Research in progress Thesis in “Management Information System”Individual performance in call center

Jamel Eddine Gharbi and Wafa Kort  

Abstract

The information system field is characterized by a fragmentation of research. There is a dichotomy at ontological, epistemological and then methodological level. A complementarity between the different approaches will lead to more interesting results. In this way, the structuration theory offers a duality when it integrates the different approaches. The structuration theory is one of the best influencing paradigms in information system research. As a consequence, it’s an interesting issue to study the application of structuration theory to find out the influence of information technology on organization and especially on individual performance.  Additionally, we choose the context of call centers to apply this theory. Call centers are becoming more and more widespread for the last decade. They are socio-technical systems, based on the phone operator’s performance and characterized by a high staff turnover. As a consequence, the structuration theory is useful to understand the performance of the phone operator using an analysis of duality between technical and social levels. words it is vital to find out whether they are suitable for this kind of job as an attempt   to avoid high staff turnover.