Paper #5 Toward a Core Typology of Service Organization Peter K Mills Newton Margulies.

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Presentation transcript:

Paper #5 Toward a Core Typology of Service Organization Peter K Mills Newton Margulies

Purpose of Article Find a way to categorize the service industry; in order to, “combine a number of variables into a single construct and thus allow us to deal with extremely complex phenomena in a relatively simple fashion” (Scott, 1962).

Previous Work Barnard- Cooperation among people (1938) Weick- Numerous clusters of events in varying stages of coupling (1979) Blau and Scott-Beneficiary approach (1962) Etzioni- Control and power approach(1961)

Methodology Categorize Service industry by 7 criteria that can be used to evaluate all industries Information Decision Time Problem Awareness Transferability Power Attachment Information Decision Time Problem Awareness Transferability Power Attachment

Method of Research Observe workers in industry and examine the level in which they where required to do the criteria. Example: Importance of decisions made by employees. Low, Moderate, or High

Results Classified Service Industry Into 3 categories Maintenance Interactive Task Interactive Personal Interactive Assist with predictions of future behavior of organizations that fall into each category