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Thus, this paper aims to focus on the context\u2010specific analysis of the impacts of ICT services on knowledge work.<\/jats:italic><\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p><jats:italic>This paper uses a literature review and a case study conducted in a medium\u2010sized European teleoperator company. The case study examines the measurement process for capturing the knowledge work productivity impacts produced by a new ICT service used by the company.<\/jats:italic><\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p><jats:italic>ICT can be used to eliminate non\u2010value\u2010adding tasks or to make them more efficient. ICT can also improve employee welfare, for example, through transforming the content of work by deleting unimportant activities. The empirical study showed that, contrary to the view presented in the prior literature, it does not seem that difficult to measure the impacts of ICT on knowledge work productivity. A key point in the measurement is identification of case\u2010specific impact factors by examining the characteristics of the ICT service and the organisational setting.<\/jats:italic><\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p><jats:italic>The results of the paper will be useful for managers studying the impacts of ICT investments in their organizations.<\/jats:italic><\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p><jats:italic>This paper contributes to the prior literature on ICT and knowledge work productivity by explaining how the impacts of ICT can be analysed in a given empirical context. The specific novelty value of the study lies in the new knowledge concerning the identification of the impact factors.<\/jats:italic><\/jats:p><\/jats:sec>","DOI":"10.1108\/jkm-03-2013-0113","type":"journal-article","created":{"date-parts":[[2013,7,18]],"date-time":"2013-07-18T07:50:42Z","timestamp":1374133842000},"page":"545-557","source":"Crossref","is-referenced-by-count":38,"title":["Analysing the impacts of ICT on knowledge work productivity"],"prefix":"10.1108","volume":"17","author":[{"given":"Miikka","family":"Palvalin","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Antti","family":"L\u00f6nnqvist","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Maiju","family":"Vuolle","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","reference":[{"key":"key2022031620445331900_b1","doi-asserted-by":"crossref","unstructured":"Aghazadeh, S\u2010M. and Seyedian, M. 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