Organization and Customer: Managing Design and Coordination of Services
提出一个分析服务组织的框架，将输入不确定性条件与不同的相互依赖模式及协调机制组合相匹配，帮助管理者设计服务流程。
Customer participation in the operations of service organizations can be a major source of input uncertainty. A framework for analyzing service organizations is presented in which different conditions of input uncertainty are matched with the design of different interdependence patterns which, in turn, are matched to different portfolios of coordination mechanisms. The composition of portfolios draws on both the conventional organizational literature and recent work on control mechanisms at the client/service firm interface.