Structuration Concepts as a Framework for Revealing a 'Socially Rich' Concept of the User

  title={Structuration Concepts as a Framework for Revealing a 'Socially Rich' Concept of the User},
  author={Rennie Naidoo and Awie Leonard},
Current constructs of the user limits our understanding of service channel selection, improvisation, communication, and exchange within multi-channel social contexts. Based on a recent longitudinal case study of an electronic service use in a healthcare insurance context, the paper uses key concepts from structuration theory to examine how users interact with a technology in their ongoing practices, and enact structures which shape their emergent and situated use of the technology among… CONTINUE READING

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