دانلود مقاله ISI انگلیسی شماره 11174
عنوان فارسی مقاله

نوع شناسی استراتژی های افتراقی در سرویس های مخلوط

کد مقاله سال انتشار مقاله انگلیسی ترجمه فارسی تعداد کلمات
11174 2000 20 صفحه PDF سفارش دهید محاسبه نشده
خرید مقاله
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عنوان انگلیسی
A typology of de-coupling strategies in mixed services
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Journal of Operations Management, Volume 18, Issue 6, November 2000, Pages 663–682

کلمات کلیدی
عملیات سرویس - استراتژی عملیات -
پیش نمایش مقاله
پیش نمایش مقاله نوع شناسی استراتژی های افتراقی در سرویس های مخلوط

چکیده انگلیسی

A typology of a class of service systems is proposed. The typology links strategic operational objectives to the decision to de-couple work between the front and back offices of a service system. Four specific ideal types of a strategy/de-coupling mix are described; each of which has distinct operational, marketing and human resource ramifications. A type that has had significant representation in traditional literature is the “Cost Leader” type, where back-office activities are de-coupled from the front office for the purpose of lowering costs. Another traditional type representative of the craftsman legacy is the “Personal Service” type, which retains back-office tasks in the front office to pursue non-cost-oriented strategic goals. Theoretical and empirical evidence is also given for two non-traditional types: the “Kiosk” type, where all tasks remain in the front office to achieve lower costs, and the “Focused Professional” type, which de-couples front- and back-office activities to enable front-office workers to provide higher service, rather than to reduce costs. Empirically, retail bank lending systems are analyzed to support the typology.

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