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How different is professional service operations management?

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Lewis, Michael and Brown, A. D. (2012) How different is professional service operations management? Journal of Operations Management, Vol. 30 (No. 1-2). pp. 1-11. doi:10.1016/j.jom.2011.04.002

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Official URL: http://dx.doi.org/10.1016/j.jom.2011.04.002

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Abstract

This paper presents detailed analysis of the operational and operations management characteristics of a professional service firm, a legal partnership. An in-depth study of customer interactions, service customization, process throughput and variability, professional employee behavior and managerial interventions provided the basis for confirmatory and exploratory research. The results suggested a number of refinements to existing conceptualizations of the professional service type operation and indicated areas where professional service operations management should be viewed as highly distinctive. First, professional–client exchange is variably asymmetrical – with significant implications for service package and process design. Second, professional service operations comprise a substantial number of less variable and faster throughput processes – creating a significant opportunity for commoditization. Third, professional status and corresponding organisational structures (e.g. the partnership model) need to be explicitly recognised in any typology – these factors introduce distinctive trade-offs when seeking greater efficiency and effectiveness.

Item Type: Journal Article
Divisions: Faculty of Social Sciences > Warwick Business School
Journal or Publication Title: Journal of Operations Management
Publisher: Elsevier BV
ISSN: 02726963
Official Date: 2012
Dates:
DateEvent
2012Published
Volume: Vol. 30
Number: No. 1-2
Page Range: pp. 1-11
DOI: 10.1016/j.jom.2011.04.002
Status: Peer Reviewed
Publication Status: Published
Access rights to Published version: Restricted or Subscription Access

Data sourced from Thomson Reuters' Web of Knowledge

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