A framework for analyzing customer service orientations in manufacturing

Article Abstract:

The proposed framework first clarifies the concept of customer service in a manufacturing context. Then the key strategic choices associated with emphasizing a customer service-oriented strategy are specified. Next, the organizational arrangements necessary to implement these strategic choices are described. Finally, alternative effective configurations of the strategic choices, organizational arrangements, and customer service activities are proposed. Research propositions are presented that focus on the relationship between central contingencies in the strategic management literature and customer service in manufacturing. (Reprinted by permission of the publisher.)

Manufacturing industry, Manufacturing industries, Strategic planning (Business), Organizational behavior

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Organization and customer: managing design and coordination of services

Article Abstract:

Customer participation in the operations of service organizations can be a major source of input uncertainty. A framework for analyzing service organizations is presented in which different conditions of input uncertainty are matched with the design of different interdependence patterns which, in turn, are matched to different portfolios of coordination mechanisms. The composition of portfolios draws on both the conventional organizational literature and recent work on control mechanisms at the client-service firm interface. (Reprinted by permission of the publisher.)

Business enterprises

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Transaction cost analysis of service organization - customer exchange

Article Abstract:

Transaction cost analysis appears to be the most efficacious model for organizing service organization customer exchanges. The key to effective application is the development of efficient intermediary governance mechanisms, which can be used to define practical boundaries between the organization and its customers. This, in turn, provides a basis for devising cost-effective improvements, restructuring organizational services and streamlining delivery systems.

Models, Economic aspects, Organizational research

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