Student or educator? Sign up with your school email and get 6 months of Pro free.
CoChat
Sign Up
Cited by 327

The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.

Organizing work to support relational co-ordination

Gittell, Jody Hoffer·2000·The International Journal of Human Resource Management
DOI 10.1080/095851900339747
Open this paper in CoChat — free account

Abstract

Service operations that are highly uncertain, interdependent and time constrained require a competency that I call relational co-ordination – co-ordination that is carried out by front-line workers with an awareness of their relationship to the overall work process and to other participants in that process. Relational co-ordination is characterized by frequent, timely, problem solving communication, and by helping, shared goals, shared knowledge and mutual respect. Previous work reports significant positive effects of relational co-ordination on performance in such settings. This paper addresses how organizations achieve, or fail to achieve, high levels of relational coordination. I find significant correlations between relational co-ordination and the use of cross-functional liaisons, IT, supervisors, cross-functional performance measurement, employee selection, conflict resolution and flexible work roles. I explore the implications for team effectiveness and organization design, and for the theory of organizational social capital.

Overview

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Integrity signals

Registry

Crossref · 10.1080/095851900339747

Cites

3 of 3 references verified0 citation errors · 0 not checkable

Statistics

Verification

Claims the paper makes

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

The self-check needs the paper’s full text.

Citations

Cites

Show all 3 references

Research works printed but not linked: 21

  1. Adler, P. (1992) Technology and the Futufe of Work. New York: Oxford University Press.
  2. Clark, K. and Fujimoto, T. (1991). Product Development Performance: Strategy, Organization, and Management in the World Auto Industry. Boston, MA: Harvard Business School Press.
  3. Cutcher-Gershenfeld, J. (1991) 'The Impact on Economic Performance of a Transformation in Workplace Relations', Industrial and Labor Relations Review, January. · DOI
  4. Davenport, T. and Nohria, N. (1994) 'Case Management and the Integration of Labor', Shan Management Review, Winter. · DOI
  5. Day, D. and Silverman, S. (1989) 'Personality and Job Performance: Evidence of Incremental Validity', Personnel Psychology, 25-36. · DOI
  6. Galbraith, J. (1994) Competing with Flexible Lateral Organizations. Reading, MA: Addison-Wesley.
  7. Gittell, J.H., Fairfleld, K., Bierbaum, B., Head, W., Jackson, R., Kelly, M., Laskin, R., Lipson, S., Siliski, J., Thornhill, T. and Zuckerman, J. (2000) 'Impact of Relational Co-ordination on Service Quality, Post-Operative Pain and Functioning, and the Length of Stay: A Nine Hospital Study of Surgical Patients', revised and resubmitted to Medical Care. · DOI · Paper page
  8. Gouldner, A. (1954) Patterns of Industrial Bureaucracy. Glencoe, IL: Free Press.
  9. Hackman, R. (1987) "The Design of Work Teams'. In Lorsch, J. (ed.) Handbook of Organizational Behavior. Englewood Cliffs, NJ: Prentice Hall.
  10. Hackman, R. and Oldham, G. (1980) Work Redesign. Boston: Addison-Wesley.
  11. Lawrence, P. and Lorsch, J. (1967) Organization and Environment: Managing Differentiation and Integration. Boston, MA: Harvard Business School Press.
  12. Likert, R. (1961) New Patterns of Management. New York, NY: McGraw-Hill.
  13. Loveman, G. (1994) 'An Assessment of the Productivity Impact of Information Technologies'. In Alien, T. and Morton, M.S. (eds) Information Technology and the Corporation of the 1990s: Research Studies. New York: Oxford University Press. · DOI
  14. McGregor, D. (1960). The Human Side of Enterprise. New York: McGraw-Hill.
  15. March, J. and Simon, H. (1958) Organizations. New York: Wiley.
  16. Nohria, N. and Ecoles, R. (1992) 'Face-to-Face: Making Network Organizations Work'. In Eccles, R. and Nohria, N. (eds) Networks and Organizations: Structure, Form and Action. Boston, MA: Harvard Business School Press.
  17. Pieuss, G. (1997) "The Structuring of Organizational Information Capacity: An Examination of Hospital Care', Academy of Management Proceedings. · DOI
  18. Schlesinger, L. and Heskett, J. (1991) "The Service-Driven Service Company', Harvard Business Review, September/October.
  19. Thompson, J. (1967) Organizations in Action: Social Science Bases of Administrative Theory. New York: McGraw-Hill.
  20. Wallon, R. and Dutton, J. (1967) 'The Management of Interdepartmental Conflict: A Model and Review', Administrative Science Quarterly, 73-83.
  21. Zuboff, S. (1988). In the Age of the Smart Machine. Cambridge, MA: Harvard University Press.

Cited by

See all 327

Metadata

Authors
Gittell, J. H.
Venue
The International Journal of Human Resource Management
Publisher
Informa UK Limited
Published
2000-01
Volume
11
Issue
3
Pages
517-539
ISSN
  • 0958-5192 (ISSN-L)
  • 1466-4399
DOI
10.1080/095851900339747
OpenAlex
W2045813474
Cited by
327
References
3
FWCI
11.33
Type
journal article
Language
en
Open access
closed

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

How to cite

Cite CoChat for the checks on this page, and the paper for its own findings.

This page
CoChat. (2026). Citation check: Organizing work to support relational co-ordination. https://app.cochat.ai/papers/10.1080/095851900339747
The paper
Gittell, J. H. (2000). Organizing work to support relational co-ordination. The International Journal of Human Resource Management. https://doi.org/10.1080/095851900339747

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.