The Customer Contact Model for Organization Design

摘要: 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 service organizations. sees extent customer contact as major variable affecting system performance advocates reconfiguring reflect this impact. discussion describes taxonomy classify firms along dimension develops 13 propositions which convey critical distinctions between high low services. Application for managerial decision making involves decoupling identifies factors favor/disfavor light existing desired delivery objectives.