INSIGHTS INTO SERVICE OPERATIONS MANAGEMENT: A RESEARCH AGENDA

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...

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Bibliographic Details
Published in:Production and operations management 2003-06, Vol.12 (2), p.145-164
Main Authors: ROTH, ALEDA V., MENOR, LARRY J.
Format: Article
Language:English
Subjects:
Architectural elements
Customer services
Financial services
Manufacturing
Marketing
Operations management
Operations research
Queuing theory
Research methodology
SERVICE MANAGEMENT RESEARCH
SERVICE OPERATIONS MANAGEMENT
SERVICE STRATEGY
Services
Systems design
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Summary: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.
ISSN:1059-1478
1937-5956
DOI:10.1111/j.1937-5956.2003.tb00498.x