Bradley R. Staats
University of North Carolina at Chapel Hill
Chapel Hill, North Carolina 27599
NBER Working Papers and Publications
|January 2013||Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services|
with Jonathan R. Clark, Robert S. Huckman: w18723
The ongoing fragmentation of work has resulted in a narrowing of tasks into smaller pieces that can be sent outside the organization and, in many instances, around the world. This trend is shifting the boundaries of organizations and leading to increased outsourcing. Though the consolidation of volume may lead to productivity improvement, little is known about how this shift toward outsourcing influences learning by providers of outsourced services. When producing output, the content of the knowledge gained can vary from one unit to the next. One dimension along which output can vary --a dimension with particular relevance in outsourcing--is the end customer for whom it is produced. The performance benefits of such customer experience remain largely unexamined. We explore this dimension of...
Published: Jonathan R. Clark & Robert S. Huckman & Bradley R. Staats, 2013. "Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services," Organization Science, vol 24(5), pages 1539-1557.