Differentiated management of IT service workers: applying segmentation theory
This article examines how the widespread adoption of IT service management best practices challenges traditional approaches to managing IT workers. Via a multiple case study of servitized IT functions, it was found that IT service workers might be usefully segmented into four groups: ‘Customer-focus...
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| Format: | Default Article |
| Published: |
2022
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| Subjects: | |
| Online Access: | https://hdl.handle.net/2134/19448141.v1 |
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