Organizations and Unusual Routines : A Systems Analysis of Dysfunctional Feedback Processes (Hardcover)

List of figures; List of tables; Preface; Acknowledgements; 1. Crazy systems, Kafka circuits and unusual routines; 2. Causes, symptoms, and subroutines of unusual routines in six computer information/communication systems; 3. Getting personal - unusual routines at the customer service interface; 4. A multi-theoretical foundation for understanding unusual routines; 5. A detailed case study of unusual routines; 6. Summary and discussion of the case study results; 7. Individual and organizational challenges to feedback; 8. A multi-level and cross-disciplinary summary of concepts related to unusual routines; 9. Recommendations for resolving and mitigating unusual routines and related phenomena; 10. summary and a tentative integrated model of unusual routines; References; Index.