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Discretion and complexity in customer focused environments

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  • 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
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    References listed on IDEAS

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    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.
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    Cited by:

    1. 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.
    2. 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.
    3. Walsh, Gianfranco, 2019. "Service employees’ naturally felt emotions: Do they matter?," European Management Journal, Elsevier, vol. 37(1), pages 78-85.
    4. 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.

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