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Make way for the algorithms: symbolic actions and change in a regime of knowing

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cam.issuedOnline2020-10-20
cam.orpheus.counter31
cam.orpheus.successMon Nov 02 07:36:09 GMT 2020 - Embargo updated
dc.contributor.authorPachidi, S
dc.contributor.authorBerends, H
dc.contributor.authorFaraj, S
dc.contributor.authorHuysman, M
dc.contributor.orcidPachidi, Styliani [0000-0003-4024-079X]
dc.date.accessioned2020-02-04T00:30:17Z
dc.date.available2020-02-04T00:30:17Z
dc.date.issued2021-01
dc.description.abstractWhen actors deem technological change undesirable, they may act symbolically by pretending to comply while avoiding real change. In our study of the introduction of an algorithmic technology in a sales organization, we found that such symbolic conformity led unintendedly to the full implementation of the suggested technological change. To explain this surprising outcome we advance a regime-of-knowing lens that helps to analyze deep challenges happening ‘under the surface’ during the process of technology introduction. A regime of knowing guides what is worth knowing, what actions matter to acquire this knowledge, and who has the authority to make decisions around those issues. We found that both the technologists who introduced the algorithmic technology, as well as the incumbent workers whose work was affected by the change, used symbolic actions to either defend the established regime of knowing or to advocate a radical change. While the incumbent workers enacted symbolic conformity by pretending to comply with suggested changes, the technologists performed symbolic advocacy by presenting a positive side of the technological change. Ironically, because the symbolic conformity enabled and was reinforced by symbolic advocacy, reinforcing cycles of symbolic actions yielded a radical change in the sales' regime of knowing: from one focused on a deep understanding of customers via personal contact and strong relationships, to one based upon model predictions from the processing of large datasets. We discuss the theoretical implications of these findings for the introduction of technology at work and for knowing in the workplace.
dc.description.sponsorshipCambridge Judge Business School internal grant
dc.identifier.doi10.17863/CAM.48722
dc.identifier.eissn1526-5455
dc.identifier.issn1047-7039
dc.identifier.urihttps://www.repository.cam.ac.uk/handle/1810/301651
dc.language.isoeng
dc.publisherInstitute for Operations Research and the Management Sciences
dc.publisher.urlhttp://dx.doi.org/10.1287/orsc.2020.1377
dc.rightsAll rights reserved
dc.subjectknowledge
dc.subjectknowing
dc.subjectsymbolic action
dc.subjectalgorithmic technologies
dc.subjectartificial intelligence
dc.subjectanalytics
dc.subjecttechnology introduction
dc.subjectdigital transformation
dc.subjectwork
dc.titleMake way for the algorithms: symbolic actions and change in a regime of knowing
dc.typeArticle
dcterms.dateAccepted2020-01-19
prism.endingPage41
prism.issueIdentifier1
prism.publicationDate2021
prism.publicationNameOrganization Science
prism.startingPage18
prism.volume32
rioxxterms.licenseref.startdate2021-01
rioxxterms.licenseref.urihttp://www.rioxx.net/licenses/all-rights-reserved
rioxxterms.typeJournal Article/Review
rioxxterms.versionAM
rioxxterms.versionofrecord10.1287/orsc.2020.1377

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