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...

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...