Embedded Relationships in Information Services

Katrin Jonsson
2009 Journal of Information Technology Research  
Information technology (IT) is increasingly used in the production of services, enabling a selfserve channel that challenges the embedded relationship in services. To examine the implications of IT for embedded relationships, we undertook an interpretative case study of a remote diagnostics service in the mining industry. Our analysis suggests that the combination of IT and social efforts by the participants can support embedded relationships to a larger extent than has been shown in previous
more » ... shown in previous research.
doi:10.4018/jitr.2009070102 fatcat:uwpp644ilfbybcvlouxgrrx5yq