The Library
Discretion and complexity in customer focused environments
Tools
Angelis, Jannis, Parry, Glenn and Macintyre, Mairi (2012) Discretion and complexity in customer focused environments. European Management Journal, Vol.30 (No.5). pp. 466-472. doi:10.1016/j.emj.2012.05.005 ISSN 0263-2373.
Research output not available from this repository.
Request-a-Copy directly from author or use local Library Get it For Me service.
Official URL: http://dx.doi.org/10.1016/j.emj.2012.05.005
Abstract
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: | Journal Article | ||||
---|---|---|---|---|---|
Divisions: | Faculty of Science, Engineering and Medicine > Engineering > WMG (Formerly the Warwick Manufacturing Group) | ||||
Journal or Publication Title: | European Management Journal | ||||
Publisher: | Elsevier Science Ltd. | ||||
ISSN: | 0263-2373 | ||||
Official Date: | 2012 | ||||
Dates: |
|
||||
Volume: | Vol.30 | ||||
Number: | No.5 | ||||
Page Range: | pp. 466-472 | ||||
DOI: | 10.1016/j.emj.2012.05.005 | ||||
Status: | Peer Reviewed | ||||
Publication Status: | Published |
Request changes or add full text files to a record
Repository staff actions (login required)
View Item |