Concerted Quantification: How Knowledge Workers Limit Overwork While Maintaining Client Satisfaction

The authors thank the workers of Finance Co. for their participation as well as the following people for feedback provided on this work: Lindsey Cameron, Curtis Chan, Audrey Holm, Ruthanne Huising, Becky Karp, Katherine Kellogg, Erin Kelly, Anders Krabbe, Susan Silbey, and Ezra Zuckerman Sivan. The authors also thank editor Aruna Ranganathan and three anonymous reviewers for developmental comments. This research benefited from comments from presentations and seminars at the Academy of Management, the Boston Field Researchers Conference, Emlyon, the Wharton’s People and Organizations Conference, and the Massachusetts Institute of Technology.