Tradeoffs in responses to work pressure in the service industry
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An overview is given on a research that used system dynamics method to explore different responses to work pressure. It is shown that the major recurring problems observed in service industry can be explained by the organization's response to changes in work pressure. Furthermore, ways are suggested to identify the structural characteristics that determine the preferred response in a given circumstance, thus making it possible to design high-leverage interventions and policies.
IEEE Engineering Management Review
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