Purpose – The purpose of this paper is to conceptualize the unique value that can be created by performing a commodity process, in this case call handling at a call center, as a means of challenging the prevalent assumption that an organization should differentiate between the management of a...

While the resource-based view of the firm has provided many useful insights, our understanding of how non-strategic capabilities develop remains limited. This article investigates the necessity and nature of non-strategic capability development, and contrasts how non-strategic capabilities are...

Purpose – The aim of this paper is to outline the importance of organisational rhetoric as a valuable theoretical lens to examine and conceptualise IS adoption. Design/methodology/approach – The paper is based on a critical, yet selective, review of some relevant literature on rhetoric and...

This article reviews and contrasts the experiences of two major companies in attempting significant change projects incorporating information and communication technologies. It does so by utilizing and critiquing the MIT "Management in the 1990s" model and by reflecting on socio-technical...