IDEAS home Printed from https://ideas.repec.org/a/eee/eurman/v30y2012i5p466-472.html
   My bibliography  Save this article

Discretion and complexity in customer focused environments

Author

Listed:
  • Angelis, Jannis
  • Parry, Glenn
  • Macintyre, Mairi

Abstract

Operations have traditionally focused on reductive analysis; transactional processes open to mass-customisation and standardisation. This study proposes that service complexity created by extensive ‘reasonable’ customer demand limits the ability to standardise and manage systems through mass-customisation. Beyond mass-customisation we propose management is by discretion. Discretion is difficult, if not impossible to codify, so operations are ‘managed’ via framework principles that also are difficult to replicate and provide a source of sustainable competitive advantage. The study furthers the servitisation discussion through a public sector services case.

Suggested Citation

  • Angelis, Jannis & Parry, Glenn & Macintyre, Mairi, 2012. "Discretion and complexity in customer focused environments," European Management Journal, Elsevier, vol. 30(5), pages 466-472.
    • Handle: RePEc:eee:eurman:v:30:y:2012:i:5:p:466-472
    DOI: 10.1016/j.emj.2012.05.005
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0263237312000618
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.emj.2012.05.005?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Vandermerwe, Sandra & Rada, Juan, 1988. "Servitization of business: Adding value by adding services," European Management Journal, Elsevier, vol. 6(4), pages 314-324, December.
    2. Gebauer, Heiko & Gustafsson, Anders & Witell, Lars, 2011. "Competitive advantage through service differentiation by manufacturing companies," Journal of Business Research, Elsevier, vol. 64(12), pages 1270-1280.
    3. Yunchuan Liu & Tony Haitao Cui, 2010. "The Length of Product Line in Distribution Channels," Marketing Science, INFORMS, vol. 29(3), pages 474-482, 05-06.
    4. Ng, Irene C.L. & Maull, Roger & Yip, Nick, 2009. "Outcome-based contracts as a driver for systems thinking and service-dominant logic in service science: Evidence from the defence industry," European Management Journal, Elsevier, vol. 27(6), pages 377-387, December.
    5. John Boudreau & Wallace Hopp & John O. McClain & L. Joseph Thomas, 2003. "On the Interface Between Operations and Human Resources Management," Manufacturing & Service Operations Management, INFORMS, vol. 5(3), pages 179-202, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Piotr Wajszczyk, 2016. "Informal Institutions in the Corporate Governance System in Russia," Annales. Ethics in Economic Life, University of Lodz, Faculty of Economics and Sociology, vol. 19(4), pages 113-121, December.
    2. Poulis, Konstantinos, 2021. "Complexity as an empirical tendency: Promoting non-measurement as a means to enhanced understanding," European Management Journal, Elsevier, vol. 39(4), pages 487-496.
    3. Jixia Yang & Kuo Hui Frank Yu & Chi-Jui Huang, 2019. "Service employees’ concurrent adaptive and unethical behaviors in complex or non-routine tasks: The effects of customer control and self-monitoring personality," Asia Pacific Journal of Management, Springer, vol. 36(1), pages 245-273, March.
    4. Walsh, Gianfranco, 2019. "Service employees’ naturally felt emotions: Do they matter?," European Management Journal, Elsevier, vol. 37(1), pages 78-85.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Green, Maxwell H. & Davies, Philip & Ng, Irene C.L., 2017. "Two strands of servitization: A thematic analysis of traditional and customer co-created servitization and future research directions," International Journal of Production Economics, Elsevier, vol. 192(C), pages 40-53.
    2. Ashkan Faramarzi & Stefan Worm & Wolfgang Ulaga, 2024. "Service strategy’s effect on firm performance: A meta-analysis of the servitization literature," Journal of the Academy of Marketing Science, Springer, vol. 52(4), pages 1018-1044, July.
    3. Rabetino, Rodrigo & Kohtamäki, Marko & Gebauer, Heiko, 2017. "Strategy map of servitization," International Journal of Production Economics, Elsevier, vol. 192(C), pages 144-156.
    4. Matthieu Crozet & Emmanuel Milet, 2017. "Should everybody be in services? The effect of servitization on manufacturing firm performance," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 26(4), pages 820-841, December.
    5. Kindström, Daniel & Kowalkowski, Christian & Sandberg, Erik, 2013. "Enabling service innovation: A dynamic capabilities approach," Journal of Business Research, Elsevier, vol. 66(8), pages 1063-1073.
    6. David Hidalgo-Carvajal & Ruth Carrasco-Gallego & Gustavo Morales-Alonso, 2021. "From Goods to Services and from Linear to Circular: The Role of Servitization’s Challenges and Drivers in the Shifting Process," Sustainability, MDPI, vol. 13(8), pages 1-26, April.
    7. Li, Ai Qiang & Kumar, Maneesh & Claes, Björn & Found, Pauline, 2020. "The state-of-the-art of the theory on Product-Service Systems," International Journal of Production Economics, Elsevier, vol. 222(C).
    8. Myungjin Hyun & Jieun Kim, 2021. "Challenge or opportunity? A case of tire rental servitization from financial and channel perspectives," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 1-17, March.
    9. Maximilian Bock & Martin Wiener & Carol Saunders, 2023. "Non-ownership business models in the manufacturing industry: Uncertainty-exploiting versus uncertainty-mitigating designs and the role of context factors," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-18, December.
    10. Öhman, Mikael & Finne, Max & Holmström, Jan, 2015. "Measuring service outcomes for adaptive preventive maintenance," International Journal of Production Economics, Elsevier, vol. 170(PB), pages 457-467.
    11. Alina Neamtu Idorasi & Stelian Stancu & Oana Madalina Popescu & Ionut Constantin, 2019. "The customer perspective – an effective and efficient way to differentiate for companies in the globalization era," Manager Journal, Faculty of Business and Administration, University of Bucharest, vol. 30(1), pages 31-51, December.
    12. Morgan, Todd & Anokhin, Sergey Alexander & Wincent, Joakim, 2019. "New service development by manufacturing firms: Effects of customer participation under environmental contingencies," Journal of Business Research, Elsevier, vol. 104(C), pages 497-505.
    13. Huikkola, Tuomas & Kohtamäki, Marko & Rabetino, Rodrigo & Makkonen, Hannu & Holtkamp, Philipp, 2022. "Overcoming the challenges of smart solution development: Co-alignment of processes, routines, and practices to manage product, service, and software integration," Technovation, Elsevier, vol. 118(C).
    14. Antonios Karatzas & Georgios Papadopoulos & Janet Godsell, 2020. "Servitization and the Effect of Training on Service Delivery System Performance," Production and Operations Management, Production and Operations Management Society, vol. 29(5), pages 1101-1121, May.
    15. Max Finne & Saara Brax & Jan Holmström, 2013. "Reversed servitization paths: a case analysis of two manufacturers," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 513-537, December.
    16. Datta, Partha Priya, 2020. "Hidden costs in different stages of advanced services – A multi-actor perspective of performance based contracts," Journal of Business Research, Elsevier, vol. 121(C), pages 667-685.
    17. Rammal, Hussain G. & Rose, Elizabeth L. & Ghauri, Pervez N. & Ørberg Jensen, Peter D. & Kipping, Matthias & Petersen, Bent & Scerri, Moira, 2022. "Economic nationalism and internationalization of services: Review and research agenda," Journal of World Business, Elsevier, vol. 57(3).
    18. Mar’atus Sholihah & Tatsuru Maezono & Yuya Mitake & Yoshiki Shimomura, 2020. "Formulating Service-Oriented Strategies for Servitization of Manufacturing Companies," Sustainability, MDPI, vol. 12(22), pages 1-30, November.
    19. Alessandro Augurio & Laura Castaldi & Felice Addeo, 2018. "Servitization in managerial literature: A content analysis," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2018(2), pages 131-160.
    20. Lucie Kanovska & Eva Tomaskova, 2018. "The Impact of Service Offering on Business Performance in Electrical Engineering Companies," European Research Studies Journal, European Research Studies Journal, vol. 0(4), pages 92-108.

    More about this item

    Keywords

    Service complexity;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:eurman:v:30:y:2012:i:5:p:466-472. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/115/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.