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Designing effective service operations: comparative case research from the Netherlands
Author(s) -
Westbrook Roy,
Morris Tim
Publication year - 1995
Publication title -
new technology, work and employment
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.889
H-Index - 45
eISSN - 1468-005X
pISSN - 0268-1072
DOI - 10.1111/j.1468-005x.1995.tb00003.x
Subject(s) - service (business) , comparative case , comparative research , operations research , empirical research , computer science , operations management , process management , management science , data science , business , marketing , engineering , sociology , social science , mathematics , statistics , linguistics , philosophy
This article examines the introduction of centralized processing. It looks at the multiple objectives underlying the initiative and how these were managed in implementation. Drawing on empirical data gathered at three similar sites a comparative analysis of the outcomes of centralization is presented and the variances are explained.