Operations Research, Systems Engineering and Industrial Engineering Commons^™

Service Quality Using The Deviation-Score Approach To Fit In Contingency Theory In A U.S. Army Corps Of Engineers Setting, Donald Robert Groh

Doctoral Dissertations

"The purpose of this study is to learn how organizational work unit context, structure, and processes relate to service quality. The theoretical basis for the research is that organizational work units should be structured based on the work that they perform. If the work that a unit performs is highly variable, then the work unit should be structured in such a way as to provide flexibility, that is, few rules and procedures and highly decentralized decision making. If the work that a unit performs is not variable, then the work unit should be structured to provide a non-varying product or …