Designing effective service operations: comparative case research from the Netherlands

Westbrook, Roy and Morris, Tim (1995) Designing effective service operations: comparative case research from the Netherlands. New Technology, Work and Employment, 10 (1). pp. 32-45.

Abstract

This article examines the introduction of centralized processing. It looks at the multiple objectives underlying the initiative and how these were managed in implementation. Drawing on empirical data gathered at three similar sites a comparative analysis of the outcomes of centralization is presented and the variances are explained.

Item Type: Article
Keywords: business planning; strategic planning
Subject(s): Corporate reputation
Professional services
Centre: Centre for Professional Firms
Oxford University Centre for Corporate Reputation
Date Deposited: 02 Nov 2011 15:24
Last Modified: 04 Dec 2018 15:15
URI: http://eureka.sbs.ox.ac.uk/id/eprint/1064

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