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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Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting:
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An analysis of the e‐service literature: towards a research agenda
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Managing Service Organizations: Does Having a “Thing” Make a Difference?
John T. Bowen,Robert C. Ford +1 more
TL;DR: In this paper, the authors conducted an extensive review of literature to see if there was evidence indicating there are differences in the management of services and manufacturing organizations and found that there are important and defendable differences between managing a manufacturing firm and a service.
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The Contextual and Dialectical Nature of Experiences
Sudheer Gupta,Mirjana Vajic +1 more
- 01 Jan 2000
335
Service typologies: a state of the art survey
TL;DR: In this article, a unified schematic representation of services is developed in which the common themes underlying service typology development are identified from both a macro and micro level, and areas for future research are identified.
323