Discretion and complexity in customer focused environments

Jannis Angelis, Glenn Parry and Mairi Macintyre

European Management Journal, 2012, vol. 30, issue 5, 466-472

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.

Keywords: Service complexity (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:eurman:v:30:y:2012:i:5:p:466-472

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DOI: 10.1016/j.emj.2012.05.005

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