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The creation of output and quality in services: A framework to analyze information technology-worker systems

机译：服务业产出和质量的创造：一个分析信息技术工作者系统的框架

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To present models that establish a conceptual framework linking profit to attributes The framework considers the impact of IT capabilities, such as functionality, ease-of-use, and worker skill level as drivers of output volume and quality. It contrasts attributes of the IT worker systems when services are mass produced (Model 1, flow shop) versus customized (Model 2, job shop). In Model 1, simple IT is used by less skilled workers to support structured decision making, as in banking and insurance. Complex IT is used by knowledge workers such as engineers and scientists, e.g., computer aided design (CAD) and research laboratories to support unstructured decision making in Model 2.
机译：要介绍建立将利润与属性联系起来的概念框架的模型，该框架将IT功能（如功能，易用性和工人技能水平）的影响视为产出量和质量的驱动因素。当服务量产（模型1，流程车间）与定制（模型2，作业车间）时，它对比了IT工作人员系统的属性。在模型1中，技术水平较低的工人使用简单的IT来支持结构化的决策，例如银行和保险业。诸如工程师和科学家之类的知识工作者（例如计算机辅助设计（CAD）和研究实验室）使用复杂的IT来支持模型2中的非结构化决策。

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