Author:
Mills Peter K.,Moshavi Dan S.
Abstract
Research has shown that managing client participation can add value to the delivery of quality services. While several control mechanisms have been proposed in the literature for the management of complex service relationships, they generally fail to account for two realities of service provider/client relationships ‐‐ information asymmetry and uncertainty. This paper proposes a new mechanism, “professional concern,” and suggests that its various dimensions ‐‐ provider authority, social affiliation, client role accountability and objective attitude ‐‐ provide a framework for managing knowledge‐based service relationships and optimizing decision‐making processes for delivering quality services.
Subject
Management of Technology and Innovation,Strategy and Management,General Business, Management and Accounting
Reference84 articles.
1. Albrecht, K. and Zemke, R. (1985), Service America! Doing Business in the New Economy, Dow‐Jones Irwin, New York, NY.
2. Ashforth, B.E. and Humphrey, R.H. (1993), “Emotional labor in service roles: the influence of identity”, Academy of Management Review, Vol. 18 No. 1, pp. 88‐115.
3. Atkinson, A. (1978), “Standard setting in an agency”, Management Science, Vol. 24, pp. 1531‐61.
4. Atkinson, A. (1979), “Information incentives in a standard setting model of control”, Journal of Accounting Research, Vol. 17, pp. 1‐22.
5. Barnard, C. (1948), Organization and Management, Harvard University Press, Cambridge, MA.
Cited by
36 articles.
订阅此论文施引文献
订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献