Reactivity and Resistance to Evaluation Devices

Forseth, U; Clegg, S; Røyrvik, EA

Reactivity and Resistance to Evaluation Devices

Forseth, U Clegg, S

Røyrvik, EA

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Publisher:: Linkoping University Electronic Press
Publication Type:: Journal Article
Citation:: Valuation Studies, 2019, 6 (1), pp. 31 - 61
Issue Date:: 2019-02-01

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Field	Value	Language
dc.contributor.author	Forseth, U	en_US
dc.contributor.author	Clegg, S https://orcid.org/0000-0001-6083-4283	en_US
dc.contributor.author	Røyrvik, EA	en_US
dc.date.issued	2019-02-01	en_US
dc.identifier.citation	Valuation Studies, 2019, 6 (1), pp. 31 - 61	en_US
dc.identifier.issn	2001-5992	en_US
dc.identifier.uri	http://hdl.handle.net/10453/138957
dc.description.abstract	<jats:p>This paper explores the trajectory of a novel evaluation device for customer satisfaction with service encounters and the performance of financial advisors. Drawing on literature on quantification and commensuration, boundary objects and bipartite collaboration, we explore the set-up and collaboration between employer and trade union in the design phase and the actual use and translation of the valuation system. The data stems from a multi-year, multi-site study of banking in two Nordic countries. The analysis illustrates how, when some operational managers started using the device to suit their own purposes, the process morphed from an initial agreement into a dispute. The paper shows how quantitative systems of evaluation easily diverge from their initially proposed purposes when in use, producing reactivity and resistance among organizational members. Some financial advisors were positive about the evaluation device and the opportunity it afforded to improve performance, whereas others regarded it as another surveillance attempt for enhancing management control. We also contribute to the literature by elaborating on the relationship between reactivity and resistance on individual and collective levels.</jats:p>	en_US
dc.publisher	Linkoping University Electronic Press	en_US
dc.relation.ispartof	Valuation Studies	en_US
dc.relation.isbasedon	10.3384/vs.2001-5992.196131	en_US
dc.rights	info:eu-repo/semantics/openAccess
dc.title	Reactivity and Resistance to Evaluation Devices	en_US
dc.type	Journal Article
utslib.citation.volume	1	en_US
utslib.citation.volume	6	en_US
utslib.for	1504 Commercial Services	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
pubs.organisational-group	/University of Technology Sydney/Faculty of Business/Management Discipline
utslib.copyright.status	open_access	*
pubs.consider-herdc	false	en_US
pubs.issue	1	en_US
pubs.publication-status	Published online	en_US
pubs.volume	6	en_US

Abstract:

This paper explores the trajectory of a novel evaluation device for customer satisfaction with service encounters and the performance of financial advisors. Drawing on literature on quantification and commensuration, boundary objects and bipartite collaboration, we explore the set-up and collaboration between employer and trade union in the design phase and the actual use and translation of the valuation system. The data stems from a multi-year, multi-site study of banking in two Nordic countries. The analysis illustrates how, when some operational managers started using the device to suit their own purposes, the process morphed from an initial agreement into a dispute. The paper shows how quantitative systems of evaluation easily diverge from their initially proposed purposes when in use, producing reactivity and resistance among organizational members. Some financial advisors were positive about the evaluation device and the opportunity it afforded to improve performance, whereas others regarded it as another surveillance attempt for enhancing management control. We also contribute to the literature by elaborating on the relationship between reactivity and resistance on individual and collective levels.

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http://hdl.handle.net/10453/138957