Designing effective service operations: comparative case research from the Netherlands |
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| Authors: | Roy Westbrook Tim Morris |
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| Institution: | Roy Westbrook is an Associate Professor of Operations Management at London Business School. Tim Morris is an Associate Professor in the Organizational Behaviour Department at London Business School. |
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| Abstract: | 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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