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dc.contributor.authorApte, Uday
dc.contributor.authorCavaliere, Richard A.
dc.contributor.authorKulkarni, Shailesh S.
dc.dateNovember - December 2010
dc.date.accessioned2015-04-29T00:48:23Z
dc.date.available2015-04-29T00:48:23Z
dc.date.issued2010
dc.identifier.citationProduction and Operations Management, Vol. 19, No. 6, November - December 2010, pp. 665-678en_US
dc.identifier.urihttp://hdl.handle.net/10945/45026
dc.descriptionThe article of record as published may be located at http://dx.doi.org/10.341/poms.1080.01150en_US
dc.description.abstractInformation-intensive services (IIS), such as financial services, business services, health care, and education, form a large and growing part of the service sector in the US economy. In this paper we present a classification of IIS based on their operational characteristics. We also propose empirically grounded conceptual analysis and prescriptive frameworks useful for the improvement of certain types of US. By conducting statistical analyses of a large sample of claims data from one of the largest property and casualty companies in the United States, we isolate key drivers of service performance and identify preemptive actions that can favorably impact performance metrics. Those results demonstrate the direct operationalization of the proposed frameworks with primary data. Our conceptual analysis, empirical findings, and the prescriptive framework that follow, provide an action plan that can lead to a systemic improvement in the performance of information and customer contact intensive services.en_US
dc.rightsThis publication is a work of the U.S. Government as defined in Title 17, United States Code, Section 101. Copyright protection is not available for this work in the United States.en_US
dc.titleAnalysis and Improvement of Information-Intensive Services: Evidence from Insurance Claims Handling Operationsen_US
dc.typeArticleen_US
dc.contributor.departmentGraduate School of Business & Public Policy (GSBPP)en_US
dc.subject.authorservice operationsen_US
dc.subject.authorinformation-intensive servicesen_US
dc.subject.authorservice classificationen_US
dc.subject.authorinsurance claims handling operationsen_US


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