Social Influences on Information and Communication Technology Innovations > Chapter 5: A Socio-Technical Account of an Internet-Based Self-Service Technology Implementation

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Social Influences on Information and Communication Technology Innovations

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Table of Contents

Title Page

Preface

Chapter 1: The Use of Structuration Theory and Actor Network Theory for Analysis

Chapter 2: Information Infrastructure

Chapter 3: Adoption of ICT in Rural Medical General Practices in Australia

Chapter 4: Having a Say

Chapter 5: A Socio-Technical Account of an Internet-Based Self-Service Technology Implementation

ABSTRACT

INTRODUCTION

ISST IMPLEMENTATION RESEARCH

ACTOR-NETWORK THEORY

RESEARCH METHODOLOGY

THE HEALTHCARE INSURER CASE STUDY

ANALYSIS

DISCUSSION AND IMPLICATIONS

CONCLUSION

Chapter 6: How to Recognize an Immutable Mobile When You Find One

Chapter 7: Social Network Sites

Chapter 8: Negotiating MeaningAn ANT Approach to the Building of Innovations

Chapter 9: Theoretical Analysis of Strategic Implementation of Enterprise Architecture

Chapter 10: RAD and Other Innovative Approaches to Facilitate Superior Project Management

Chapter 11: Desituating Context in Ubiquitous Computing

Chapter 12: Negotiating the Socio-Material in and about Information Systems

Chapter 13: On Actors, Networks, Hybrids, Black Boxes and Contesting Programming Languages

Chapter 14: From Intermediary to Mediator and Vice Versa

Chapter 15: Using Actor-Network Theory to Facilitate a Superior Understanding of Knowledge Creation and Knowledge Transfer

Chapter 16: Aspects of e-Learning in a University

Compilation of References

About the Contributors

Index

68 A Socio-Technical Account of an Internet-Based Self-Service Technology Implementation: Why Call-Centres Sometimes `Prevail' in a Multi-Channel Context? Rennie Naidoo University of the Witwatersrand, South Africa Chapter 5

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