The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Organization and Customer: Managing Design and Coordination of Services
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 the client/service firm interface.
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Citations
Cites
Determinants of Coordination Modes within Organizations
Ven, A. H. V. D., Delbecq, A. L., & Koenig, R. (1976) · American Sociological Review · doi:10.2307/2094477 · Cited by 1,979
Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation
Mills, P. K., & Morris, J. H. (1986) · The Academy of Management Review · doi:10.2307/258392 · Cited by 735
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Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015) · Journal of Service Research · doi:10.1177/1094670515576315 · Cited by 1,469
Self-citationDesigning Virtual Customer Environments for New Product Development: Toward a Theory
Nambisan, S. (2002) · The Academy of Management Review · doi:10.5465/amr.2002.7389914 · Cited by 1,026
Service design for experience-centric services
Zomerdijk, L. G., & Voss, C. A. (2010) · Journal of Service Research · doi:10.1177/1094670509351960 · Cited by 960
“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N. V., & De Keyser, A. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.03.008 · Cited by 779
Self-citationArchetypes of Service Innovation: Implications for Value Cocreation
Helkkula, A., Kowalkowski, C., & Tronvoll, B. (2018) · Journal of Service Research · doi:10.1177/1094670517746776 · Cited by 224
Narayanan, S., Jayaraman, V., Luo, Y., & Swaminathan, J. M. (2011) · Journal of Operations Management · doi:10.1016/j.jom.2010.05.001 · Cited by 202
Fragmenting global business processes: A protection for proprietary information
Gooris, J., & Peeters, C. (2016) · Journal of International Business Studies · doi:10.1057/jibs.2015.44 · Cited by 66
Metadata
- Authors
- Larsson, R., & Bowen, D. E.
- Venue
- The Academy of Management Review
- Publisher
- Academy of Management
- Published
- 1989-04
- Volume
- 14
- Issue
- 2
- Pages
- 213
- ISSN
- 0363-7425 (ISSN-L)
- OpenAlex
- W2101049645
- Cited by
- 434
- References
- 2
- FWCI
- 7.41
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
