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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References
Introduction: shaping the future of manufacturing and service operations
TL;DR: The challenges and opportunities in production and operations management (POM) are almost unlimited because in the world economy, manufacturing and service operations account for more than 10 trillion dollars per year and in any single industry, the performance varies widely from country to country and from organization to organization.
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Constituencies of journals in production and operations management: implications on reach and quality*
TL;DR: This article analyzed the contributions made by members of the following constituencies in terms of the number of articles published in the Journal of Operations Management (JOM), Manufacturing and Service Operations Management, and MS 9 of which are also in the list of top 20 U.S. business schools.
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Event History Analysis
TL;DR: Event history analysis deals with data obtained by observing individuals over time, focusing on events occurring for the individuals under observation as discussed by the authors, where the basic data are the times of occurrence of the events and the types of events that occur.
21
Strategic Determinants of Service Quality and Performance
V RothAleda,E JacksonWilliam +1 more
TL;DR: In this paper, the authors focus on an important new service management strategy: the operations capabilities-service quality-performance C-SQ-P triad triad, which is based on a generic operations capabilities.
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