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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:

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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: Dr G. Parry
Deposited On:17 Jul 2012 10:44
Last Modified:13 Aug 2013 16:09

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