search query: @author Larsson, R. / total: 6
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| Author: | Larsson, R. Bowen, D. E. |
| Title: | Organization and customer: Managing design and coordination of services. (!Customer participation) |
| Journal: | Academy of Management Review
1989 : APR, VOL. 14:2, p. 213-233 |
| Index terms: | CUSTOMERS ORGANIZATION SERVICE INDUSTRIES |
| Language: | eng |
| Abstract: | Customer participation in the operations of service organizations can be a major source of input uncertainty. A framework for analyzing service organizations is presented in which different conditions of input uncertainty are matched with the design of different interdependence patterns which, in turn, are matched to different portfolios of coordination mechanisms. The composition of portfolios draws on both the conventional organizational literature and recent work on control mechanisms at client/service firm interface. The importance of service operations to manufacturing firms is also indicated. |
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