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A Sheffield Hallam University Thesis The relationship of the business with the in-house IT department : A customer-provider perspective. DAY, Jacqueline. Available from the Sheffield Hallam University Research Archive (SHURA) at: http://shura.shu.ac.uk/19543/ A Sheffield Hallam University thesis This thesis is protected by copyright which belongs to the author. The content must not be changed in any way or sold commercially in any format or medium without the formal permission of the author. When referring to this work, full bibliographic details including the author, title, awarding institution and date of the thesis must be given. Please visit http://shura.shu.ac.uk/19543/ and http://shura.shu.ac.uk/information.html for further details about copyright and re-use permissions. icwnmiu v/Cii i nc CITY CAMPJUS. HOWARD STREET SKEFFEIIDS11W8 10 1 7 15 6 5 7 3 r e f e r e n c e ProQuest Number: 10694424 All rights reserved INFORMATION TO ALL USERS The quality of this reproduction is dependent upon the quality of the copy submitted. In the unlikely event that the author did not send a com plete manuscript and there are missing pages, these will be noted. Also, if material had to be removed, a note will indicate the deletion. uest ProQuest 10694424 Published by ProQuest LLC(2017). Copyright of the Dissertation is held by the Author. All rights reserved. This work is protected against unauthorized copying under Title 17, United States C ode Microform Edition © ProQuest LLC. ProQuest LLC. 789 East Eisenhower Parkway P.O. Box 1346 Ann Arbor, Ml 48106- 1346 The Relationship of the Business with the In-House IT Department: a Customer-Provider Perspective Jacqueline Day A thesis submitted in partial fulfilment of the requirements of Sheffield Hallam University for the degree of Doctor of Philosophy January 2003 "Empedocles believed that there were two different forces at work in nature. He called them love and strife. Love binds things together and strife separates them. ” (J. Gaarder, ‘Sophie’s World’). TABLE OF CONTENTS Chapter Page No. PREFACE. List of Figures ....................................................................................................... v List of Tables ....................................................................................................... vi Acknowledgements ........................................................................................ vii Abstract ...............................................................................................................viii PART ONE: INTRODUCTION TO ORGANIZATIONAL RELATIONSHIPS. 1.1 Research Context ..................................................................................................2 1.2 Relationship Problems - Causes and Consequences ...................................... 15 1.3 Relationship Problems - Actions and Solutions ................................................ 25 1.4 Research Objectives ...........................................................................................43 PART TWO: DESIGN OF THE RESEARCH STRATEGY. 2.1 Theoretical Foundations of the Strategy ............................................................ 54 2.2 Methodological Issues ........................................................................................ 63 2.3 Research Methodology Implementation ............................................................ 72 2.4 Development of the Detailed Research Plan .....................................................80 PART THREE: IMPLEMENTATION OF THE RESEARCH STRATEGY. 3.1 Data Collection ...................................................................................................105 3.2 Data Analysis.....................................................................................................110 3.3 Data Structuring.................................................................................................115 PART FOUR: CUSTOMER-PROVIDER RELATIONSHIP DEFINITION. 4.1 Attitudes of Individuals .................................................................................... 139 4.2 Beliefs of Individuals .........................................................................................152 4.3 Organizational Context ....................................................................................166 4.4 Perceptions of Individuals ............................................................... 4.5 Processes of Groups ............................................................................. 193 TABLE OF CONTENTS -continued. Chapter Page No. PART FIVE: CUSTOMER-PROVIDER RELATIONSHIP THEORY DEVELOPMENT. 5.1 Category Integration ......................................................................................... 229 5.2 Analysis of the Substantive Theory Framework ............................................. 246 PART SIX: RESEARCH EVALUATION, IMPLICATIONS AND CONCLUSIONS. 6.1 Evaluation of the Grounded Theory .................................................................254 6.2 Implications for Theoretical Development ....................................................... 268 6.3 Implications for Research Practice ...................................................................272 6.4 Summary of Research Findings ..................................................................... 281 BIBLIOGRAPHY References ....................................................................................................................291 Supplementary Sources ...............................................................................................313 APPENDICES A The ‘Gap’ Between the IT Function and the Business .....................................315 B Interview Question Set ......................................................................................316 C Interview Transcription Standards ....................................................................324 D1 Open Coding Node Structure ........................................................................... 325 D2 Theoretical Concepts ....................................................................................... 326 D3 Theoretical Categories from Theoretical Concepts ........................................ 327 E1-16 Theoretical Category Definitions ...................................................................... 328 F The Johari Window ........................................................................................... 348 LIST OF FIGURES. Figure Page No. One The Research Domain ................................................................................... 49 Two An Example of Open Coding ........................................................................117 Three Concept Consolidation Using Memos - an Example .................................. 123 Four Concept Consolidation Using Properties - an Example .............................124 Five Using the Axial Coding Paradigm - an Example ........................................ 127 Six A Schematic of the Research Strategy Implementation .............................135 Seven The Abstract Categories Structured as a Transactional System .............. 233 Eight The Social Actor Level Domain Sub-Model.................................................238 Nine The Role Group Level Domain Sub-Model ................................................. 240 Ten A Grounded Theory of the ISO-Business Relationship ............................ 245 Eleven A Map of the Study to the Existing Literature about Relationships ........... 262 v LIST OF TABLES. Table Page No. One The Origin of IT Based Services Perceptions ............................................... 13 Two Empirical Studies of Service Relationships ...................................................44 Three The Theoretical Foundations of the Research Strategy ...............................62 Four A Comparison of Three Methodologies with Primary Research Needs....69 Five The Primary Data Sample Set ........................................................................88 Six Investigation Topic Areas ................................................................................ 90 Seven A Summary of Theoretical Coding Activities ............................................... 102 Eight A Summary of the Primary Research Strategy ........................................... 103 Nine A Summary of Axial Categories ................................................................... 138 Ten Integration of Process and Perception Categories .....................................236 Eleven Integration of Conditional and Perception Categories ................................ 237 Twelve Integration of Context and Belief Categories .............................................. 240 Thirteen Integration of Perception and Belief Categories ..........................................243 Fourteen Forms of the Customer-Provider Relationship.............................................250 vi ACKNOWLEDGEMENTS. I would like to thank the team at Sheffield Hallam University, past and present: Jim Bryant, Janet Kirkham, John Kawalek and Don White. I also appreciate the advice given by Bournemouth colleagues, in particular Milena Bobeva and Julia Kiely. I would like to show my gratitude to the business and IT professionals at the case study companies, who so freely gave me of their time and who contributed the opinions and ideas that feature throughout this work. Most of all, this work is dedicated to Jeff. Without his unswerving support and patience with me, this thesis would not exist. ABSTRACT Unsuccessful IT Implementations
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