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Outline

Title
Abstract
Key Takeaways
Introduction
Collection of Data
Analysis of Data
Use of Data
Designing Customer Experiences
Redesigning Resource Configurations and Processes
Discussion and Conclusions
Summary of Research Questions by Theme and Topic
References
All Topics
Sociology

Service operations: what’s next?

Profile image of Aleda RothAleda Roth

Journal of Service Management

Abstract

Purpose The purpose of this paper is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel. By offering a good number of such research questions, this paper provides a broad range of ideas to spur conceptual and empirical research related to service operations and encourage the continued creation of deep knowledge within the field, as well as collaborative research across disciplines that develops and incorporates insights from service operations. Design/methodology/approach Based on a Delphi study, described in the companion article, “Service Operations: What Have We Learned?,” the panel identified eight key research themes in service operations where leading-edge research is being done or has yet to be done (Victorino et al., 2018). In this paper, three or four topics within each theme are selected and multi...

Key takeaways
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  1. The article presents innovative research questions aligned with eight key themes in service operations.
  2. Service operations articles in JOSM have decreased over the past decade, despite emerging research themes.
  3. The Delphi study identified critical areas such as service supply networks and evaluating service performance.
  4. Understanding customer and employee behaviors is essential for effective service operations management.
  5. Exploration of servitization and its implications for business models is a significant research opportunity.

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A. Marucheck

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Services are now a larger portion of the economy than manufacturing for every nation on Earth, and services are an overwhelming portion of Western economies. While decisionmaking research has begun responding to this change, much of the scholarly work still addresses manufacturing issues. Particularly revealing is the field of operations management (OM), in which the proportion of manuscripts dedicated to services has been estimated at 3%, 6%, and 7.5% by various authors. We investigate several possible reasons for the neglect of services in research, including the difficulty in defining services, viewing services as derivative activities, a lack of defined processes, a lack of scale in services, and the effect of variability on service performance. We argue that times have changed, and none of these reasons is valid anymore. We sound the warning that failure to emphasize services in our research and teaching may signal the decline of the discipline. We note the proportion of OM faculty in business schools has shrunk in the past 10 years. Finally, we examine a selection of service research agendas and note several directions for high-impact, innovative research to revitalize the decision sciences. With practitioners joining the call for more research in services, the academic community has an exciting opportunity to embrace services and reshape its future.

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Development and Validations of a Holistic Service Operations Management Instrument
Boo Ho Voon

Procedia - Social and Behavioral Sciences, 2016

Studies in manufacturing areas have empirically indicated that good operational practices have led to superior operational performances. However, these studies have been overshadowed by manufacturing based management practices rather than services. In service operations management studies, over emphasis is being placed on service quality which is based on the customer's perceptions and expectations. Thus, there is a need to re-evaluate the approach towards the understanding of service operations management as a mechanism in achieving competitive advantage. To fill the void, this study is carried out in a service setting and is seen from the perspective of the service operations manager. The approach used in the study is both qualitative and quantitative. The procedures employed revealed six factors that are critical for the establishment of a holistic service operations management. Correlations analyses showed relatively strong relationship within the factors. Further unidimensionality, reliability and validity analysis concluded that the factors model fit well and represents a reasonably close approximation in the population. The study offers a systematic approach framework for the empirical understanding of operations management in a service setting.

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