The paradigm paradox

Abstract

Voices concern about businesses wasting vast amounts of time and resources on paradigm programmes (to make people see a problem in a different light). Discusses problems in implementing such programmes and examines several failed attempts – including an airline whose staff worked against the programme. Concludes that empowering technologies should give people the tools to change themselves, rather than enforce change, or they will be wrongly applied, resulting in waste.

Citation

Seddon, J. (1995), "The paradigm paradox", Managing Service Quality: An International Journal, Vol. 5 No. 2, pp. 6-9. https://doi.org/10.1108/09604529510083512