Purpose – The purpose of this paper is to explore the rationale for the lack of growth in the two‐wheeler service sector despite an exponential growth in the number of two‐wheelers on Indian roads. Design/methodology/approach – The data of a premier manufacturer were gathered to develop...

Purpose – The purpose of the paper is to demonstrate the short comings in decision-making in a complex system. An approach to coping with a complex decision-making task is to identify generic structures known as systems archetypes in a given decision situation. In the “shifting the burden”...