McLaughlin, Curtis P.; Yang, Shitao; Dierdonck, Roland van - In: Management Science 41 (1995) 7, pp. 1185-1193
This paper suggests a framework for operations managers to use in making focus decisions in professional services. This framework is supported empirically from data from the health care industry using three types of data: (1) industry statistics, (2) case studies, and (3) questionnaire surveys....