Abstract

http://ssrn.com/abstract=1721034
 
 

References (120)



 


 



Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services


Jonathan R. Clark


Pennsylvania State University

Robert S. Huckman


Harvard Business School; National Bureau of Economic Research (NBER)

Bradley R. Staats


University of North Carolina Kenan-Flagler Business School

January 16, 2013

Harvard Business School Technology & Operations Mgt. Unit Working Paper No. 11-057

Abstract:     
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 volume-based learning in a setting where doctors at an outsourcing firm complete radiological reads for hospital customers. We examine more than 2.7 million cases read by 97 radiologists for 1,431 customers and find evidence supporting the benefits of customer-specific experience accumulated by individual radiologists. Additionally, we find that variety in an individual’s customer experience may increase the rate of individual learning from customer-specific experience for a focal task. Finally, we find that the level of experience with a customer for the entire outsourcing firm also yields learning and that the degree of customer depth moderates the impact of customer-specific experience at the individual level. We discuss the implications of our results for the study of learning as well as for providers and consumers of outsourced services.

Number of Pages in PDF File: 41

Keywords: Customer specificity, Experience, Healthcare, Learning, Outsourcing

working papers series


Download This Paper

Date posted: December 7, 2010 ; Last revised: January 17, 2013

Suggested Citation

Clark, Jonathan R. and Huckman, Robert S. and Staats, Bradley R., Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services (January 16, 2013). Harvard Business School Technology & Operations Mgt. Unit Working Paper No. 11-057. Available at SSRN: http://ssrn.com/abstract=1721034 or http://dx.doi.org/10.2139/ssrn.1721034

Contact Information

Jonathan R. Clark
Pennsylvania State University ( email )
University Park
State College, PA 16802
United States
Robert S. Huckman (Contact Author)
Harvard Business School ( email )
Technology & Operations Management
T17 Morgan Hall
Boston, MA 02163
United States
National Bureau of Economic Research (NBER)
1050 Massachusetts Avenue
Cambridge, MA 02138
United States
Bradley R. Staats
University of North Carolina Kenan-Flagler Business School ( email )
McColl Building, CB#3490
Chapel Hill, NC 27599
United States

Feedback to SSRN


Paper statistics
Abstract Views: 384
Downloads: 104
Download Rank: 145,300
References:  120
Paper comments
No comments have been made on this paper

© 2014 Social Science Electronic Publishing, Inc. All Rights Reserved.  FAQ   Terms of Use   Privacy Policy   Copyright   Contact Us
This page was processed by apollo7 in 2.203 seconds