Service Infrastructures: A call for ethnography of heterogeneity
Article first published online: 3 MAR 2013
© 2012 by The American Anthropological Association. Some rights reserved.
Ethnographic Praxis in Industry Conference Proceedings
Volume 2012, Issue 1, pages 249–261, October 2012
How to Cite
DE PAULA, R. A., CAVALCANTE, V. and PINHANEZ, C. (2012), Service Infrastructures: A call for ethnography of heterogeneity. Ethnographic Praxis, 2012: 249–261. doi: 10.1111/j.1559-8918.2012.00026.x
- Issue published online: 3 MAR 2013
- Article first published online: 3 MAR 2013
This paper investigates the notion of heterogeneity, inspired by Latour's work on Actor Network Theory, as a lens for understanding daily work practices in a large service delivery organization. To this end, we present and discuss the findings from an ongoing research where we unpacked how system-administrators manage and negotiate incident resolution requests as part of service delivery practices. In particular, we looked into how performance metrics, such as, service level agreements (SLAs), mediated those practices. This paper contributes to the studies of infrastructure and explores the critical synergy between quantitative and qualitative methods in support of large-scale work practice research.