Login to UWE

Discretion and complexity in customer focused environments

Angelis, J., Parry, G. and Macintyre, M. (2012) Discretion and complexity in customer focused environments. European Management Journal, 30 (5). pp. 466-472. ISSN 0263-2373 Available from:

[img] Microsoft Word 2007 - Submitted Version
PDF - Submitted Version

Publisher's URL:


Operations have traditionally focused on reductive analysis; transactional processes open to mass-customisation and standardisation. This study proposes that service complexity created by extensive ‘reasonable’ customer demand limits the ability to standardise and manage systems through mass-customisation. Beyond mass-customisation we propose management is by discretion. Discretion is difficult, if not impossible to codify, so operations are ‘managed’ via framework principles that also are difficult to replicate and provide a source of sustainable competitive advantage. The study furthers the servitisation discussion through a public sector services case.

Item Type:Article
Uncontrolled Keywords:service complexity, task discretion, co-creative operations
ID Code:16985
Deposited By: Professor G. Parry
Deposited On:17 Jul 2012 10:44
Last Modified:03 May 2016 11:18

Request a change to this item

Total Document Downloads in Past 12 Months

Document Downloads

Total Document Downloads

More statistics for this item...


Copyright 2017 © UWE better together