Research opportunities in service process design

Journal of Operations Management - Tập 20 - Trang 189-202 - 2002
Arthur V Hill1, David A Collier2, Craig M Froehle3, John C Goodale4, Richard D Metters5, Rohit Verma6
1Curtis L. Carlson School of Management, University of Minnesota, 321 19th Avenue South, Room 1/150, Minneapolis, MN 55455-0413, USA
2Fisher College of Business, The Ohio State University, 2100 Neil Avenue, Columbus, OH 43210, USA
3College of Business, University of Cincinnati, Cincinnati, OH 45221-0130, USA
4College of Business, Ball State University, Muncie, IN 47306, USA
5Goizueta School of Business, Emory University, 1300 Clifton Road, Atlanta, GA 30322-2710, USA
6David Eccles School of Business, University of Utah, Salt Lake City, UT 84112, USA

Tóm tắt

AbstractThis paper presents an overview of the new issues and research opportunities related to four service operations design topics—the design of retail and e‐tail service processes, design of service processes involving waiting lines and workforce staffing, service design for manufacturing, and re‐engineering service processes. All four topics are motivated by new technologies (particularly web‐based technologies) and require a multi‐disciplinary approach to research. For each topic, the paper presents an overview of the topic, the relevant frameworks, and a discussion of the research opportunities.

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