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A Customer Interaction Approach to Strategy and Production Complexity Alignment in Service Firms

Skaggs, Bruce C. ; Huffman, Tammy Ross

Academy of Management journal, 2003-12, Vol.46 (6), p.775-786 [Peer Reviewed Journal]

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Title:
A Customer Interaction Approach to Strategy and Production Complexity Alignment in Service Firms
Author: Skaggs, Bruce C. ; Huffman, Tammy Ross
Subjects: Business management ; Business strategies ; Business studies ; Corporate strategies ; Customers ; Industrial production ; Industrial research ; Management science ; Production ; Production engineering ; Production planning ; Regression analysis ; Research Notes ; Service industries ; Service industry ; Service organizations ; Service quality assurance ; Statistical variance ; Strategic management ; Studies ; Uncertainty
Is Part Of: Academy of Management journal, 2003-12, Vol.46 (6), p.775-786
Notes: ObjectType-Article-2
SourceType-Scholarly Journals-1
ObjectType-Feature-1
content type line 23
Description: This study shows that the strategies of service firms affect the uncertainty they encounter in their dealings with customers. This strategically induced uncertainty then becomes the mechanism by which service firms organize their production processes. In a study of 234 service firms representing 96 different industries, we found strong support for relationships between these organizations' strategies and the level of complexity in their production processes. In addition, service firms that possessed the hypothesized fit between strategy and service production complexity tended to experience higher performance.
Publisher: Briarcliff Manor: Academy of Management
Language: English

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