Service management and organizational design

Torstein Nesheim

Scandinavian Journal of Management, 1990, vol. 6, issue 3, 181-195

Abstract: In this paper it is pointed out that customers and service firms receive scant attention in organization theory in general, and in the field of organizational design specifically. Some of the contributions of service management literature are discussed. This stream of literature has generated important insights, but it does not constitute a novel theoretical perspective. The author reformulates the theoretical arguments, drawing on a general contingency approach to organizational design. Thirteen hypotheses on appropriate design choices are proposed. In the last section the hypotheses are related to the substance of transaction cost theory and structural contingency theory. It is concluded that research could fruitfully proceed by integrating new insights from service management with existing perspectives in organization theory.

Keywords: Service; management; organizational; design; contingency; theory (search for similar items in EconPapers)
Date: 1990
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