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Paper #5

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

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Paper #5

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

  2. 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).

  3. 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)

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

  5. 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

  6. 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

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