Discretion and complexity in customer focused environments
(2012)
Journal Article
Angelis, J., Parry, G., & Macintyre, M. (2012). Discretion and complexity in customer focused environments. European Management Journal, 30(5), 466-472. https://doi.org/10.1016/j.emj.2012.05.005
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 s... Read More about Discretion and complexity in customer focused environments.