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Keywords: Outcome-based control system
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Journal Articles
Journal of Service Theory and Practice (2024) 34 (6): 915–940.
Published: 06 September 2024
... systems exist: outcome-based control systems (OBCS) and behavior-based control systems (BBCS), which provide different forms of training, feedback, and information. The OBCS provides information and feedback on desired service outcomes and associated rewards, whereas the BBCS provides information...
Journal Articles
Journal of Service Theory and Practice (2022) 32 (3): 378–399.
Published: 09 March 2022
... a high level of outcome-based control systems and a low level of behavior-based control systems. Originality/value Distinct from studies that have examined service employees' job crafting, this study uncovers the role of managerial job crafting in service performance. The findings contribute...
