The aim of this paper is to provide a framework for adopting and installing a working arrangement. In line with the current emphasis on customers, the paper argues that employees, trade unions and managers should be viewed as customers to a work system given that their support and commitment...

This paper calls for research on organizational improvisation to go beyond the currently dominant jazz metaphor in theory development. We recognize the important contribution that jazz improvisation has made and will no doubt continue to make in understanding the nature and complexity of...