ABSTRACT
Table 12.1 summarizes the main conclusions from the preceding chapters, including the context and literature reviews (Chapters 1 to 3) and the empirical research (Chapters 4 to 11). How do these conclusions contribute to our understanding of organizational change and of the sustainability and spread of new working practices? In particular:
l Why do some service improvements evaporate, following apparently successful change programmes and initiatives, and how can decay be managed?
