How Management Control Systems can Affect the Performance of Service Operations

The relationship between the operational behaviour of a service system and the type of management control system used by the service company is addressed. A number of case studies are used to demonstrate that when the management control systems are not well adapted to the service strategy, the service operators have a tendency to show an operational behaviour that might destroy competitive advantage and result in poor service quality.

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Year of publication:	1988
Authors:	Bruggeman, W. ; Bartholomeeusen, L. ; Heene, A.
Published in:	International Journal of Operations & Production Management. - MCB UP Ltd, ISSN 1758-6593, ZDB-ID 2032083-8. - Vol. 8.1988, 3, p. 76-85
Publisher:	MCB UP Ltd
Subject:	Consultants \| Management Control \| Managers \| Profit Centres

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Type of publication:	Article
Type of publication (narrower categories):	review-article
Language:	English
Other identifiers:	10.1108/eb054827 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014791093