| 来源类型 | Working Paper |
| 规范类型 | 报告 |
| DOI | 10.3386/w18723 |
| 来源ID | Working Paper 18723 |
| Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services | |
| Jonathan R. Clark; Robert S. Huckman; Bradley R. Staats | |
| 发表日期 | 2013-01-17 |
| 出版年 | 2013 |
| 语种 | 英语 |
| 摘要 | 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. |
| 主题 | Health, Education, and Welfare ; Health ; Labor Economics ; Labor Supply and Demand ; Industrial Organization ; Firm Behavior ; Other ; Accounting, Marketing, and Personnel |
| URL | https://www.nber.org/papers/w18723 |
| 来源智库 | National Bureau of Economic Research (United States) |
| 引用统计 | |
| 资源类型 | 智库出版物 |
| 条目标识符 | http://119.78.100.153/handle/2XGU8XDN/576397 |
| 推荐引用方式 GB/T 7714 | Jonathan R. Clark,Robert S. Huckman,Bradley R. Staats. Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services. 2013. |
| 条目包含的文件 | ||||||
| 文件名称/大小 | 资源类型 | 版本类型 | 开放类型 | 使用许可 | ||
| w18723.pdf（806KB） | 智库出版物 | 限制开放 | CC BY-NC-SA | 浏览 | ||
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