Examines how service organizations to respond to changes in pressure, so they react the way they do, and what managers can do about it. Method of system dynamics reflects the organizational and behavioral components of social systems that produce and consume services, and physical characteristics of the delivery system. This method also supports the evaluation of long-term effects of the complex interactions between the responses to the work pressure. The main recurring problems observed in the service sector - erosion of quality of service, high staff turnover and low profitability - can be attributed to a reaction to changes in the organization of work pressure. Also suggests ways to determine the structural characteristics that determine the preferred response to the operating pressure. Providing a link between the specific characteristics of the parameters and dysfunctional results, the model helps managers to develop the high policy instruments to correct unwanted behavior. "Hide
by Rogelio Oliva Source: California Management Review 19 pages. Publication Date: July 1, 2001. Prod. #: CMR206-PDF-ENG
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