Journal Article10.1111/J.1937-5956.2003.TB00498.X
Insights into service operations management: a research agenda
Aleda V. Roth,Larry J. Menor +1 more
655
TL;DR: In this article, an agenda for service operations management (SOM) research is presented, motivated by the need for an SOM research agenda and a research framework that provides a broad-based picture of key architectural elements in the SOM research landscape.
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Abstract: This paper offers insights regarding an agenda for service operations management (SOM) research First, we motivate the need for an SOM research agenda Second, we offer a research framework that paints a broad-based picture of key architectural elements in the SOM research landscape The framework builds upon prior and emerging research for designing, delivering and evaluating services Third, in order to stimulate future research in SOM, we use this framework to hone in on five understudied and emerging research themes that underpin our proposed SOM research agenda
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