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Customer-induced uncertainty in predicting organizational design: Empirical evidence challenging the service versus manufacturing dichotomy

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  • Chowdhury, Sanjib
  • Miles, Grant

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  • Chowdhury, Sanjib & Miles, Grant, 2006. "Customer-induced uncertainty in predicting organizational design: Empirical evidence challenging the service versus manufacturing dichotomy," Journal of Business Research, Elsevier, vol. 59(1), pages 121-129, January.
    • Handle: RePEc:eee:jbrese:v:59:y:2006:i:1:p:121-129
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    References listed on IDEAS

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    2. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    3. Bruce C. Skaggs & Mark Youndt, 2004. "Strategic positioning, human capital, and performance in service organizations: a customer interaction approach," Strategic Management Journal, Wiley Blackwell, vol. 25(1), pages 85-99, January.
    4. Deborah L. Kellogg & Richard B. Chase, 1995. "Constructing an Empirically Derived Measure for Customer Contact," Management Science, INFORMS, vol. 41(11), pages 1734-1749, November.
    5. Exton, Edward J., 1992. "Services--the impact of the technology explosion," Telecommunications Policy, Elsevier, vol. 16(2), pages 105-109, March.
    6. Argote, Linda & Turner, Marlene E. & Fichman, Mark, 1989. "To centralize or not to centralize: The effects of uncertainty and threat on group structure and performance," Organizational Behavior and Human Decision Processes, Elsevier, vol. 43(1), pages 58-74, February.
    7. Jody Hoffer Gittell, 2002. "Coordinating Mechanisms in Care Provider Groups: Relational Coordination as a Mediator and Input Uncertainty as a Moderator of Performance Effects," Management Science, INFORMS, vol. 48(11), pages 1408-1426, November.
    8. Richard B. Chase, 1981. "The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions," Operations Research, INFORMS, vol. 29(4), pages 698-706, August.
    9. Gruner, Kjell E. & Homburg, Christian, 2000. "Does Customer Interaction Enhance New Product Success?," Journal of Business Research, Elsevier, vol. 49(1), pages 1-14, July.
    10. Jones, Gareth R., 1990. "Governing customer-service organization exchange," Journal of Business Research, Elsevier, vol. 20(1), pages 23-29, January.
    11. Tansik, David A., 1990. "Balance in service systems design," Journal of Business Research, Elsevier, vol. 20(1), pages 55-61, January.
    12. Richard B. Chase & David A. Tansik, 1983. "The Customer Contact Model for Organization Design," Management Science, INFORMS, vol. 29(9), pages 1037-1050, September.
    13. Peter Duchessi, 1987. "A Methodology for Determining a Hospital's Expected Costs for Changes in Patient Load and Service Mix," Management Science, INFORMS, vol. 33(1), pages 73-85, January.
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    Cited by:

    1. Erim Ergene & Bruce Skaggs & Inigo Echeveste, 2021. "Service production in high captivity service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 19-43, March.
    2. Robert Fabac & Ivan Mance, 2011. "Customer Relationship Management System in Occupational Safety & Health Companies: Research on Practice and Preliminary Design Solution," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage: http://indecs.eu, vol. 9(2), pages 101-118.

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