NDLI: A CUSTOMER INTERACTION APPROACH TO STRATEGY AND PRODUCTION COMPLEXITY ALIGNMENT IN SERVICE FIRMS.

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A CUSTOMER INTERACTION APPROACH TO STRATEGY AND PRODUCTION COMPLEXITY ALIGNMENT IN SERVICE FIRMS.

Content Provider	Scilit
Author	Skaggs, Bruce C. Huffman, Tammy Ross
Copyright Year	2003
Description	This study shows that the strategies of service firms affect the uncertainty they encounter in their dealings with customers. This strategically induced uncertainty then becomes the mechanism by which service firms organize their production processes. In a study of 234 service firms representing 96 different industries, we found strong support for relationships between these organizations' strategies and the level of complexity in their production processes. In addition, service firms that possessed the hypothesized fit between strategy and service production complexity tended to experience higher performance.
Related Links	http://amj.aom.org/content/46/6/775.full.pdf
Ending Page	786
Page Count	12
Starting Page	775
ISSN	00014273
e-ISSN	19480989
DOI	10.2307/30040668
Journal	Academy of Management Journal
Issue Number	6
Volume Number	46
Language	English
Publisher	Duke University Press
Access Restriction	Open
Subject Keyword	Business and Management Cybernetical Science Service Industries -- Management Customer Relations Industrial Management Production Management Strategic Planning Customer Services Labor Process Organizational Behavior Decision Making Customer Satisfaction Customer Orientation Marketing Strategy
Content Type	Text
Resource Type	Article
Subject	Business and International Management Strategy and Management Management of Technology and Innovation

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