The Emergent Evolution of Human Risks in Service Companies Due to Control Industrialization: An Empirical Research
AbstractService enterprises have traditionally used organizational models from the manufacturing and industrial sectors, incorporating ideas such as hierarchy, task repetition, and standardization of procedures. However, these disciplined production systems tend to use humans more than machines in the production of services, which we posit may lead to significant organizational problems. Consequently, we conducted an ethnographic study on the notion of “human risks” in service companies from the Geneva region, which is known primarily for its banking sector. Our study is based on transcripts from more than sixty semi-directed interviews conducted over the last two years. Our findings and analyses indicate that service companies are indeed quite “industrialized,” and that “process normalization,” which is intended to mitigate operational risks in service industries, is actually at the core of significant organizational risks.
Download InfoTo our knowledge, this item is not available for download. To find whether it is available, there are three options:
1. Check below under "Related research" whether another version of this item is available online.
2. Check on the provider's web page whether it is in fact available.
3. Perform a search for a similarly titled item that would be available.
Bibliographic InfoArticle provided by Capco Institute in its journal Journal of Financial Transformation.
Volume (Year): 30 (2010)
Issue (Month): ()
Contact details of provider:
Postal: 120 Broadway, 29th Floor New York, NY 10271
Phone: +1 212 284 8600
Web page: http://www.capco.com/
Human risk; Organizational Risk; Enterprise Risk Management; Ethnography; Service Science; Industrialization of Services;
Find related papers by JEL classification:
- M42 - Business Administration and Business Economics; Marketing; Accounting - - Accounting - - - Auditing
You can help add them by filling out this form.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Peter Springett).
If references are entirely missing, you can add them using this form.