This book will be of interest to all international researchers concerned with organizational and technological change, as well as managers of organizational development.

Chapter 1 Introduction; Part 1 Organisational studies and empirical description; Chapter 3 Approaches to the management of change; Chapter 4 Ethnography and change; Part 2 Taking customers seriously; Chapter 6 The virtual customer; Chapter 7 Taking technology seriously; Chapter 8 Conclusion;

Richard Harper is Director of the Digital World Research Centre, University of Surrey.,
Dave Randall is Senior Lecturer at the Department of Sociology, Manchester Metropolitan University.,
Mark Rouncefield is Research Fellow at the Computing Department, Lancaster University. The authors have published widely in the various disciplines associated with organisational life and technology design, and have built a considerable reputation for bringing new sociological insights into the organisational-change literature.