydin, C. E., and Rice, R. E. (1992). “Bringing social worlds together: computers as catalysts for new interactions in health care organizations.” Journal of Health and Social Behavior, 33 CrossRef | Google Scholar | PubMed, 168–85.
Bainbridge, L. (1983). “Ironies of automation.” Automatica, 19, 775–9. Reprinted in Rasmussen, J., Duncan, K., and Leplat, J. CrossRef | Google Scholar (eds.) (1987), New Technology and Human Error (pp. 276–83). Chichester: Wiley.
Ballard, D., and Seibold, D. (2003). “Communicating and organizing in time: a meso level model of organizational temporality.” Management Communication Quarterly, 16 CrossRef | Google Scholar, 380–415.
Banerjee, A. V., Duflo, E., and Glennerster, R. (2008). “Putting a band-aid on a corpse: incentives for nurses in the Indian public health care system.” Journal of the European Economic Association, 6 CrossRef | Google Scholar | PubMed(2–3), 487–500.
Banks, S. P., and Riley, P. (1993). “Structuration theory as an ontology for communication research.” In Deetz, S. (ed.), Communication Yearbook, vol. 16 (pp. 167–96). Newbury Park Google Scholar: Sage.
Bantz, C. R (1992). “Organizing and the social psychology of organizing.” In Hutchinson, K. L. (ed.), Readings in Organizational Communication (pp. 90–9). Dubuque Google Scholar: Wm. C. Brown Publishers.
Bantz, C. R., and Smith, D. H. (1977). “A critique and experimental test of Weick's model of organizing.” Communication Monographs, 44 CrossRef | Google Scholar, 171–84.
Bardach, E. (1977). The Implementation Game. Cambridge, MA Google Scholar: MIT Press.
Barley, S. R. (1986). “Technology as an occasion for structuring: evidence from observations of CT scanners and the social order of radiology departments.” Administrative Science Quarterly, 31 CrossRef | Google Scholar | PubMed, 78–108.
Barlow, J., and Moller, C. (1996). Complaint is a Gift: Using Customer Feedback as a Strategic Tool. San Francisco Google Scholar: Berrett-Koehler Publishers, Inc.
Barnes, L. (1981). “Managing the paradox of organizational trust.” Harvard Business Review, 59 Google Scholar (March–April), 107–16.
Barnett, G. (1997). “Organizational communication systems: the traditional perspective.” In Barnett, G. and Thayer, L. (eds.), Organization – Communication, Emerging Perspectives V: The Renaissance in Systems Thinking (pp. 1–46). Greenwich, CT Google Scholar: Ablex Publishing Corp.
Barry, B., and Bateman, T. (1996). “A social trap analysis of the management of diversity.” Academy of Management Review, 21 CrossRef | Google Scholar(3), 757–90.
Bateson, G. (1972). Steps to an Ecology of Mind. New York Google Scholar: Ballantine.
Bateson, G., Jackson, D., Haley, J., and Weakland, J. (1963). “A note on the double bind.” Family Process, 2 CrossRef | Google Scholar, 154–61.
Bazerman, M. H., and Watkins, M. D. (2004). Predictable Surprises: The Disasters You Should Have Seen Coming, and How to Prevent Them. Boston Google Scholar: Harvard Business School Press.
Bear, R., and Hill, D. J. (1994). “Excuse making: a prevalent company response to complaints?Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 7 Google Scholar, 143–51.
Becker, M. C. (2004). “Organizational routines: a review of the literature.” Industrial and Corporate Change, 13 CrossRef | Google Scholar(4), 643–78.
Becker, M. C. (2005). “A framework for applying organizational routines in empirical research: linking antecedents, characteristics and performance outcomes of recurrent interaction patterns.” Industrial and Corporate Change, 14 CrossRef | Google Scholar(5), 817–46.
Becker, M. C., and Zirpoli, F. (2008). “Applying organizational routines in analyzing the behavior of organizations.” Journal of Economic Behavior and Organization, 66 CrossRef | Google Scholar(1), 128–48.
Bedeian, A. G. (1995). “Workplace envy.” Organizational Dynamics, 23 CrossRef | Google Scholar, 49–56.
Beniger, J. R. (1986). The Control Revolution. Cambridge, MA Google Scholar: Harvard University Press.
Benson, J. (1977). “Organizations: a dialectical view.” Administrative Science Quarterly, 22 CrossRef | Google Scholar, 1–21.
Bertalanffy, L.. (1968). General System Theory: Foundations, Development, Applications. New York Google Scholar: George Braziller.
Bitner, M., Booms, B., and Mohr, L. (1994). “Critical service encounters: the employee's viewpoint.” Journal of Marketing, 58 CrossRef | Google Scholar(October), 95–106.
Black, N. (2004). Two Sides to Every Coin … The Customer isn't Always Right!Littleton Google Scholar: DNJ Books.
Blumberg, P. (1989). “Ignorance in the ‘knowledge’ society: the technically uninformed customer.” In The Predatory Society: Deception in the American Marketplace Google Scholar (pp. 59–84). New York: Oxford University Press.
Boettger, R. D., and Greer, C. R. (1994). “On the wisdom of rewarding A while hoping for B.” Organization Science, 5 CrossRef | Google Scholar(4), 569–82.
Bostrom, R. P., and Heinen, J. S. (1977a). “MIS problems and failures: a socio-technical perspective, part I: the causes.” MIS Quarterly, 1 Google Scholar(3), 7–32.
Bostrom, R. P., and Heinen, J. S. (1977b). “MIS problems and failures: a socio-technical perspective; part II: the application of socio-technical theory.” MIS Quarterly, 1 CrossRef | Google Scholar(4), 11–28.
Bowers, J. (1995). “Making it work: a field study of a ‘CSCW’ network.” The Information Society, 11 CrossRef | Google Scholar, 189–207.
Bramson, R. (1988). Coping with Difficult People. New York Google Scholar: Dell Paperbacks.
Brenders, D. (1987). “Fallacies in the coordinated management of meaning: a philosophy of language critique of the hierarchical organization of coherent conversation and related theory.” Quarterly Journal of Speech, 73 CrossRef | Google Scholar(3), 329–48.
Brett, J., Shapiro, D., and Lytle, A. (1998). “Breaking the bonds of reciprocity in negotiations.” Academy of Management Journal, 41 Google Scholar(4), 410–24.
Brown, J., and Duguid, P. (1996). “Organizational learning and communities-of-practice: toward a unified view of working, learning, and innovation.” In Cohen, M. and Sproull, L. (eds.), Organizational Learning (pp. 58–82). Thousand Oaks Google Scholar: Sage.
Brown, W. J., Malveau, R. C., McCormick III, H. W., and Mowbray, T. J. (1998). Antipatterns: Refactoring Software, Architectures, and Projects in Crisis. New York Google Scholar: John Wiley & Sons.
Brunsson, N. (1985). The Irrational Organization: Irrationality as a Basis for Organizational Action and Change. New York Google Scholar: Wiley.
Cameron, K. (1986). “Effectiveness as paradox: consensus and conflict in conceptions of organizational effectiveness.” Management Science, 32 CrossRef | Google Scholar(5), 539–53.
Cameron, K., and Quinn, R. (1988). “Organizational paradox and transformation.” In Quinn, R. and Cameron, K. (eds.), Paradox and Transformation: Toward a Theory of Change in Organization and Management (pp. 1–18). Cambridge, MA Google Scholar: Ballinger Publishing.
Carley, K., and Prietula, M. J. (eds.) (1994). Computational Organization Theory. Hillsdale Google Scholar: Lawrence Erlbaum Associates.
,CBC Marketplace. (February 20, 2005 Google Scholar). “Insider interview: Paula Courtney on surveying customer dissatisfaction.” Online, available at: www.cbc.ca/consumers/market/files/services/complaining/courtney.html
Cerulo, K. (2006). Never Saw it Coming: Cultural Challenges to Envisioning the Worst. Chicago CrossRef | Google Scholar: Chicago University Press.
Chambliss, D. (1996). Beyond Caring. Chicago Google Scholar: University of Chicago Press.
Charell, R. (1974). How I Turn Ordinary Complaints into Thousands of Dollars: The Diary of a Tough Customer. New York Google Scholar: Stein & Day.
Charell, R. (1985). Satisfaction Guaranteed: The Ultimate Guide to Consumer Self-defense. New York Google Scholar: Simon & Schuster.
Charlton, S. G. (2002). “Selecting measures for human factors tests.” In Charlton, S. G. and O'Brien, T. G. (eds.), Handbook of Human Factors Testing and Evaluation (2nd edn, pp. 37–53). Mahwah Google Scholar: Lawrence Erlbaum.
Choo, C. W. (1998). The Knowing Organization: How Organizations Use Information to Construct Meaning, Create Knowledge, and Make Decisions. New York Google Scholar: Oxford University Press.
Ciborra, C. (1987). “Reframing the role of computers in organizations – the transaction costs approach.” Office: Technology and People, 3 Google Scholar, 17–38.
Cohen, M. D., and Bacdayan, P. (1994). “Organizational routines are stored as procedural memory: evidence from a laboratory study.” Organization Science, 5 CrossRef | Google Scholar(4), 554–68.
Cohen, M. D., March, J. G., and Olsen, J. P. (1972). “Garbage can model of organizational choice.” Administrative Science Quarterly, 17 CrossRef | Google Scholar, 1–15.
Cohen, M. D., Burkhardt, R., Dosi, G., Egidi, M., Marengo, L., Warglien, M., and Winter, S. (1996). “Routines and other recurring action patterns of organizations: contemporary research issues.” Industrial and Corporate Change, 5 CrossRef | Google Scholar(3), 653–98.
Cohen, S. (1980). Folk Devils and Moral Panics: The Creation of the Mods and Rockers. Oxford Google Scholar: Martin Robertson.
Cole, R. (1999). Managing Quality Fads: How American Business Learned to Play the Quality Game. New York Google Scholar: Oxford University Press.
Conger, S., Cooper, J., Schofield, J., and Stein, E. (1996). “Open peer commentaries on LaFrance, M. (1996). Why we trust computers too much.” Technology Studies, 3 Google Scholar(2), 179–95.
Contractor, N. S. (1994). “Self-organizing systems perspective in the study of organizational communication.” In Kovacic, B. (ed.), New Approaches to Organizational Communication (pp. 39–66). Albany Google Scholar: SUNY Press.
Contractor, N. S., and Eisenberg, E. M. (1990). “Communication networks and new media in organizations.” In Fulk, J. and Steinfield, C. (eds.), Organizations and Communication Technology (pp. 143–72). Newbury Park Google Scholar: Sage.
Contractor, N. S., and Seibold, D. R. (1993). “Theoretical frameworks for the study of structuring processes in Group Decision Support Systems.” Human Communication Research, 19 CrossRef | Google Scholar(4), 528–63.
Cooper, S. D. (2000). Unusual Routines and Computer Mediated Communication Systems. Unpublished dissertation. New Brunswick Google Scholar: Graduate School, Rutgers, The State University of New Jersey.
Cronen, V., Johnson, K., and Lannamann, J. (1982). “Paradoxes, double binds, and reflexive loops: an alternative theoretical perspective.” Family Process, 20 CrossRef | Google Scholar, 91–112.
Cronen, V., Pearce, W. Barnett, and Snavely, L. (1979). “A theory of rule-structure and types of episodes and a study of perceived enmeshment in undesired repetitive patterns (URPs).” Communication Yearbook, vol. 3 (pp. 225–40). New Brunswick Google Scholar: Transaction Press.
Cross, J. G., and Guyer, M. J. (1980). Social Traps. Ann Arbor Google Scholar: University of Michigan Press.
Crozier, M. (1964). The Bureaucratic Phenomenon. Chicago Google Scholar: University of Chicago Press.
Culnan, M. (1989). “Designing information systems to support customer feedback: an organizational message system perspective.” In DeGross, J., Henderson, J., and Konsynski, B. (eds.), Proceedings of the Tenth International Conference on Information Systems (pp. 305–13). Boston Google Scholar, December.
Cyert, R. M. (1978). “The management of universities of constant or decreasing size.” Public Administration Review, 38 CrossRef | Google Scholar, 344–9.
Cyert, R. M., and March, J. G. (1963). A Behavioral Theory of the Firm. Englewood Cliffs Google Scholar: Prentice Hall.
Daft, R. L., and Lengel, R. H. (1986). “Organizational information requirements, media richness and structural design.” Management Science, 32 CrossRef | Google Scholar(5), 554–71.
Davenport, T. H., Eccles, R. G., and Prusak, L. (1992). “Information politics.” Sloan Management Review, 34 Google Scholar(1), 53–65.
Davidow, M. (2003). “Organizational responses to customer complaints: what works and what doesn't.” Journal of Service Research, 5 CrossRef | Google Scholar(3), 225–50.
Davidow, W., and Malone, D. (1992). The Virtual Corporation: Structuring and Revitalizing the Corporation for the 21st Century. New York Google Scholar: HarperCollins.
Dawes, R. M. (1980). “Social dilemmas.” Annual Review of Psychology, 31 CrossRef | Google Scholar, 169–93.
Deetz, S. A. (1992). Democracy in an Age of Corporate Colonization. Albany Google Scholar: State University of New York.
Deetz, S. A. (1995). Transforming Communication, Transforming Business. Cresskill Google Scholar: Hampton Press.
DeGreene, K. (1990). “The turbulent-field environment of sociotechnical systems: beyond metaphor.” Behavioral Science, 35 CrossRef | Google Scholar(1), 49–59.
Dekker, S. W. A. (2005). Ten Questions about Human Error: A New View of Human Factors and System Safety. Mahwah Google Scholar: Lawrence Erlbaum Associates.
DeLong, D., and Fahey, L. (2000). “Diagnosing cultural barriers to knowledge management.” Academy of Management Executive, 14 Google Scholar(4), 113–27.
Deming, W. Edwards (1986). Out of the Crisis. Cambridge, MA Google Scholar: Massachusetts Institute for Technology, Center for Advanced Engineering Study.
Dillard, C., Browning, L. D., Sitkin, S., and Sutcliffe, K. (2000). “Impression management and the use of procedures at the Ritz-Carlton: moral standards and dramaturgical discipline.” Communication Studies, 51 CrossRef | Google Scholar(4), 404–14.
Dixon, N. M. (1993). Organizational Learning (Report 111–93). Ontario Google Scholar: The Conference Board of Canada.
Dorner, D. (1989/1996, English translation). The Logic of Failure: Recognizing and Avoiding Error in Complex Situations. New York Google Scholar: Basic Books.
Dossick, C. S., and Neff, G. (2010). “Organizational divisions in BIM-enabled commercial construction.” Construction Engineering Management, 136 CrossRef | Google Scholar(4), 459–67.
Duffy, M. K., and Shaw, J. D. (2000). “The Salieri syndrome: consequences of envy in groups.” Small Group Research, 31 CrossRef | Google Scholar(1), 3–23.
Durkheim, E. (1966/1938). The Rules of Sociological Method. New York Google Scholar: Free Press.
Dutton, W. H. (1996). “Network rules of order: regulating speech in public electronic fora.” Media, Culture and Society, 18 CrossRef | Google Scholar, 269–90.
Dutton, W. H., and Kraemer, K. L. (1980). “Automating bias.” Society, 17 CrossRef | Google Scholar(2), 36–41.
Eco, U. (1994). “How to replace a driver's license.” In How to Travel with a Salmon and Other Essays (pp. 9–18). New York Google Scholar: Harcourt Brace.
Edmondson, A. C. (1996). “Learning from mistakes is easier said than done: group and organizational influences on the detection and correction of human error.” The Journal of Applied Behavioral Science, 40 CrossRef | Google Scholar(1), 66–90.
Edmondson, A. C. (1999). “Psychological safety and learning behavior in work teams.” Administrative Science Quarterly, 44 CrossRef | Google Scholar(4), 350–83.
Edmondson, A. C. (2004). “Learning from failure in health care: frequent opportunities, pervasive barriers.” Quality and Safety in Health Care, 31 Google Scholar(Suppl. 2), ii3–ii9.
Edmondson, A. C., Ferlins, E., Feldman, L., and Bohmer, R. (2005). “The recovery window: organizational learning following ambiguous threats.” In Farjoun, M. and Starbuck, W. (eds.), Organization at the Limit: Lessons from the Columbia Disaster (pp. 220–45). Boston Google Scholar: Blackwell.
Edney, J. (1980). “The commons problems: alternative perspectives.” American Psychologist, 35 CrossRef | Google Scholar, 131–50.
Ehrlich, S. (1987). “Strategies for encouraging successful adoption of office communication systems.” ACM Transactions on Office Information Systems, 5 CrossRef | Google Scholar(4), 340–57.
Einhorn, H. J., and Hogarth, R. M. (1978). “Confidence in judgment: persistence in the illusion of validity.” Psychological Review, 85 CrossRef | Google Scholar, 395–416.
Eisenberg, E. M. (1984). “Ambiguity as strategy in organizational communication.” Communication Monographs, 51 CrossRef | Google Scholar, 227–42.
Eisenberg, E. M., and Goodall, H. L. (1997). Organizational Communication: Balancing Creativity and Constraint (2nd edn). New York Google Scholar: St. Martin's Press.
Eisenhardt, K. M. (1989). “Agency theory: assessment and review.” Academy of Management Review, 14 CrossRef | Google Scholar(1), 57–74.
Eisenhardt, K. M., and Westcott, B. (1988). “Paradoxical demands and the creation of excellence: the case of just-in-time manufacturing.” In Quinn, R. and Cameron, K. (eds.), Paradox and Transformation: Toward a Theory of Change in Organization and Management (pp. 169–93). Cambridge, MA Google Scholar: Ballinger Publishing.
Ellis, R., Gudergan, S., and Johnson, L. (2001). “Through the looking glass: an agency theoretic foundation for the satisfaction mirror.” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14 Google Scholar, 120–4.
Elster, J. (1983). Sour Grapes: Studies in the Subversion of Rationality. Cambridge CrossRef | Google Scholar: Cambridge University Press.
Evans, R. S., Pestotnik, S. L., Classen, D. C., Bass, S. B., Menlove, R. L., Gardner, R. M., and Burke, J. P. (1992 Google Scholar). “Development of a computerized adverse drug event monitor.” In Proceedings of the Annual Symposium on Computerized Applications for Medical Care, pp. 23–7.
Eveland, J. D., and Bikson, T. K. (1989). “Work group structures and computer support: a field experiment.” ACM Transactions on Office Information Systems, 6 CrossRef | Google Scholar(4), 354–79.
Fairhurst, G., Cooren, F., and Cahill, D. (2002). “Discursiveness, contradiction, and unintended consequences in successive downsizings.” Management Communication Quarterly, 15 CrossRef | Google Scholar(4), 501–40.
Farson, R. (1996). Management of the Absurd: Paradoxes in Leadership. New York Google Scholar: Simon & Schuster.
Fedor, D., Rensvold, R., and Adams, S. (1992). “An investigation of factors expected to affect feedback seeking: a longitudinal field study.” Personnel Psychology, 45 CrossRef | Google Scholar(4), 779–806.
Feeley, M. (1992). The Process is the Punishment: Handling Cases in a Lower Criminal Court. Reprint edition. New York Google Scholar: Russell Sage Foundation Publications.
Feldman, M. S. (2000). “Organizational routines as a source of continuous change.” Organizational Science, 11 CrossRef | Google Scholar(6), 611–29.
Feldman, M. S., and March, J. (1981). “Information in organizations as signal and symbol.” Administrative Science Quarterly, 26 CrossRef | Google Scholar(2), 171–86.
Feldman, M. S., and Pentland, B. T. (2003). “Reconceptualizing organizational routines as a source of flexibility and change.” Administrative Science Quarterly, 48 CrossRef | Google Scholar, +–118.
Felin, T., and Foss, N. J. (2009). “Organizational routines and capabilities: historical drift and a course-correction toward microfoundations.” Scandinavian Journal of Management, 25 CrossRef | Google Scholar(2), 157–67.
Fine, M. (1983). “The social context and a sense of injustice: the option to challenge.” Representative Research in Social Psychology, 13 Google Scholar(1), 15–33.
Fiol, C. M., and Lyles, M. A. (1985). “Organizational learning.” Academy of Management, 10 Google Scholar(4), 803–13.
Fischoff, B. (1975). “Hindsight is not foresight: the effect of outcome knowledge on judgment under uncertainty.” Journal of Experimental Psychology: Human Perception and Performance, 1 Google Scholar(3), 288–99.
Fiske, S., and Taylor, S. (1984). Social Cognition. Reading, MA Google Scholar: Addison-Wesley.
Flanagin, A. J., Pearce, K., and Bondad-Brown, B. A. (2009). “The destructive potential of electronic communication technologies in organizations.” In Lutgen-Sandvik, P. and Sypher, B. D. (eds.), Destructive Organizational Communication: Processes, Consequences and Constructive Ways of Organizing (pp. 229–51). London Google Scholar: Routledge.
Ford, J. and Backoff, R. (1988). “Organizational changes in and out of dualities and paradox.” In Quinn, R. and Cameron, K. (1988). Paradox and Transformation: Toward a Theory of Change in Organization and Management (pp. 81–121). Cambridge, MA Google Scholar: Ballinger Publishing.
Ford, W., and Etienne, C. (1994). “Can I help you? A framework for the interdisciplinary research on customer service encounters.” Management Communication Quarterly, 7 CrossRef | Google Scholar(4), 413–41.
Fornell, C., and Westbrook, R. (1984). “The vicious circle of consumer complaints.” Journal of Marketing, 48 CrossRef | Google Scholar(3), 68–78.
Forrester, J. W. (1980). “System dynamics – future opportunities.” In Legasto, A., Jr., Forrester, J. W., and Lyneis, J. (eds.), System Dynamics (pp. 7–21). Amsterdam Google Scholar: North-Holland.
Frey, B. (1994). “How intrinsic motivation is crowded in and out.” Rationality and Society, 6 CrossRef | Google Scholar, 334–52.
Garvin, D. (1993). “Building a learning organization.” Harvard Business Review, 71 Google Scholar | PubMed(4), 78–91.
Gaskins, R. (1992). Burdens of Proof in Modern Discourse. New Haven Google Scholar: Yale University Press, pp i–xix and 1–11.
Gasser, L. (1986). “The integration of computing and routine work.” ACM Transactions on Office Information Systems, 4 CrossRef | Google Scholar(3), 205–25.
Gattiker, U. (1990). Technology Management in Organizations. Newbury Park Google Scholar: Sage.
Gell-Mann, M. (1994). The Quark and the Jaguar: Adventures in the Simple and the Complex. New York Google Scholar: W. H. Freeman.
Ghosh, X. M., and Sobek, D. K. II. (2007 Google Scholar). “Effective metaroutines for organizational problem solving.” Unpublished report. Mechanical and Industrial Engineering Department, Montana State University, Bozeman, MT. Online, available at: www.coe.montana.edu/ie/faculty/sobek/IOC_Grant/Metaroutines_workingpaper.pdf.
Giddens, A. (1984). The Constitution of Society. Berkeley Google Scholar: University of California.
Giddens, A. (1990). The Consequences of Modernity. Stanford Google Scholar: Stanford University Press.
Gilovich, T., Griffin, D., and Kahneman, D. (eds.) (2002). Heuristics and Biases: The Psychology of Intuitive Judgment. Cambridge CrossRef | Google Scholar: Cambridge University Press.
Gilsdorf, J. (1998). “Organizational rules on communicating: how employees are – and are not – learning the ropes.” Journal of Business Communication, 35 CrossRef | Google Scholar(2), 173–201.
Goffman, E. (1967). Interaction Ritual: Essays on Face-to-Face Behavior. Chicago Google Scholar: Aldine.
Goffman, E. (1974). Frame Analysis. New York Google Scholar: Harper and Row.
Goleman, D. (1985). Vital Lies Simple Truths: The Psychology of Self-deception. New York Google Scholar: Simon & Schuster.
Goodman, P. S. (2000). Missing Organizational Linkages: Tools for Cross-level Research. Thousand Oaks Google Scholar: Sage.
Goodman, P. S. (2001). “Understanding time lags.” Academy of Management Review, 26 Google Scholar(4), 651–5.
Goodman, P. S., and Rousseau, D. M. (2004). “Organizational change that produces results: the linkage approach.” Academy of Management Executive, 18 Google Scholar(3), 7–19.
Griffith, T. (1993). “Teaching big brother to be a team player: computer monitoring and quality.” Academy of Management Executive, 7 Google Scholar(1), 73–80.
Grisaffe, D. (2000). “Putting customer satisfaction in its place: broader organizational research perspectives versus measurement myopia.” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13 Google Scholar, 1–16.
Guennif, S., and Mangolte, P. A. (2002 Google Scholar). “The analysis of organizational routines: proposal for an analytic framework based on Nelson and Winter and Leibenstein.” Paper presented at conference on Empirical Research on Routines in Business and Economics: Towards a Research Program, Odense, France, November.
Gunaratne, S. A. (2008). “Understanding systems theory: transition from equilibrium to entropy.” Asian Journal of Communication, 18 CrossRef | Google Scholar(3), 175–92.
Habermas, J. (1984). The Theory of Communicative Action, vol. 1. Reason and the Rationalization of Society. Boston Google Scholar: Beacon Press.
Hackman, J. R. (1987). “The design of work teams.” In Lorsch, J. W. (ed.), Handbook of Organizational Behavior. Englewood Cliffs Google Scholar: Prentice Hall.
Hackman, J. R., and Morris, C. G. (1975). “Group tasks, group interaction process, and group performance effectiveness: a review and proposed integration.” In Berkowitz, L. (ed.), Advances in Experimental Social Psychology, vol. 8, pp. 45–99. New York Google Scholar: Academic Press.
Hafner, K. (2004 Google Scholar, December 30). “Customer service: the hunt for a human.” New York Times. Online, available at: www.nytimes.com/2004/12/30/technology/circuits/30serv.html?ex=1105472199andei=1anden=1e2635c40999f3a5.
Halbesleben, J. R. B., and Rathert, C. (2008). “The role of continuous quality improvement and psychological safety in predicting work-arounds.” Health Care Management Review, 33 CrossRef | Google Scholar | PubMed(2), 134–44.
Halbesleben, J. R. B., Wakefield, D. S., and Wakefield, B. J. (2008). “Work-arounds in health care settings: literature review and research agenda.” Health Care Management Review, 33 CrossRef | Google Scholar | PubMed(10), 2–12.
Halstead, D. (2002). “Negative word of mouth: substitute for or supplement to consumer complaints?Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15 Google Scholar, 1–12.
Haney, C., Banks, W. C., and Zimbardo, P. G. (1973) “A study of prisoners and guards in a simulated prison.” Naval Research Review, 30 Google Scholar, 4–17.
Hardin, G. (1968). “The tragey of the commons.” Science, 162 Google Scholar | PubMed(3859), 1243–8.
Harlos, K., and Pinder, C. (1999). “Patterns of organizational injustice: a taxonomy of what employees regard as unjust.” In Wagner, J. (ed.), Advances in Qualitative Organizational Research, vol. 2 (pp. 97–125). Stamford Google Scholar: JAI.
Harry, M., and Schroeder, R. (2000). Six Sigma. New York Google Scholar: Random House, Inc.
Heath, C., Larrick, R. P., and Klayman, J. (1998). “Cognitive repairs: how organizational practices can compensate for individual shortcomings.” Research in Organizational Behavior, 20 Google Scholar, 1–37.
Heaton, L., and Taylor, J. (2002). “Knowledge management and professional work: a communication perspective on the knowledge-based organization.” Management Communication Quarterly, 16 CrossRef | Google Scholar(2), 210–36.
Heinz, M., and Rice, R. E. (2009). “An integrated model of knowledge sharing in contemporary communication environments.” In Beck, C. (ed.), Communication Yearbook, vol. 33 (pp. 172–95). London Google Scholar: Routledge.
Heskett, J., Sasser, Jr., W. E., and Schlesinger, L. (1997). The Service Profit Chain. New York Google Scholar: Free Press.
Hirschheim, R. (1985). Office Automation: A Social and Organizational Perspective. Chichester Google Scholar: John Wiley.
Hirschorn, L. and Gilmore, R. (1980). “The application of family therapy concepts to influencing organizational behavior.” Administrative Science Quarterly, 25 CrossRef | Google Scholar(1), 18–37.
Hochschild, A. R. (1983, 2003). The Managed Heart: Commercializaiton of Human Feeling. Berkeley Google Scholar: University of California Press.
Hodgson, G. M. (2008). “The concept of a routine.” In Becker, M. (ed.), Handbook of Organizational Routines (pp. 15–28). New York Google Scholar: Edward Elgar.
Hodgson, G. M., and Knudsen, T. (2004). “The complex evolution of a simple traffic convention: the functions and implications of habit.” Journal of Economic Behavior and Organization, 54 CrossRef | Google Scholar, 19–47.
Huber, G. P. (1982). “Organizational information systems: determinants of their performance and behavior.” Management Science, 28 CrossRef | Google Scholar(2), 138–55.
Huber, G. P. (1990). “A theory of the effects of advanced information technologies on organizational design, intelligence, and decision making.” In Fulk, J. and Steinfield, C. (eds.), Organizations and Communication Technology (pp. 237–74). Newbury Park Google Scholar: Sage.
Huber, G. P. (1991). “Organizational learning: the contributing processes and the literatures.” Organization Science, 2 CrossRef | Google Scholar(1), 88–115.
Huefner, J. C., and Hunt, H. K. (2000). “Consumer retaliation as a response to dissatisfaction.” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13 Google Scholar, 61–82.
Hughes, E. C. (1951). “Mistakes at work.” Canadian Journal of Economics and Political Science, 17 CrossRef | Google Scholar, 320–7.
Hughes, T. (1998). Rescuing Prometheus. New York Google Scholar: Pantheon.
Huspek, M. (1994). “Critical and nonfoundational analyses: are they contradictory or complementary?” In Kovacic, B. (ed.), New Approaches to Organizational Communication (pp. 191–210). Albany Google Scholar: State University of New York.
Jamieson, K. H. (1995). Beyond the Double Bind: Women and Leadership. New York Google Scholar: Oxford University Press.
Johnson, B. McD. (1977). Communication: The Process of Organizing. Boston Google Scholar: Allyn and Bacon.
Johnson, B. McD., and Rice, R. E. (1987). Managing Organizational Innovation: The Evolution from Word Processing to Office Information Systems. New York Google Scholar: Columbia University Press.
Jones, T., and Sasser, W. E. (1998). “Why satisfied customers defect.” IEEE Engineering Management Review, 26 Google Scholar(3), 16–26.
Kahneman, D., Slovic, P., and Tversky, A. (1982). Judgment under Uncertainty: Heuristics and Biases. Cambridge CrossRef | Google Scholar: Cambridge University Press.
Kasouf, C. J., Celuch, K. G., and Strieter, J. C. (1995). “Consumer complaints as market intelligence: orienting context and conceptual framework.” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 8 Google Scholar, 59–68.
Katz, D., and Kahn, R. L. (1966). The Social Psychology of Organizations. New York Google Scholar: Wiley.
Katz, J. E., and Rice, R. E. (2002). Social Consequences of Internet use: Access, Involvement and Interaction. Cambridge, MA Google Scholar: The MIT Press.
Kaufman, O. (1999). Effective Consumer Complaining: Win – don't Whine. Philadelphia Google Scholar: Xlibris Corporation.
Keashly, L. (2001). “Interpersonal and systemic aspects of emotional abuse at work: the target's perspective.” Violence & Victims, 16 Google Scholar | PubMed(3), 233–68.
Keen, P. G. W. (1991). Shaping the Future: Business Design through Information Technology. Boston Google Scholar: Harvard Business School Press.
Kendall, K., and Kendall, J. (1999). Systems Analysis and Design (4th edn). New York Google Scholar: Prentice Hall.
Kerr, S. (1995). “On the folly of rewarding A while hoping for B.” Academy of Management Executive, 9 Google Scholar(1), 7–14.
Kesting, P. (2004 Google Scholar). “Stability and changeability of routines: mechanisms, opportunities, and obstacles.” Online, available at: www.gredeg.cnrs.fr/routines/PDF/Kesting1.pdf.
Kiesler, S., and Sproull, L. (1987). “The social process of technological change in organizations.” In Kiesler, S. and Sproull, L. (eds.), Computing and Change on Campus (pp. 28–40). Cambridge Google Scholar: Cambridge University Press.
King, R. C., and Xia, W. (1997). “Media appropriateness: effects of experience on communication media choice.” Decision Sciences, 28 CrossRef | Google Scholar(4), 877–910.
Kobayashi, M., Fussell, S. R., Xiao, Y., and Seagull, J. (2005). “Work coordination, work flow, and workarounds in a medical context.” CHI Late Breaking Results (pp. 1561–4). New York Google Scholar: ACM Press.
Koenig, A. (1995). “Patterns and antipatterns.” Journal of Object-oriented Programming, 8 Google Scholar(1), 46–8.
Kollock, P. (1998). “Social dilemmas: the anatomy of cooperation.” American Review of Sociology, 24 CrossRef | Google Scholar(1), 183–214.
Korac-Boisvert, N., and Kouzmin, A. (1994). “The dark side of info-age social networks in public organizations and creeping crises.” Administrative Theory, and Praxis, 16 Google Scholar(1), 57–82.
Krathwohl, D. R. (1993). Methods of Educational and Social Science Research. New York Google Scholar: Longman.
LaFrance, M. (1996). “Why we trust computers too much.” Technology Studies, 3 Google Scholar(2), 163–78.
Lamberton, D. M. (ed.) (1996). The Economics of Communication and Information. Cheltenham, UK and Brookfield, US Google Scholar: Edward Elgar.
LaPlante, P. A., and Neill, C. J. (2006). Antipatterns: Identification, Refactoring, and Management. New York Google Scholar: Auerbach Publications.
Laszlo, E. (1972). The Systems View of the World: The Natural Philosophy of the New Developments in the Sciences. New York Google Scholar: Braziller.
Latour, B. (2005). Reassembling the Social: An Introduction to Actor-Network-Theory. Oxford Google Scholar: Oxford University Press.
Lazaric, N., and Becker, M. C. (2007 Google Scholar). “On the concept of organizational routines.” Online, available at: www.gredeg.cnrs.fr/routines/library.html.
Lehr, J. K., and Rice, R. E. (2002). “Organizational measures as a form of knowledge management: a multitheoretic, communication-based exploration.” Journal of the American Society for Information Science and Technology, 53 CrossRef | Google Scholar(12), 1060–73.
Lehr, J. K., and Rice, R. E. (2005). “How are organizational measures really used?Quality Management Journal, 12 CrossRef | Google Scholar(3), 39–60.
Leibenstein, H. (1966). “Allocative efficiency and X-efficiency.” American Economic Review, 56 Google Scholar, 392–415.
Leibenstein, H. (1987). Inside the Firm: The Inefficiencies of Hierarchy. Cambridge, MA CrossRef | Google Scholar: Harvard University Press.
Lengnick-Hall, C. (1996). “Customer contributions to quality: a different view of the customer-oriented firm.” Academy of Management Review, 21 CrossRef | Google Scholar(3), 791–824.
Leonard, D. (1995). Wellsprings of Knowledge. Boston Google Scholar: Harvard Business School Press.
Levitt, B. S., and March, J. G. (1995). “Organizational learning.” In Cohen, M. D. and Sproull, L. S. (eds.), Organizational Learning (pp. 517–40). Thousand Oaks Google Scholar: Sage.
Lewin, K. (1943). “Defining the ‘Field at a Given Time.’Psychological Review, 50 CrossRef | Google Scholar, 292–310.
Lewis, M. W. (2000). “Exploring paradox: toward a more comprehensive guide.” Academy of Management Review, 25 CrossRef | Google Scholar(4), 760–76.
Liebrand, W., Messick, D., and Wilke, H. (eds.) (1992). Social Dilemmas. Oxford Google Scholar: Pergamon Press.
Lievrouw, L. (2008). “Oppositional new media, ownership, and access: from consumption to reconfiguration and remediation.” In Rice, R. E. (ed.), Media Ownership: Research and Regulation (pp. 391–416). Cresskill Google Scholar: Hampton Press.
Littlejohn, S. W. (1983). Theories of Human Communication (2nd edn). Belmont Google Scholar: Wadsworth.
Litzky, B. E., Eddleston, K. A., and Kidder, D. L. (2006). “The good, the bad, and the misguided: how managers inadvertently encourage deviant behaviors.” Academy of Management Perspective, 20 CrossRef | Google Scholar(1), 91–103.
Lucas, H. C. (1981). Implementation: The Key to Successful Information Systems. New York Google Scholar: Columbia University Press.
Lukasiewicz, J. (1994). The Ignorance Explosion: Understanding Industrial Civilization. Ottawa Google Scholar: Carlton University Press.
Luscher, L. S., and Lewis, M. W. (2008). “Organizational change and managerial sensemaking: working through paradox.” Academy of Management Journal, 51 CrossRef | Google Scholar(2), 221–40.
Lutgen-Sandvik, P. (2003). “The communicative cycle of employee emotional abuse: generation and regeneration of workplace mistreatment.” Management Communication Quarterly, 16 CrossRef | Google Scholar(4), 471–501.
Majchrzak, A., Rice, R. E., Malhotra, A., King, N., and Ba, S. (2000). “Technology adaptation: the case of a computer-supported inter-organizational virtual team.” MIS Quarterly, 24 CrossRef | Google Scholar(4), 569–600.
Malone, P. C. (2002). Organizational Conflict: Coworker “Backstabbing” Google Scholar. Unpublished Master's thesis, The University of Southern Mississippi.
Malone, P. C. (2004 Google Scholar). “Malicious envy in the workplace.” Austin: Dept of Communication Studies, University of Texas. Paper presented to ICA conference, May, New Orleans.
March, J. G. (1991). “Exploration and exploitation in organizational learning.” Organization Science, 2 CrossRef | Google Scholar, 71–87.
March, J., and Olsen, J. (1976). Ambiguity and Choice in Organization. Oslo Google Scholar: Universitetsforlaget.
March, J. G., and Simon, H. A. (1958). Organizations. New York Google Scholar: Wiley.
Markham, A. (1996). “Designing discourse: a critical analysis of strategic ambiguity and workplace control.” Management Communication Quarterly, 9 CrossRef | Google Scholar(4), 389–421.
Markus, M. L. (1984). “System design features.” In Systems in Organisations: Bugs and Features (pp. 13–35). Boston Google Scholar: Pitman.
Markus, M. L. (1987). “Toward a ‘critical mass’ theory of interactive media, universal access, interdependence and diffusion.” Communication Research, 14 CrossRef | Google Scholar(5), 491–511.
Markus, M. L. (1990). “Toward a critical mass theory of interactive media.” In Fulk, J. and Steinfield, C. (eds.), Organizations and Communication Technology (pp. 194–218). Newbury Park Google Scholar: Sage.
Markus, M. L. (2001). “Toward a theory of knowledge reuse: types of knowledge reuse situations and factors in reuse success.” Journal of Management Information Systems, 18 Google Scholar(1), 57–93.
Marschak, J. (1968). “Economies of inquiring, communicating, deciding.” American Economic Review, 58 Google Scholar(2), 1–18.
Maruyama, M. (1963). “Deviation-amplifying mutual causal processes.” American Scientist, 51 Google Scholar(2), 164–79.
Marvin, C. (1988). When Old Technologies were New. New York Google Scholar: Oxford University Press
Masuch, M. (1985). “Vicious circles in organizations.” Administrative Science Quarterly, 30 CrossRef | Google Scholar(1), 14–33.
McGregor, J. (2008 Google Scholar, February 21). “Consumer vigilantes – memo to corporate America: hell now hath no fury like a customer scorned.” Business Week, Special Report. Online, available at: www.businessweek.com/magazine/content/08_09/b4073038437662.htm?chan=top+news_top+news+index_best+of+bw.
McKinley, W., and Scherer, A. (2000). “Some unanticipated consequences of organizational restructuring.” Academy of Management Review, 25 CrossRef | Google Scholar(4), 735–52.
Meares, M., Oetzel, J., Torres, A., Derkacs, D., and Ginossar, T. (2004). “Employee mistreatment and muted voices in the culturally diverse workplace.” Journal of Applied Communication Research, 32 CrossRef | Google Scholar(1), 4–27.
Mees, A. (1986). “Chaos in feedback systems.” In Holden, A. V. (ed.), Chaos (pp. 99–110). Manchester Google Scholar: Manchester University Press.
Merton, R. K. (1936). “The unanticipated consequences of purposive social action.” American Sociological Review, 1 CrossRef | Google Scholar, 894–904.
Merton, R. K. (1940). “Bureaucratic structure and personality.” Social Forces, 17 CrossRef | Google Scholar(4), 560–8.
Messick, D. M., and Brewer, M. B. (1983). “Solving social dilemmas: a review.” In Wheeler, L. and Shaver, P. (eds.), Review of Personality and Social Psychology (pp. 11–44). Beverly Hills Google Scholar: Sage Publications.
Michael, D. N. (1976). On Learning to Plan and Planning to Learn. San Francisco Google Scholar: Jossey-Bass.
Mieczkowski, B. (1991). Dysfunctional Bureaucracy: A Comparative and Historical Perspective. Lanham Google Scholar: University Press of America.
Miles, M. B., and Huberman, A. M. (1994). Qualitative Data Analysis. Thousand Oaks Google Scholar: Sage.
Milgram, S. (1974). Obedience to Authority: An Experimental View. New York Google Scholar: Harper & Row.
Miner, A., Amburgey, T., and Stearns, T. (1990). “Interorganizational linkages and population dynamics: buffering and transformational shields.” Administrative Science Quarterly, 36 CrossRef | Google Scholar, 689–713.
Miner, F. C. (1990). “Jealousy on the job.” Personnel Journal, 69 Google Scholar(April), 89–95.
Mintz, M., and Cohen, G. (1976). Power Incorporated. New York Google Scholar: Viking Press.
Moberg, D. (2006). “Best intentions, worst results: grounding ethics students in the realities of organizational context.” Academy of Management Learning & Education, 5 CrossRef | Google Scholar(3), 307–16.
Molinski, A. (1997). “Sanding down the edges: paradoxical impediments to organizational change.” The Journal of Applied Behavioral Science, 35 CrossRef | Google Scholar(1), 8–24.
Moon, Y., and Nass, C. (1996). “How ‘real’ are computer personalities? Psychological responses to personality types in human-computer interaction.” Communication Research, 23 CrossRef | Google Scholar(6), 651–74.
Morath, J., and Turnbull, J. E. (2005). To Do No Harm: Ensuring Patient Safety in Health Care Organizations. San Francisco Google Scholar: Jossey-Bass.
Morgan, G. (1986). Images of Organizations. Newbury Park Google Scholar: Sage.
Moscovici, S., and Zavalloni, M. (1969). “The group as a polarizer of attitudes.” Journal of Personality and Social Psychology, 12 CrossRef | Google Scholar, 125–35.
Nash, J. (1990). “Working at and working: computer fritters.” Journal of Contemporary Ethnography, 19 CrossRef | Google Scholar(2), 207–25.
Natale, E. J., Papa, M. J., and Graham, E. (1994). “Feminist philosophy and the transformation of organizational communication.” In Kovacic, B. (ed.), New Approaches to Organizational Communication (pp. 245–70). Albany Google Scholar: State University of New York.
Needleman, M. L., and Needleman, C. (1979). “Organizational crime.” Sociological Quarterly, 20 CrossRef | Google Scholar, 517–28.
Nelson, R., and Winter, S. (1982). Organizational Capabilities and Behavior: An Evolutionary Theory of Economic Change. Cambridge, MA Google Scholar: Harvard University Press.
Nithamyong, P., and Skibniewski, M. J. (2006). “Success/failure factors and performance measures of web-based construction project management systems: professionals' viewpoint.” Journal of Construction Engineering and Management, 132 CrossRef | Google Scholar(1), 80–7.
Nonaka, I. (1988). “Creating organizational order out of chaos: self-renewal in Japanese firms.” California Management Review, 30 CrossRef | Google Scholar(3), 57–73.
Norman, D. A. (1981). “Categorization of action slips.” Psychological Review, 88 CrossRef | Google Scholar, 1–15.
Nunamaker, J. F., Dennis, A. R., Valacich, J. S., Vogel, D. R., and George, J. F. (1991). “Electronic meeting systems to support group work.” Communications of the ACM, 34 CrossRef | Google Scholar(7), 40–61.
O'Dell, C., and Grayson, C. J. (1998). If Only We Knew What We Know: The Transfer of Internal Knowledge and Best Practice. New York Google Scholar: The Free Press.
Olson-Buchanan, J. B., and Boswell, W. (2008). “An integrative model of experiencing and responding to mistreatment at work.” Academy of Management Review, 33 CrossRef | Google Scholar(1), 76–96.
Orasanu, J., and Connolly, T. (1993). “The reinvention of decision making.” In Klein, G., Orasanu, J., Calderood, R., and Zsambok, C. (eds.), Decision Making in Action: Models and Methods (pp. 3–20). Norwood Google Scholar: Ablex.
Orlikowski, W. J. (1991). “Integrated information environment or matrix of control? The contradictory implications of information technology.” Accounting, Management and Information Technologies, 1 CrossRef | Google Scholar(1), 9–42.
Orlikowski, W. J. (1996). “Improvising organizational transformation over time: a situated change perspective.” Information Systems Research, 7 CrossRef | Google Scholar, 63–92.
Osgood, C. E. (1962). An Alternative to War or Surrender. Urbana Google Scholar: University of Illinois Press.
Pace, R. W., and Faules, D. F. (1994). Organizational Communication. Englewood Cliffs Google Scholar: Prentice Hall.
Palazzoli, M., Boscolo, L., Cecchin, G., and Prata, G. (1978). Paradox and Counterparadox: A New Model in the Therapy of the Family in Schizophrenic Transaction. New York Google Scholar: Jason Aronson.
Pasmore, W. (1988). Designing Effective Organizations: The Sociotechnical Systems Perspective. New York Google Scholar: Wiley.
Paton, R. (2003). Managing and Measuring Social Enterprises. Thousand Oaks Google Scholar: Sage.
Pava, C. (1983). Managing New Office Technology. New York Google Scholar: Free Press.
Pentland, B. T. (2003). “Conceptualizing and measuring variety in organizational work processes.” Management Science, 49 CrossRef | Google Scholar(7), 857–70.
Pentland, B. T., and Feldman, M. S. (2005). “Organizational routines as a unit of analysis.” Industrial and Corporate Change, 14 CrossRef | Google Scholar(5), 793–815.
Pentland, B. T., and Feldman, M. S. (2008). “Designing routines: on the folly of designing artifacts, while hoping for patterns of action.” Information and Organization, 18 CrossRef | Google Scholar, 235–50.
Perrow, C. (1984). Normal Accidents: Living with High-risk Technologies. New York Google Scholar: Basic Books.
Peterson, I. (1993). Newton's Clock: Chaos in the Solar System. New York Google Scholar: Freeman, and Co.
Pettigrew, A. (1972). “Information control as a power resource.” Sociology, 6 CrossRef | Google Scholar(2), 187–204.
Pfeffer, J., and Sutton, R. (2000). The Knowing-Doing Gap: How Smart Companies Turn Knowledge into Action. Boston Google Scholar: Harvard Business School Press.
Pidgeon, N., Kasperson, R. E., and Slovic, P. (eds.) (2003). The Social Amplification of Risk. Cambridge CrossRef | Google Scholar: Cambridge University Press.
Pinch, T. J., and Bijker, W. E. (1984). “The social construction of facts and artefacts.” Social Studies of Science, 14 CrossRef | Google Scholar(3), 399–441.
Platt, J. (1973). “Social traps.” American Psychologist, 28 CrossRef | Google Scholar(8), 641–51.
Pogue, D. (2003 Google Scholar). “Checking your bill for a new charge called ‘oops’.” New York Times, December 4, Circuit Section G1, pp. 1 and 9.
Polanyi, M. (1966). The Tacit Dimension. London Google Scholar: Routledge and Kegan Paul.
Poole, M. S., Seibold, D. R., and McPhee, R. D. (1985). “Group decision-making as a structurational process.” Quarterly Journal of Speech, 71 CrossRef | Google Scholar(1), 74–102.
Posner, R. (2004). Catastrophe: Risk and Response. Oxford Google Scholar: Oxford University Press.
Putnam, L. (1986). “Contradictions and paradoxes in organizations.” In Thayer, L. L. (ed.), Organizational Communication: Emerging Perspectives (pp. 151–67). Norwood Google Scholar: Ablex.
Quevedo, R. (1991). “Quality, waste, and value in white-collar environments.” Quality Progress Google Scholar, January, 33–7.
Quinn, R., and Cameron, K. (1988). “Paradox and transformation: a framework for viewing organization and management.” In Quinn, R. and Cameron, K. (eds.), Paradox and Transformation: Toward a Theory of Change in Organization and Management (pp. 289–308). Cambridge, MA Google Scholar: Ballinger Publishing.
Reason, J. T. (1984). “Lapses of attention in everyday life.” In Parasuraman, R. and Davies, D. R. (eds.), Varieties of Attention (pp. 515–49). Orlando Google Scholar: Academic Press.
Reason, J. T. (1990). Human Error. New York CrossRef | Google Scholar: Cambridge University Press.
Reason, J. T. (1997). Managing the Risks of Organizational Accidents. Aldershot Google Scholar: Ashgate.
Rice, R. E. (1987). “Computer-mediated communication and organizational innovation.” Journal of Communication, 37 CrossRef | Google Scholar(4), 65–94.
Rice, R. E. (1990). “Computer-mediated communication system network data: theoretical concerns and empirical examples.” International Journal of Man-Machine Studies, 32 CrossRef | Google Scholar(6), 627–47.
Rice, R. E. (1993). “Media appropriateness: using social presence theory to compare traditional and new organizational media.” Human Communication Research, 19 CrossRef | Google Scholar(4), 451–84.
Rice, R. E. (2004). “Social aspects of implementing a medical information system: cure or symptom?” In Whitten, P. and Cook, D. (eds.), Understanding Health Communications Technologies: A Case Study Approach (pp. 19–29). San Francisco Google Scholar: Jossey-Bass.
Rice, R. E. (2009a). “Sociological and technological interdependencies of new media.” Journal of Computer-Mediated Communication, 14 CrossRef | Google Scholar(3), 714–19.
Rice, R. E. (2009b). “Diffusion of innovations: theoretical extensions.” In Nabi, R. and Oliver, M. B. (eds.), Handbook of Media Effects (pp. 489–503). Thousand Oaks Google Scholar: Sage.
Rice, R. E., and Bair, J. (1984). “New organizational media and productivity.” In Rice, R. E. (ed.), The New Media: Communication, Research and Technology (pp. 185–215). Beverly Hills Google Scholar: Sage.
Rice, R. E., and Danowski, J. (1993). “Is it really just like a fancy answering machine? Comparing semantic networks of different types of voice mail users.” Journal of Business Communication, 30 CrossRef | Google Scholar(4), 369–97.
Rice, R. E., and Gattiker, U. (2001). “New media and organizational structuring.” In Jablin, F., and Putnam, L. (eds.), New Handbook of Organizational Communication (pp. 544–81). Newbury Park Google Scholar: Sage.
Rice, R. E., and Schneider, S. (2006). “Information technology: analyzing paper and electronic desktop artifacts.” In Lin, C. and Atkin, D. (eds.), Communication Technology and Social Change: Theory, Effects, and Applications (pp. 101–21). Mahwah Google Scholar: Lawrence Erlbaum Associates.
Rice, R. E., and Shook, D. (1988). “Access to, usage of, and outcomes from an electronic message system.” ACM Transactions on Office Information Systems, 6 CrossRef | Google Scholar(3), 255–76.
Rice, R. E., and Shook, D. (1990). “Voice messaging, coordination and communication.” In Galegher, J., Kraut, R., and Egido, C. (eds.), Intellectual Teamwork: Social and Technological Bases of Cooperative Work (pp. 327–50). New Jersey Google Scholar: Erlbaum.
Rice, R. E., and Steinfield, C. (1994). “New forms of organizational communication via electronic mail and voice messaging.” In Erik Andriessen, J. and Roe, R. (eds.), Telematics and Work (pp. 109–37). East Sussex Google Scholar: Lawrence Erlbaum.
Rice, R. E., and Tyler, J. (1995). “Individual and organizational influences on voice mail use and evaluation.” Behaviour and Information Technology, 14 CrossRef | Google Scholar(6), 329–41.
Rice, R. E., McCreadie, M., and Chang, S.-J. (2001). Accessing and Browsing Information and Communication. Cambridge, MA Google Scholar: The MIT Press.
Ritzer, G. (1993). “The irrationality of rationality: traffic jams on those ‘Happy Trails’.” In The McDonaldization of Society: An Investigation into the Changing Character of Contemporary Social Life (pp. 121–46). Thousand Oaks Google Scholar: Pine Forge Press.
Roberto, M. A., Bohmer, R. M. J., and Edmondson, A. C. (2006). “Facing ambiguous threats.” Harvard Business Review, 84 Google Scholar | PubMed, 106–13.
Roberts, K., and Bea, R. (2001). “Must accidents happen? Lessons from high-reliability organizations.” Academy of Management Executive, 15 Google Scholar(3), 70–8.
Robinson, S. L., and Greenberg, J. (1998). “Employees behaving badly: dimensions, determinants and dilemmas in the study of workplace deviance.” In Cooper, C. L. and Rousseau, D. M. (eds.), Trends in Organizational Behavior, vol. 5 (pp. 1–30). New York Google Scholar: Wiley.
Rochlin, G. (1998). Trapped in the Net: The Unanticipated Consequences of Computerization. Princeton Google Scholar: Princeton University Press.
Rodgers, R. (1992). “Antidotes for the idiot's paradox.” In Gattiker, U. (ed.), Technological Innovation and Human Resources, vol. 3 (pp. 227–71). Berlin Google Scholar: Walter de Gruyter.
Rogers, E. M. (2003). Diffusion of Innovations (5th edn). New York Google Scholar: Free Press.
Rogers, E. M., and Kincaid, D. L. (1981). Communication Networks: Toward a New Paradigm for Research. New York Google Scholar: Free Press.
Romm, C. T. (1998). Virtual Politicking: Playing Politics in Electronically Linked Organizations. Cresskill Google Scholar: Hampton Press.
Rosa, P. (1995). Idiot Letters: One Man's Relentless Assault on Corporate America. New York Google Scholar: Doubleday Publishing.
Ruane, J., Cerulo, K., and Gerson, J. (1994). “Professional deceit: normal lying in an occupational setting.” Sociological Focus, 27 CrossRef | Google Scholar(2), 91–109.
Rumelhart, D. E. (1980). “Schemata: the building blocks of cognition.” In Spiro, R. J., Bruce, B. C., and Brewer, W. F. (eds.), Theoretical Issues in Reading Comprehension: Perspectives from Cognitive Psychology, Linguistics, Artificial Intelligence and Education (pp. 33–58). Hillsdale Google Scholar: Lawrence Erlbaum.
Russo, J. E., and Schoemaker, P. J. H. (1989). Decision Traps: Ten Barriers to Brilliant Decision-making and How to Overcome Them. New York Google Scholar: Doubleday.
Rutte, C. (1990). “Solving organizational social dilemmas.” Social Behavior, 5 Google Scholar, 285–94.
Sandler, T. (2001). “Knowledge is power: asymmetric information.” In Economic Concepts for the Social Sciences (pp. 110–29). Cambridge CrossRef | Google Scholar: Cambridge University Press.
Schein, E. (1994). “Innovative cultures and organizations.” In Allen, T. and Scott-Morton, M. (eds.), Information Technology and the Corporation of the 1990s: Research Studies (pp. 125–46). New York Google Scholar: Oxford University Press.
Schelling, T. C. (1978). Micromotives and Macrobehavior. New York Google Scholar: Norton.
Schneider, B., and Bowen, D. (1993). “The service organization: human resources management is crucial.” Organizational Dynamics, 21 CrossRef | Google Scholar(4), 39–52.
Schulman, P. R. (1989). “The ‘logic’ of organizational irrationality.” Administration & Society, 21 CrossRef | Google Scholar, 31–3.
Schultze, U. and Orlikowski, W. (2004). “A practice perspective on technology-mediated network relations: the use of internet-based self-serve technologies.” Information Systems Research, 15 CrossRef | Google Scholar(1), 87–106.
Scott Morton, M. S. (ed.) (1991). The Corporation of the 1990s: Information Technology and Organizational Transformation. New York Google Scholar: Oxford University Press.
Seiders, K., and Berry, L. (1998). “Service Fairness: What it is and Why it Matters.” Academy of Management Executive, 12 Google Scholar(3), 8–20.
Seymour, J. (1990). “Column: little horror stories.” PC Magazine Google Scholar, April 24, 79–80.
Shapiro, C., and Varian, H. R. (1999). Information Rules: A Strategic Guide to the Network Economy. Boston Google Scholar: Harvard Business School Press.
Shirky, C. (2008). Here Comes Everybody: The Power of Organizing without Organizations. New York Google Scholar: Penguin Press.
Siggelkow, N., and Rivkin, J. (2006). “When exploration backfires: unintended consequences of multilevel organizational search.” Academy of Management Journal, 49 CrossRef | Google Scholar(4), 779–95.
Simard, C., and Rice, R. E. (2006). “Managerial information behavior: relationships among total quality management orientation, information use environments, and managerial roles.” Total Quality Management and Business Excellence, 17 CrossRef | Google Scholar(1), 79–95.
Simard, C., and Rice, R. E. (2007). “The practice gap: barriers to the diffusion of best practices.” In McInerney, C. R. and Day, R. E. (eds.), Re-thinking Knowledge Management: From Knowledge Objects to Knowledge Processes (pp. 87–124). Dordrecht Google Scholar: Springer-Verlag.
Simon, H. A. (1991). “Bounded rationality and organizational learning.” Organization Science, 2 CrossRef | Google Scholar(1), 125–34.
Singer, B. (1973). Feedback and Society: A Study of the Uses of Mass Channels for Coping. Lexington Google Scholar: Lexington Books.
Singer, B. (1977). “Incommunicado social machines.” Social Policy, 8 Google Scholar(6), 88–93.
Singer, B. (1978). “Assessing social errors.” Social Policy, 9 Google Scholar(5), 27–34.
Singer, B. (1980). “Crazy systems and Kafka circuits.” Social Policy, 11 Google Scholar(2), 46–54.
Singer, S. J., and Edmondson, A. C. (2008). “When learning and performance are at odds: confronting the tension.” In Kumar, P. and Ramsey, P. (eds.), Learning and Performance Matter (Chapter 3). Hackensack and Singapore Google Scholar: World Scientific Books.
Siporin, M., and Gummer, B. (1988). “Lessons from family therapy: the potential of paradoxical interventions in organizations.” In Quinn, R. and Cameron, K. (eds.), Paradox and Transformation: Toward a Theory of Change in Organization and Management (pp. 205–27). Cambridge, MA Google Scholar: Ballinger Publishing.
Sitkin, S., Sutcliffe, K., and Barrios-Choplin, J. (1992). “A dual-capacity model of communication media choice in organizations.” Human Communication Research, 18 CrossRef | Google Scholar(4), 563–98.
Sless, D. (1988). “Forms of control.” Australian Journal of Communication, 14 Google Scholar, 57–69.
Smith, P. (1993). “Outcome-related performance indicators and organizational control in the public sector.” British Journal of Management, 4 CrossRef | Google Scholar, 135–51.
Snook, S. A. (2000). Friendly Fire: The Accidental Shootdown of US Black Hawks over Northern Iraq. Princeton CrossRef | Google Scholar: Princeton University Press.
Solomon, M. (2002). Working with Difficult People (2nd edn). Upper Saddle River Google Scholar: Prentice Hall.
Spender, J.-C. (1998). “Pluralist epistemology and the knowledge-based theory of the firm.” Organization, 5 CrossRef | Google Scholar(2), 233–56.
Spitzberg, B. (1993). “The dialectics of (in)competence.” Journal of Social and Personal Relationships, 10 CrossRef | Google Scholar(1), 137–58.
Sproull, L., and Kiesler, S. (1991). Connections: New Ways of Working in the Networked Organization. Cambridge, MA Google Scholar: The MIT Press.
Starbuck, W. H. (1988). “Surmounting our human limitations.” In Quinn, R., and Cameron, K. (eds.), Paradox and Transformation: Toward a Theory of Change in Organization and Management (pp. 65–80). Cambridge, MA Google Scholar: Ballinger Publishing.
Starbuck, W. H., and Milliken, F. J. (1988). “Challenger: fine-tuning the odds until something breaks.” Journal of Management Studies, 25 CrossRef | Google Scholar(4), 319–40.
Stauss, B., and Seidel, W. (2005). Complaint Management: The Heart of CRM. Mason Google Scholar: Thomson South-Western.
Staw, B. M., Sandelands, L. E., and Dutton, J. E. (1981). “Threat-rigidity effects in organizational behavior: a multilevel analysis.” Administrative Science Quarterly, 26 CrossRef | Google Scholar, 501–24.
Steiner, I. D. (1972). Group Process and Productivity. New York Google Scholar: Academic Press.
Stewart, D. M., and Chase, R. B. (1999). “The impact of human error on delivering service quality.” Production and Operations Management, 8 CrossRef | Google Scholar(3), 240–63.
Stohl, C., and Cheney, G. (2001). “Participatory process/paradoxical practices: communication and the dilemmas of organizational democracy.” Management Communication Quarterly, 41 CrossRef | Google Scholar(3), 349–407.
Stohl, C., and Schell, S. (1991). “A communication-based model of a small-group dysfunction.” Management Communication Quarterly, 5 CrossRef | Google Scholar(1), 90–110.
Strassman, P. (1983). The Information Payoff: The Transformation of Work in the Electronic Age. New York Google Scholar: Macmillan.
Sundaramurthy, C., and Lewis, M. (2003). “Control and collaboration: paradoxes of governance.” Academy of Management Review, 28 CrossRef | Google Scholar(3), 397–415.
Sunstein, C. R. (2005). Laws of Fear: Beyond the Precautionary Principle. Cambridge CrossRef | Google Scholar: Cambridge University Press.
Sunstein, C. R. (2007). Worst Case Scenarios. Cambridge, MA CrossRef | Google Scholar: Harvard University Press.
Susskind, A. (2000). “Efficacy and outcome expectations related to customer complaints about service experiences.” Communication Research, 27 CrossRef | Google Scholar(3), 353–78.
Susskind, A. (2001). “I told you so! Restaurant customers' word-of-mouth communication patterns.” Cornell Hotel and Restaurant Administration Quarterly, 43 Google Scholar(2), 75–85.
Susskind, A., Kacmar, K. M., and Borchgrevink, C. (2003). “Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.” Journal of Applied Psychology, 88 CrossRef | Google Scholar | PubMed(1), 179–87.
Taleb, N. N. (2007). The Black Swan: The Impact of the Highly Improbable. New York Google Scholar: Random House.
Tarnas, R. (1991). The Passion of the Western Mind: Understanding the Ideas that have Shaped Our World View. New York Google Scholar: Ballantine.
Tavris, C., and Aronson, E. (2007). Mistakes Were Made (But Not by Me): Why We Justify Foolish Beliefs, Bad Decisions, and Hurtful Acts. New York Google Scholar: Harcourt.
Tax, S., and Brown, S. (1998). “Recovering and learning from service failure.” Sloan Management Review, 40 Google Scholar(1), 75–88.
Taylor, J. R., Flanagin, A. J., Cheney, G., and Seibold, D. R. (2000). “Organizational communication research: key moments, central concerns, and future challenges.” In Gudykunst, W. B. (ed.), Communication Yearbook 24 (pp. 99–137). Thousand Oaks Google Scholar: Sage Publications.
Tenner, E. (1997). Why Things Bite Back: Technology and the Revenge of Unintended Consequences. New York Google Scholar: Vintage.
Thayer, L. (1988). “How does information ‘inform’.” In Ruben, B. D. (ed.), Information and Behavior, vol. 2 (pp. 13–26). New Brunswick Google Scholar: Transaction Books.
Thompson, K. (1998). “Confronting the paradoxes in a Total Quality environment.” Organizational Dynamics, 26 CrossRef | Google Scholar(3), 62–74.
Thompson, M. (1988). “Being, thought and action.” In Quinn, R. and Cameron, K. (eds.), Paradox and Transformation: Toward a Theory of Change in Organization and Management (pp. 123–35). Cambridge, MA Google Scholar: Ballinger Publishing.
Tilly, C. (2008). Credit and Blame. Princeton CrossRef | Google Scholar: Princeton University Press.
Titmuss, R. M. (1970). The Gift Relationship: From Human Blood to Social Policy. London Google Scholar: Allen and Unwin.
Tompkins, P. K., and Cheney, G. (1983). “Account analysis of organizational decision making and identification.” In Putnam, L. and Pacanowsky, M. (eds.), Communication and Organization: An Interpretive Approach (pp. 123–46). Beverly Hills Google Scholar: Sage.
Tovstiadi, K., and Beebe, S. (2006). “Cliches in the intercultural communication context.” In Rozina, I. N. (ed.), Communication Theory and Practice, 4, 76–92. Rostov-on-Don, Russia Google Scholar: Institute of Management, Business and Law.
Tsoukas, H., and Chia, R. (2002). “On organizational becoming: rethinking organizational change.” Organization Science, 13 CrossRef | Google Scholar(5), 567–82.
Tucker, A. L. (2004). “The impact of operational failures on hospital nurses and their patients.” Journal of Operations Management, 22 CrossRef | Google Scholar(2), 151–69.
Tucker, A. L., and Edmondson, A. C. (2003). “Why hospitals don't learn from failures: organizational and psychological dynamics that inhibit system change.” California Management Review, 45 CrossRef | Google Scholar(2), 34–54.
Tucker, A. L., and Spear, S. J. (2006). “Operational failures and interruptions in hospital nursing.” Health Services Research, 41 CrossRef | Google Scholar | PubMed(3 Pt. 1), 643–62.
Tucker, A. L., Singer, S. J., Hayes, J. E., and Falwell, A. (2008). “Front-line staff perspectives on opportunities for improving the safety and efficiency of hospital work systems.” Health Services Research, 43 CrossRef | Google Scholar | PubMed(5 Pt. 2), 1807–29.
Turner, B. A. (1976). “The organizational and interorganizational development of disasters.” Administrative Science Quarterly, 21 CrossRef | Google Scholar, 378–97.
Turner, B. A. (1990). “Failed artifacts.” In Gagliardi, P. (ed.), Symbols and Artifacts: Views of the Corporate Landscape (pp. 365–84). New York Google Scholar: de Gruyter.
Turner, S. F. (2005 Google Scholar). “Solid waste collection: examining the impact of organizational routines on organizational performance.” Second conference on organizational routines (Nice, 2005). Online, available at: www.gredeg.cnrs.fr/routines/workshop/papers/Turner.pdf.
Umiker, W. (1994). Coping with Difficult People in the Health Care Setting. Chicago Google Scholar: American Society of Clinical Pathologists.
Ven, A. H. (1986). “Central problems in the management of innovation.” Management Science, 32 Google Scholar(5), 590–607.
Ven, A. H., and Poole, M. S. (1988). “Paradoxical requirements for a theory of organizational change.” In Quinn, R. and Cameron, K. (eds.), Paradox and Transformation: Toward a Theory of Change in Organization and Management (pp. 19–63). Cambridge, MA Google Scholar: Ballinger Publishing.
Lancker-Sidtis, D., and Rallon, G. (2004). “Tracking the incidence of formulaic expressions in everyday speech: methods for classification and verification.” Language and Communication, 24 CrossRef | Google Scholar, 207–40.
Lange, P., Liebrand, W., Messick, D., and Wilke, H. (1992). “Introduction and literature review.” In Liebrand, W., Messick, D., and Wilke, H. (eds.), Social Dilemmas: Theoretical Issues and Research Findings (pp. 3–28). Oxford Google Scholar: Pergamon Press.
Vardi, Y., and Weitz, E. (2003). Misbehavior in Organizations: Theory, Research, and Management. Mahwah Google Scholar: Lawrence Erlbaum Associates.
Vaughan, D. (1996). The Challenger Launch Decision: Risky Technology, Culture, and Deviance at NASA. Chicago Google Scholar: University of Chicago Press.
Vaughan, D. (1999). “The dark side of organizations: mistake, misconduct, and disaster.” Annual Review of Sociology, 25 CrossRef | Google Scholar, 271–305.
Vecchio, R. P. (2000). “Negative emotion in the workplace: employee jealousy and envy.” International Journal of Stress Management, 7 CrossRef | Google Scholar, 161–79.
Vogelsmeier, A. A., Halbesleben, J. R. B., and Scott-Cawiezell, J. R. (2008). “Technology implementation and workarounds in the nursing home.” Journal of the American Medical Informatics Association, 15 CrossRef | Google Scholar | PubMed(1), 114–19.
Hippel, E., and Tyre, M. (1994). “How learning by doing is done: problem identification in novel process equipment.” Research Policy, 24 CrossRef | Google Scholar(1), 1–12.
Walsh, J. P., and Ungson, G. R. (1991). “Organizational memory.” Academy of Management Review, 16 CrossRef | Google Scholar(1), 57–91.
Walton, R. (1969). Interpersonal Peacemaking: Confrontations and Third-party Consultation. Reading, MA Google Scholar: Addison-Wesley.
Watzlawick, P., Beavin, J., and Jackson, D. (1967). Pragmatics of Human Communication. New York Google Scholar: W. W. Norton.
Weick, K. E. (1979). The Social Psychology of Organizing (2nd edn). Reading, MA Google Scholar: Addison-Wesley.
Weick, K. E. (1993). “The collapse of sensemaking in organizations.” Administrative Science Quarterly, 38 CrossRef | Google Scholar, 628–52.
Weick, K. E. (1995). Sensemaking in Organizations. Thousand Oaks Google Scholar: Sage.
Weick, K. E., and Sutcliffe, K. M. (2001). Managing the Unexpected: Assuring High Performance in an Age of Complexity. San Francisco Google Scholar: John Wiley, and Sons, Inc.
Wender, P. (1968). “Vicious and virtuous circles: the role of deviation-amplifying feedback in the origin and perpetuation of behavior.” Psychiatry, 31 CrossRef | Google Scholar | PubMed(4), 309–24.
Wendt, R. F. (1998). “The sound of one hand clapping: counterintuitive lessons extracted from paradoxes and double binds in participative organizations.” Management Communication Quarterly, 11 CrossRef | Google Scholar(3), 323–71.
Wenger, E., McDermott, R., and Snyder, W. M. (2002). Cultivating Communities of Practice: A Guide to Managing Knowledge. Boston Google Scholar: Harvard Business School Press.
Westenholz, A. (1993). “Paradoxical thinking and change in the frames of reference.” Organization Studies, 14 CrossRef | Google Scholar(1), 37–58.
Weston, A. (2009). A Rulebook for Arguments (4th edn). Indianapolis Google Scholar: Hackett Publishing.
Wexler, P. S., Adams, W. A., and Bohn, E. (1993). The Quest for Service Quality: Rxs for Achieving Excellence. Sandy Google Scholar: MaxComm Associates.
Widen-Wulff, G., and Davenport, E. (2005). “Information sharing and timing: findings from two Finnish organizations.” In Crestani, F. and Ruthven, I. (eds.), CoLIS 2005 (LNCS 3507) (pp. 32–46). Berlin Google Scholar: Spring-Verlag.
Wiener, N. (1948). Cybernetics, or Control and Communication in the Animal and Machine. Paris Google Scholar | PubMed: Hermann, and Cie.; Cambridge, MA: The Technology Press; New York: John Wiley, and Sons, Inc.
Wiener, N. (1950/1967). The Human Use of Human Beings. Cybernetics and Society. New York Google Scholar: Houghton-Mifflin/Avon.
Wilder, C. (1979). “The Palo Alto group: difficulties and directions of the interactional view for human communication.” Human Communication Research, 5 CrossRef | Google Scholar(2), 171–86.
Williams, L. C. (1994). Organizational Violence: Creating a Prescription for Change. Westport Google Scholar: Quorum Books.
Winograd, T., and Flores, F. (1986). Understanding Computers and Cognition: A New Foundation for Design. Norwood Google Scholar: Ablex.
Winter, S. (2000). “The satisficing principle in capability learning.” Strategic Management Journal, 21 CrossRef | Google Scholar, 981–96.
Woods, D., Sarter, N., and Billings, C. (1997). “Automation surprises.” In Salvendy, G. (ed.), Handbook of Human Factors and Ergonomics (2nd edn) (pp. 1926–43). New York Google Scholar: Wiley.
Zeithaml, V., Berry, L., and Parasuraman, A. (1988). “Communication and control processes in the delivery of service quality.” Journal of Marketing, 52 CrossRef | Google Scholar(April), 35–48.
Zhao, B., and Olivera, F. (2006). “Error reporting in organizations.” Academy of Management Review, 31 CrossRef | Google Scholar(4), 1012–30.
Zimbardo, P. G. (1971). “The power and pathology of imprisonment.” Congressional Record (Serial No. 15, 1971–10–25). Hearings before Subcommittee No. 3, of the Committee on the Judiciary, House of Representatives, Ninety-Second Congress, First Session on Corrections, Part II, Prisons, Prison Reform and Prisoner's Rights: California. Washington, DC Google Scholar: US Government Printing Office.
Zmud, R. W. (1990). “Opportunities for strategic information manipulation through new information technology.” In Fulk, J. and Steinfield, C. (eds.), Organizations and Communication Technology (pp. 95–116). Newbury Park Google Scholar: Sage.
Zuboff, S. (1984). In the Age of the Smart Machine: The Future of Work and Power. New York Google Scholar: Basic.
Zucker, L. G. (1991). “The role of institutionalization in cultural persistence.” In Powell, W. and DiMaggio, P. (eds.), The New Institutionalism in Organizational Analysis (pp. 83–107). Chicago Google Scholar: University of Chicago Press.

Metrics

Altmetric attention score

Full text views

Total number of HTML views: 0
Total number of PDF views: 706 *
Loading metrics...

Book summary page views

Total views: 2055 *
Loading metrics...

* Views captured on Cambridge Core between September 2016 - 4th April 2025. This data will be updated every 24 hours.

Usage data cannot currently be displayed.