| Автор | Mills, Peter, K. |
| Автор | Turk, Thomas |
| Дата выпуска | 1986 |
| dc.description | This study examined how customer-firm interface (CFI) mediates the relationship between information processing and task activities in service organizations. Data were collectedfrom 181 service clerks, 83 nurses, and 126 pilot trainers, with average ages of 27 years, 38 years, and 31 years, respectively. The subjects were selectedfrom two retail organizations, two hospitals, and a military installation. Ninety-one percent of the pilot trainers and 63% of the retail clerks were male; all the nurses were female. Information processing was measured in terms of equivocality and amount, and correlational and hierarchical regression analyses were used to examine the data. CFI was found to mediate the relationship between information equivocality and task activities. CFI and task activities were also independently related to information amount. These findings suggest an expansion of earlier research showing only a bivariate relationship between information processing and task activities. |
| Издатель | Sage Publications |
| Название | A Preliminary Investigation Into the Influence of Customer-Firm Interface on Information Processing and Task Activities in Service Organizations |
| Тип | Journal Article |
| DOI | 10.1177/014920638601200108 |
| Print ISSN | 0149-2063 |
| Журнал | Journal of Management |
| Том | 12 |
| Первая страница | 91 |
| Последняя страница | 104 |
| Аффилиация | Mills, Peter, K., University of Santa Clara |
| Аффилиация | Turk, Thomas, University of Californiallrvine |
| Выпуск | 1 |
| Библиографическая ссылка | Arrow, K. (1974). The limits to organization. New York: Norton & Company. |
| Библиографическая ссылка | Bauer, R. (1968). Consumer behavior as risk taking. In P Bliss (Ed.), Marketing and the behavioral science: Selected reading (pp. 55-65). Boston: Allyn & Bacon. |
| Библиографическая ссылка | Berry, L. (1984). Services marketing is different. In C. Lovelock (Ed.), Services marketing (pp. 29-37). Englewood Cliffs, NJ: Prentice-Hall. |
| Библиографическая ссылка | Blalock, H., & Blalock, A. (1968). Methodology in social research. New York: McGraw-Hill. |
| Библиографическая ссылка | Brass, D. (1981). Structural relationships, job characteristics, and worker satisfaction and performance. Administrative Science Quarterly, 26, 331-348. |
| Библиографическая ссылка | Brillouin, L. (1962). Science and information theory. New York: Academic Press. |
| Библиографическая ссылка | Chase, R. (1978). Where does the customer fit in a service operation?Harvard Business Review56(6), 137-142. |
| Библиографическая ссылка | Daft, R., & Macintosh, N.A. (1981). Tentative exploration into the amount and equivocality of information processing in organizational work units. Administrative Science Quarterly, 26, 207-224. |
| Библиографическая ссылка | Danet, B. (1981). Client-organization relationships. In PC. Nystrom & WH. Starback (Eds.), Handbook of organization design (pp. 382-428). New York: Oxford University Press. |
| Библиографическая ссылка | Davis, S. (1983). Management models for the future. New Management, 1, 12-15. |
| Библиографическая ссылка | Davis, L., & Taylor, J. (1972). Introduction. In L. Davis & J. Taylor (Eds.), Design ofjobs (pp. 9-20). Middlesex, U.K.: Penguin. |
| Библиографическая ссылка | Duncan, R. (1973). Multiple decision-making structure in adapting to environmental uncertainty. Human Relations, 26, 273-291. |
| Библиографическая ссылка | Emery, F., & Trist, E. (1965). The causal texture of organizational environment. Human Relations18, 21-32. |
| Библиографическая ссылка | Feldman, M., & March, J. (1981). Information in organizations as signal and symbol. Administrative Science Quarterly, 26, 171-186. |
| Библиографическая ссылка | Fuchs, V. (1968). The service economy. New York: Columbia University Press. |
| Библиографическая ссылка | Galbraith, J. (1977). Organizational designReading, MA: Addison-Wesley |
| Библиографическая ссылка | Gartner, A., & Reissman, R. (1974). The service society and the consumer vanguard. New York: Harper and Row. |
| Библиографическая ссылка | Huber, G., O'Connell, M., & Cummings, L. (1975). Perceived environmental uncertainty: Effects of information and structure. Academy of Management Journal, 18, 725-740. |
| Библиографическая ссылка | Katz, D., & Kahn, R. (1978). The social psychology of organizations. New York: Wiley. |
| Библиографическая ссылка | Klien, B. (1983). Contracting costs and residual claims: The separation of ownership and control. Journal of Law and Economics, 26, 367-374. |
| Библиографическая ссылка | Lovelock, C., & Young, R. (1979). Look to consumers to increase productivity. Harvard Business Review, 57(3), 168-178. |
| Библиографическая ссылка | Mills, P. (1986). Managing service industries: Organization practices in a post-industrial econ- omy. Cambridge, MA: Ballinger Publishing Company. |
| Библиографическая ссылка | Mills, P., & Margulies, N. (1980). Toward a core typology of service organizations. Academy of Management Review, 5, 255-266. |
| Библиографическая ссылка | Mills, P., & Moberg, D. (1982). Perspectives on the technology of service operations. Academy of Management Review, 7457-458. |
| Библиографическая ссылка | O'Reilly, C. (1980). Individuals and information overload in organizations: is more necessarily better?Academy of Management Journal, 23, 684-697. |
| Библиографическая ссылка | O'Reilly, C., & Roberts, K. (1977). Task group structure, communication and effectiveness in three organizations. Journal of Applied Psychology, 62, 674-681. |
| Библиографическая ссылка | Perrow, C. (1967). A framework for the comparative analysis of organizations. American Sociological Review, 32, 196-208. |
| Библиографическая ссылка | Perrow, C. (1970). Organizational analysis: A sociological approach. Belmont, CA: Wadsworth. |
| Библиографическая ссылка | PRdsakoff, P., & Todor, W. (1985). Relationship between leader reward and punishment behavior and group processes and productivity. Journal of Management, 11(1), 55-73. |
| Библиографическая ссылка | Pugh, D., Hickson, D., Hinnings, C., & Turner, C. (1969). The context of organizational structures. Administrative Science Quarterly, 13, 229-245. |
| Библиографическая ссылка | Sasser, E. (1976). Match supply and demand in service industries. Harvard Business Review, 56(6), 133-168. |
| Библиографическая ссылка | Sasser, E., Olsen, R., & Wyckoff, D. (1978). Management of service operations: Text, cases, and readings. Boston: Allyn & Bacon. |
| Библиографическая ссылка | Terreberry, S. (1968). The evolution of organizational environments. Administrative Science Quarterly, 12, 590-613. |
| Библиографическая ссылка | Thompson, J. (1962). Organizations and output transactions. American Journal of Sociology, 68, 309-324. |
| Библиографическая ссылка | Tushman, M. (1979). Work characteristics and subunit communication structure: a contingency analysis. Administrative Science Quarterly, 24, 82-98. |
| Библиографическая ссылка | Tushman, M., & Nadler, D. (1978). Information processing as an integrating concept in organization design. Academy of Management Review, 3, 613-624. |
| Библиографическая ссылка | Van de Ven, A., & Delbecq, A. (1974). A task contingent model of work-unit structure. Administrative Science Quarterly, 19, 183-197. |
| Библиографическая ссылка | Weick, E. (1969). The social psychology of organizing.-Reading, MA: Addison-Wesley. |
| Библиографическая ссылка | Withey, M., Daft, R., & Cooper, W. (1983). Measures of Perrow's work unit technology: an empirical assessment and a new scale. Academy of Management Journal, 26, 45-64. |
