Discretion and complexity in customer focused environments
2012 (English)In: European Management Journal, ISSN 0263-2373, Vol. 30, no 5, 466-472 p.Article in journal (Refereed) Published
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.
Place, publisher, year, edition, pages
2012. Vol. 30, no 5, 466-472 p.
Service complexity, Task discretion, Co-creative operations
IdentifiersURN: urn:nbn:se:kth:diva-62989DOI: 10.1016/j.emj.2012.05.005ISI: 000309303300007ScopusID: 2-s2.0-84866004549OAI: oai:DiVA.org:kth-62989DiVA: diva2:481468
QC 201209122012-01-212012-01-212012-11-09Bibliographically approved