Angelis, J., Parry, G. and Macintyre, M.
Discretion and complexity in customer focused environments.
European Management Journal, 30 (5).
Publisher's URL: http://dx.doi.org/10.1016/j.emj.2012.05.005
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.
|Uncontrolled Keywords:||service complexity, task discretion, co-creative operations|
Dr G. Parry
|Deposited On:||17 Jul 2012 10:44|
|Last Modified:||13 Aug 2013 16:09|
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