DESIGNING HIGH‐CONTACT SERVICE SYSTEMS: APPLICATION TO BRANCHES OF A SAVINGS AND LOAN

Richard B. Chase; Gregory B. Northcraft; Gerrit Wolf

doi:10.1111/j.1540-5915.1984.tb01241.x

DESIGNING HIGH‐CONTACT SERVICE SYSTEMS: APPLICATION TO BRANCHES OF A SAVINGS AND LOAN

Richard B. Chase, Gregory B. Northcraft, Gerrit Wolf

Research output: Contribution to journal › Article › peer-review

Abstract

The customer‐contact model represents one of the few conceptually based approaches for designing service systems. This paper develops that concept further for high‐contact systems, relative to efficiency and effectiveness notions. Four design features (contact technologies, contact training, data bases, and contact roles) are developed and a simple design methodology (built around the four design features) is presented. A demonstration of the design methodology is provided through its applications to branches of a savings and loan. Areas for additional theoretical and practical refinement of the model and the desirability of multidisciplinary research are discussed.

Original language	English (US)
Pages (from-to)	542-556
Number of pages	15
Journal	Decision Sciences
Volume	15
Issue number	4
DOIs	https://doi.org/10.1111/j.1540-5915.1984.tb01241.x
State	Published - Oct 1984
Externally published	Yes

Keywords

Organization and Management Theory
Production/Operations Management
and Banking and Finance.

ASJC Scopus subject areas

Business, Management and Accounting(all)
Strategy and Management
Information Systems and Management
Management of Technology and Innovation

Access to Document

10.1111/j.1540-5915.1984.tb01241.x

Cite this

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title = "DESIGNING HIGH‐CONTACT SERVICE SYSTEMS: APPLICATION TO BRANCHES OF A SAVINGS AND LOAN",

abstract = "The customer‐contact model represents one of the few conceptually based approaches for designing service systems. This paper develops that concept further for high‐contact systems, relative to efficiency and effectiveness notions. Four design features (contact technologies, contact training, data bases, and contact roles) are developed and a simple design methodology (built around the four design features) is presented. A demonstration of the design methodology is provided through its applications to branches of a savings and loan. Areas for additional theoretical and practical refinement of the model and the desirability of multidisciplinary research are discussed.",

keywords = "Organization and Management Theory, Production/Operations Management, and Banking and Finance.",

author = "Chase, {Richard B.} and Northcraft, {Gregory B.} and Gerrit Wolf",

year = "1984",

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doi = "10.1111/j.1540-5915.1984.tb01241.x",

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journal = "Decision Sciences",

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AU - Northcraft, Gregory B.

AU - Wolf, Gerrit

PY - 1984/10

Y1 - 1984/10

N2 - The customer‐contact model represents one of the few conceptually based approaches for designing service systems. This paper develops that concept further for high‐contact systems, relative to efficiency and effectiveness notions. Four design features (contact technologies, contact training, data bases, and contact roles) are developed and a simple design methodology (built around the four design features) is presented. A demonstration of the design methodology is provided through its applications to branches of a savings and loan. Areas for additional theoretical and practical refinement of the model and the desirability of multidisciplinary research are discussed.

AB - The customer‐contact model represents one of the few conceptually based approaches for designing service systems. This paper develops that concept further for high‐contact systems, relative to efficiency and effectiveness notions. Four design features (contact technologies, contact training, data bases, and contact roles) are developed and a simple design methodology (built around the four design features) is presented. A demonstration of the design methodology is provided through its applications to branches of a savings and loan. Areas for additional theoretical and practical refinement of the model and the desirability of multidisciplinary research are discussed.

KW - Organization and Management Theory

KW - Production/Operations Management

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DESIGNING HIGH‐CONTACT SERVICE SYSTEMS: APPLICATION TO BRANCHES OF A SAVINGS AND LOAN

Abstract

Keywords

ASJC Scopus subject areas

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