The situational logic of multi-sided dilemmas often inhibits organizational change. This article develops a heuristic that can support change managers in distinguishing between optimization of moves within a game and adjustment of formal and informal governance structures of the game. This...

Between 1993 and 1995, the majority of German firms in services introduced new organizational practices (OC), in particular total quality management systems, certified ISO 9000, lean administration, flatter hierarchies, delegation of authority and ICT-enabled organizational changes). This paper...