Why won’t you leave the process alone? Exploring emotional, motivational and cognitive mechanisms triggering tampering

References

• Ababneh, O.M.A. (2020). The impact of organizational culture archetypes on quality performance and total quality management: The role of employee engagement and individual values. International Journal of Quality & Reliability Management, 38(6), 1387–1408. https://doi.org/10.1108/IJQRM-05-2020-0178
   Web of Science ®Google Scholar
• Allder, S., Walley, P., & Silvester, K. (2011). Is follow-up capacity the current NHS bottleneck? Clinical Medicine, 11(1), 31–34. https://doi.org/10.7861/clinmedicine.11-1-31
   PubMed Web of Science ®Google Scholar
• Arksey, H., & Knight, P.T. (1999). Interviewing for social scientists: An introductory resource with examples. SAGE.
   Google Scholar
• Athey, S. (2017). Beyond prediction: Using big data for policy problems. Science, 355(6324), 483–485. https://doi.org/10.1126/science.aal4321
   PubMed Web of Science ®Google Scholar
• Benabou, R., & Tirole, J. (2003). Intrinsic and extrinsic motivation. The Review of Economic Studies, 70(3), 489–520. https://doi.org/10.1111/1467-937X.00253
   Web of Science ®Google Scholar
• Birch-Jensen, A., Gremyr, I., & Halldórsson, Á. (2020). Digitally connected services: Improvements through customer-initiated feedback. European Management Journal, 38(5), 814–825. https://doi.org/10.1016/j.emj.2020.03.008
   Web of Science ®Google Scholar
• Boyatzis, R.E. (1998). Transforming qualitative information: Thematic analysis and code development. SAGE.
   Google Scholar
• Campbell, J.L., Quincy, C., Osserman, J., & Pedersen, O.K. (2013). Coding in-depth semistructured interviews: Problems of unitization and intercoder reliability and agreement. Sociological Methods & Research, 42(3), 294–320. https://doi.org/10.1177/0049124113500475
   Web of Science ®Google Scholar
• Cyert, R.M., & March, J.G. (1963). A behavioral theory of the firm (Vol. 2). Englewood Cliffs.
   Google Scholar
• Danermark, B., Ekström, M., & Karlsson, J. C. (2019). Explaining society: Critical realism in the social sciences. Routledge.
   Google Scholar
• Davis III, W. (2000). Using corrective action to make matters worse. Quality Progress, 33(10), 56–61.
   Google Scholar
• Dean Jr, J.W., & Bowen, D.E. (1994). Management theory and total quality: Improving research and practice through theory development. Academy of Management Review, 19(3), 392–418. https://doi.org/10.5465/amr.1994.9412271803
   Web of Science ®Google Scholar
• Deming, W.E. (1989). Out of the crisis (8th ed.). MIT Center for Advanced Engineering Study.
   Google Scholar
• Deming, W.E. (1993). The new economics for industry, government, education. MIT Center for Advanced Engineering Study.
   Google Scholar
• Eisenhardt, K.M. (1989). Building theories from case study research. The Academy of Management Review, 14(4), 532–550. https://doi.org/10.2307/258557
   Web of Science ®Google Scholar
• Elg, M., Birch-Jensen, A., Gremyr, I., Martin, J., & Melin, U. (2021). Digitalisation and quality management: Problems and prospects. Production Planning & Control, 32(12), 990–1003. https://doi.org/10.1080/09537287.2020.1780509
   Web of Science ®Google Scholar
• Ericson Öberg, A., Hammersberg, P., & Fundin, A. (2017). Factors influencing control charts usage of operational measures. Measuring Business Excellence, 21(3), 225–238. https://doi.org/10.1108/MBE-08-2016-0041
   Web of Science ®Google Scholar
• Fiske, S.T., & Taylor, S.E. (1991). Social cognition. Mcgraw-Hill Book Company.
   Google Scholar
• Flanagan, J.C. (1954). The critical incident technique. Psychological Bulletin, 51(4), 327–358. https://doi.org/10.1037/h0061470
   PubMed Web of Science ®Google Scholar
• Galeazzo, A., & Furlan, A. (2021). Developing operational problem solvers: The role of job design decisions. Total Quality Management & Business Excellence, 32(15-16), 1–18. https://doi.org/10.1080/14783363.2020.1771176
   Web of Science ®Google Scholar
• Georgantzas, N.C. (2018). Play with societal structure to improve societal process. Human Systems Management, 37(4), 361–378. https://doi.org/10.3233/HSM-180406
   Web of Science ®Google Scholar
• Georgantzas, N.C., & Katsamakas, E. (2008). Tampering dynamics: SD-SPC insight. Human Systems Management, 27(2), 89–108. https://doi.org/10.3233/HSM-2008-0672
   Google Scholar
• Gerst, R.M. (1995). Assessing organizational performance. Quality Progress, 28(2), 85.
   Google Scholar
• Gremyr, I., Bergquist, B., & Elg, M. (2020). Quality management: An introduction. Studentlitteratur.
   Google Scholar
• Güss, C.D., Burger, M.L., & Dörner, D. (2017). The role of motivation in complex problem solving. Frontiers in Psychology, 8, 851. https://doi.org/10.3389/fpsyg.2017.00851
   PubMed Web of Science ®Google Scholar
• Hackman, J.R., & Wageman, R. (1995). Total quality management: Empirical, conceptual, and practical issues. Administrative Science Quarterly, 40(2), 309–342. https://doi.org/10.2307/2393640
   Web of Science ®Google Scholar
• Hammer, M. (2015). What is business process management? In J. Von Brocke & M. Rosemann (Eds.), Handbook on business process management 1 (pp. 3–16). Springer. https://doi.org/10.1007/978-3-642-45100-3_1.
   Google Scholar
• Hanna, M.D. (2010). Using a spreadsheet version of Deming’s funnel experiment in quality management and OM classes. Decision Sciences Journal of Innovative Education, 8(1), 137–142. https://doi.org/10.1111/j.1540-4609.2009.00248.x
   Google Scholar
• Hanna, M.D., Pons, D., & Pulakanam, V. (2020). What is the role of expert intuition in process control? International Journal of Productivity and Quality Management, 31(2), 227–243. https://doi.org/10.1504/IJPQM.2020.110026
   Google Scholar
• Juran, J.M. (2003). Juran on leadership for quality: An executive handbook. Free Press.
   Google Scholar
• Kahneman, D., Sibony, O., & Sunstein, C.R. (2021). Noise: A flaw in human judgment. Little Brown.
   Google Scholar
• Kvale, S. (2007). Doing interviews (Vol. 2). SAGE.
   Google Scholar
• Lerner, J.S., Li, Y., Valdesolo, P., & Kassam, K.S. (2015). Emotion and decision making. Annual Review of Psychology, 66(1), 799–823. https://doi.org/10.1146/annurev-psych-010213-115043
   PubMed Web of Science ®Google Scholar
• Loewenstein, G.F., Weber, E.U., Hsee, C.K., & Welch, N. (2001). Risk as feelings. Psychological Bulletin, 127(2), 267–286. https://doi.org/10.1126/science.275.5304.1293
   PubMed Web of Science ®Google Scholar
• Miles, M., & Huberman, M. (1994). Qualitative data analysis: An expanded sourcebook (2nd ed.). SAGE.
   Google Scholar
• Patton, M.Q. (2014). Qualitative research & evaluation methods: Integrating theory and practice. SAGE.
   Google Scholar
• Schwarz, N., & Skurnik, I. (2003). Feeling and thinking: Implications for problem solving. In J. E. Davidson (Ed.), The nature of problem solving (pp. 263–292). Cambridge University Press.
   Google Scholar
• Shewhart, W.A. (1931). Economic control of quality of manufactured product. ASQ Quality Press.
   Google Scholar
• Simon, H.A. (1967). Motivational and emotional controls of cognition. Psychological Review, 74(1), 29–39. https://doi.org/10.1037/h0024127
   PubMed Web of Science ®Google Scholar
• Simon, H.A. (1972). Theories of bounded rationality. Decision and Organization, 1(1), 161–176.
   Google Scholar
• Smeds, M. (2021). Deming’s tampering revisited: Definition and future research agenda. International Journal of Quality and Service Sciences, 14(5), 37–51. https://doi.org/10.1108/IJQSS-03-2021-0041
   Web of Science ®Google Scholar
• Soong, C., Cho, H.J., & Shojania, K.G. (2020). Choosing quality problems wisely: Identifying improvements worth developing and sustaining. BMJ Quality & Safety, 29, 790–793. https://doi.org/10.1136/bmjqs-2020-011054
   Web of Science ®Google Scholar
• Tucker, A.L., Edmondson, A.C., & Spear, S. (2002). When problem solving prevents organizational learning. Journal of Organizational Change Management, 15(2), 122–137. https://doi.org/10.1108/09534810210423008
   Web of Science ®Google Scholar
• Tversky, A., & Kahneman, D. (1974). Judgment under uncertainty: Heuristics and biases. Science, 185(4157), 1124–1131. https://doi.org/10.1126/science.185.4157.1124
   PubMed Web of Science ®Google Scholar
• Van de Ven, A.H. (2007). Engaged scholarship: A guide for organizational and social research. Oxford University Press.
   Google Scholar
• Van Gestel, P., Pons, D.J., & Pulakanam, V. (2015). Operator agency in process intervention: Tampering versus application of tacit knowledge. Journal of Industrial Engineering International, 11(3), 403–425. https://doi.org/10.1007/s40092-015-0105-y
   Google Scholar
• Wedell-Wedellsborg, T. (2017). Are you solving the right problems. Harvard Business Review, 95(1), 76–83.
   Web of Science ®Google Scholar
• Yin, R.K. (2014). Case study research. Design and methods. SAGE.
   Google Scholar