Abstract:

Drawing on structuration theory, this article proposes an application in call a center context. The relationship between phone operator and technology is an interesting issue in call centers because it influences the individual performance. Structuration theory offers a good opportunity to understand such a relationship. It suggests a duality between user and technology and hence goes beyond the dualism that characterizes the information system research. This paper intends to identify how a suitable methodology to applied structuration theory in call centers operates at the individual level. After a literature review about the empirical application of structuration has been developed, the analysis shows that the narrative inquiry is selected.