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Customer-induced uncertainty in predicting organizational design: Empirical evidence challenging the service versus manufacturing dichotomy

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  • Chowdhury, Sanjib
  • Miles, Grant

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  • Chowdhury, Sanjib & Miles, Grant, 2006. "Customer-induced uncertainty in predicting organizational design: Empirical evidence challenging the service versus manufacturing dichotomy," Journal of Business Research, Elsevier, vol. 59(1), pages 121-129, January.
    • Handle: RePEc:eee:jbrese:v:59:y:2006:i:1:p:121-129
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    References listed on IDEAS

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    1. Danny Miller, 1991. "Stale in the Saddle: CEO Tenure and the Match Between Organization and Environment," Management Science, INFORMS, vol. 37(1), pages 34-52, January.
    2. Richard B. Chase, 1981. "The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions," Operations Research, INFORMS, vol. 29(4), pages 698-706, August.
    3. Peter Duchessi, 1987. "A Methodology for Determining a Hospital's Expected Costs for Changes in Patient Load and Service Mix," Management Science, INFORMS, vol. 33(1), pages 73-85, January.
    4. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    5. Tansik, David A., 1990. "Balance in service systems design," Journal of Business Research, Elsevier, vol. 20(1), pages 55-61, January.
    6. Richard B. Chase & David A. Tansik, 1983. "The Customer Contact Model for Organization Design," Management Science, INFORMS, vol. 29(9), pages 1037-1050, September.
    7. Bruce C. Skaggs & Mark Youndt, 2004. "Strategic positioning, human capital, and performance in service organizations: a customer interaction approach," Strategic Management Journal, Wiley Blackwell, vol. 25(1), pages 85-99, January.
    8. Deborah L. Kellogg & Richard B. Chase, 1995. "Constructing an Empirically Derived Measure for Customer Contact," Management Science, INFORMS, vol. 41(11), pages 1734-1749, November.
    9. Exton, Edward J., 1992. "Services--the impact of the technology explosion," Telecommunications Policy, Elsevier, vol. 16(2), pages 105-109, March.
    10. Argote, Linda & Turner, Marlene E. & Fichman, Mark, 1989. "To centralize or not to centralize: The effects of uncertainty and threat on group structure and performance," Organizational Behavior and Human Decision Processes, Elsevier, vol. 43(1), pages 58-74, February.
    11. Jody Hoffer Gittell, 2002. "Coordinating Mechanisms in Care Provider Groups: Relational Coordination as a Mediator and Input Uncertainty as a Moderator of Performance Effects," Management Science, INFORMS, vol. 48(11), pages 1408-1426, November.
    12. Gruner, Kjell E. & Homburg, Christian, 2000. "Does Customer Interaction Enhance New Product Success?," Journal of Business Research, Elsevier, vol. 49(1), pages 1-14, July.
    13. Jones, Gareth R., 1990. "Governing customer-service organization exchange," Journal of Business Research, Elsevier, vol. 20(1), pages 23-29, January.
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    Cited by:

    1. Robert Fabac & Ivan Mance, 2011. "Customer Relationship Management System in Occupational Safety & Health Companies: Research on Practice and Preliminary Design Solution," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage: http://indecs.eu, vol. 9(2), pages 101-118.
    2. Erim Ergene & Bruce Skaggs & Inigo Echeveste, 2021. "Service production in high captivity service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 19-43, March.

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