Abstract
Firms, even ones in relatively heavy industries, seem to be moving
in a direction in which information technology (IT) is becoming more
and more integrated into their organizations. This paper describes
a good, perhaps model, firm that appears to be getting better by
recognizing IT per se as an actor in its after-sales organization.
Both a smarter product and IT produced evolutionary changes in its
after-sales operations. As the product becomes self-diagnostic, it
is increasingly evident that the technology is an actual participant
in the organization. These developments are interpreted in terms
of internetworking concepts. Perhaps one outcome of this study will
be to encourage leaders/managers to utilize some of the precepts
of actor network theory (ANT) in their thinking.
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