The utilities in transition: Gazing through the IT window

Hdl Handle:
http://hdl.handle.net/10149/94250
Title:
The utilities in transition: Gazing through the IT window
Authors:
Crosbie, T. (Tracey)
Affiliation:
University of Manchester Architectural Research Centre (MARC)
Citation:
Crosbie, T. (2009) 'The utilities in transition: Gazing through the IT window', Flux, 75 (1), pp.16-26+136.
Publisher:
Association Metropolis
Journal:
Flux
Issue Date:
Jan-2009
URI:
http://hdl.handle.net/10149/94250
Abstract:
Using case study research of two Customer relationship management (CRM) technologies and their implementation within four UK utility companies, between 1999 and 2002, this paper illustrates how concepts drawn from the social shaping of technology (SST) can inform research concerned with social implications of technological development. This work explores how new business practices within the supply of utility services are constructed and sustained within the design and consumption of CRM technologies. In doing so the research presented in this paper provides a 'window' onto the changes that took place within the supply of UK utility services at the time the research was undertaken, and a contribution to the theoretical literature concerned with the relationship between social and technical development.
Type:
Article
Language:
en
Keywords:
custome relationship marketing; CRM; utility companies; UK; technologies
ISSN:
1154-2721
Rights:
No publisher policy information on http://www.sherpa.ac.uk/romeo/ [Accessed 15/03/2010]
Citation Count:
0 [Scopus, 15/03/2010]

Full metadata record

DC FieldValue Language
dc.contributor.authorCrosbie, T. (Tracey)en
dc.date.accessioned2010-03-15T16:40:57Z-
dc.date.available2010-03-15T16:40:57Z-
dc.date.issued2009-01-
dc.identifier.citationFlux; 75 (1): 16-26+136en
dc.identifier.issn1154-2721-
dc.identifier.urihttp://hdl.handle.net/10149/94250-
dc.description.abstractUsing case study research of two Customer relationship management (CRM) technologies and their implementation within four UK utility companies, between 1999 and 2002, this paper illustrates how concepts drawn from the social shaping of technology (SST) can inform research concerned with social implications of technological development. This work explores how new business practices within the supply of utility services are constructed and sustained within the design and consumption of CRM technologies. In doing so the research presented in this paper provides a 'window' onto the changes that took place within the supply of UK utility services at the time the research was undertaken, and a contribution to the theoretical literature concerned with the relationship between social and technical development.en
dc.language.isoenen
dc.publisherAssociation Metropolisen
dc.rightsNo publisher policy information on http://www.sherpa.ac.uk/romeo/ [Accessed 15/03/2010]en
dc.subjectcustome relationship marketingen
dc.subjectCRMen
dc.subjectutility companiesen
dc.subjectUKen
dc.subjecttechnologiesen
dc.titleThe utilities in transition: Gazing through the IT windowen
dc.typeArticleen
dc.contributor.departmentUniversity of Manchester Architectural Research Centre (MARC)en
dc.identifier.journalFluxen
ref.citationcount0 [Scopus, 15/03/2010]en
or.citation.harvardCrosbie, T. (2009) 'The utilities in transition: Gazing through the IT window', Flux, 75 (1), pp.16-26+136.-
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