Research Summary

Designing and Managing Service Organizations

by Dennis Campbell


In this line of research, I explore the design of organizational structures and management control systems which enable organizations to differentiate and compete effectively on service. My research in this area also seeks to understand how to measure and manage the influence of customers on quality, cost, and profitability in service operations. 

Keywords: service management; customer focus; customer profitability analysis; customer satisfaction; Service Operations; Measurement and Metrics; Organizational Design; Competition; Service Industry; Retail Industry; Manufacturing Industry; United States; China; Europe; Africa;