Designing effective service operations: comparative case research from the Netherlands

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.

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Year of publication:	1995
Authors:	Westbrook, Roy ; Morris, Tim

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Type of publication:	Article
Language:	English
Notes:	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.
Other identifiers:	10.1111/j.1468-005X.1995.tb00003.x [DOI]
Source:	BASE

Persistent link: https://www.econbiz.de/10011422974