Author:
Bruggeman W.,Bartholomeeusen L.,Heene A.
Abstract
The relationship between the operational behaviour of a service system and the type of management control system used by the service company is addressed. A number of case studies are used to demonstrate that when the management control systems are not well adapted to the service strategy, the service operators have a tendency to show an operational behaviour that might destroy competitive advantage and result in poor service quality.
Subject
Management of Technology and Innovation,Strategy and Management,General Decision Sciences
Cited by
3 articles.
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