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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Delivering high quality service during the service encounter is central to competitive advantage in service organizations. However, achieving such high quality while controlling for costs is a major challenge for service managers. The purpose of this paper is to present an approach for...