Yli-Kauhaluoma, Sari; Pantzar, Mika - In: Journal of Organizational Ethnography 5 (2016) 2, pp. 167-183
Purpose – The purpose of this paper is to examine how back-office service staff cope with the intricacies of … back-office. The primary method of data collection was participant listening in the field, either in formal interviews or … back-office staff develop and use to handle intricacies that emerge in their daily work. Forward-looking recipes are based …