Information-intensive services are being globally disaggregated as corporations respond to the pressures of increasing global competition, and take advantage of the opportunities made available by the progress of information technology and the emerging global work force. In order to globally...

The literature on organization design has been dominated by descriptive models in its dealing with structure and operations. This paper takes an alternative view advocating the use of a normative model to be used in the design of service organizations. This model sees the extent of customer...

This research provides an empirically derived measurement model for customer contact, a widely used construct in service management. The model was created by applying two psychometric scaling techniques, Multidimensional Scaling (MDS) and the method of paired comparisons, and Content Analysis,...

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