Discretion and complexity in customer focused environments

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. © 2012 Elsevier Ltd.

• Journal Article Type: Article
• Publication Date: Oct 1, 2012
• Publicly Available Date: Jun 7, 2019
• Journal: European Management Journal
• Print ISSN: 0263-2373
• Publisher: Elsevier
• Peer Reviewed: Peer Reviewed
• Volume: 30
• Issue: 5
• Pages: 466-472
• DOI: https://doi.org/10.1016/j.emj.2012.05.005
• Keywords: service complexity, task discretion, co-creative operations
• Public URL: https://uwe-repository.worktribe.com/output/944242
• Publisher URL: http://dx.doi.org/10.1016/j.emj.2012.05.005