Professional Service Organizations and Focus

This paper suggests a framework for operations managers to use in making focus decisions in professional services. This framework is supported empirically from data from the health care industry using three types of data: (1) industry statistics, (2) case studies, and (3) questionnaire surveys. Our objective has been to: (1) gain a better understanding of the concept of focus as it applies to the health care sector, (2) develop a framework to assist service operations managers with focus decisions, and (3) develop a base from which to generalize about micro-focusing decisions in professional services.

• 저널Management Science · 41(7) · 1185–1193
• 토픽Customer Service Quality and Loyalty · Organizational Behavior and Human Resource Management
• DOI10.1287/mnsc.41.7.1185
• 저자Curtis P. McLaughlin, Shitao Yang, Roland Van Dierdonck