Please use this identifier to cite or link to this item: https://hdl.handle.net/20.500.12015/2384
Title: Asymmetrical collaboration in print shop-customer relationships
Authors: O'Neill, Jacki
Martin, David
Colombino, Tommaso
Watts-Perotti, Jennifer
Sprague, Mary Ann
Woolfe, Geoffrey
Issue Date: 2007
Publisher: Springer, London
metadata.dc.relation.ispartof: ECSCW 2007: Proceedings of the 10th European Conference on Computer-Supported Cooperative Work
metadata.mci.reference.pages: 231-250
Series/Report no.: ECSCW
Abstract: The service provider-customer relationship, although not perhaps considered a typical collaborative relationship, is clearly collaborative work. However, such work is constrained by the very (service) nature of the relationship. Customer-service provider interaction can be characterised as interaction at the boundaries of organisations, each of which is likely to have their own workflows and orientations. Many service organisations attempt to facilitate this interaction by configuring their customers, using standardised forms or applications. In this way they bring the customers workflow into line with their own. In this paper we describe field work examining one particular service relationship
that between print shops and their customers. A notable feature of print shop-customer relationships is that customers prepare the material that the print shop then prints. This makes the standardization of workflows difficult, particularly within the service relationship. Technologies exist which aim to automate and standardize the workflow from customers to print shops. However, they have, up to now, largely failed to live up to their promise, leaving print shops to adopt ad hoc solutions. This paper describes the hidden work that the print shops do to make the service relationship work.
metadata.dc.identifier.doi: 10.1007/978-1-84800-031-5_13
URI: https://hdl.handle.net/20.500.12015/2384
ISBN: 978-1-84800-031-5
metadata.mci.conference.sessiontitle: Full Papers
metadata.mci.conference.location: Limerick, Ireland
metadata.mci.conference.date: 24-28 September 2007
Appears in Collections:ECSCW 2007: Proceedings of the 10th European Conference on Computer-Supported Cooperative Work

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