THE MALL IS MY FACTORY: REFLECTIONS OF A SERVICE JUNKIE

THE MALL IS MY FACTORY: REFLECTIONS OF A SERVICE JUNKIE This paper presents a personal perspective on the history, current research, and emerging topics in the field of Service Operations Management. I see research in the field evolving from a focus on classifications and operations research models in the 1970s and 1980s, to a current focus on laboratory studies, and survey‐ and case‐based research. Selected current research is presented under the following headings: Service encounter design, service quality, drivers of service competitiveness, yield management, and the information revolution and the globalization of services. Examples of creativity in service delivery and some whimsical characteristics of service junkies are also presented. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Production and Operations Management Wiley

THE MALL IS MY FACTORY: REFLECTIONS OF A SERVICE JUNKIE

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Publisher
Wiley
Copyright
© 1996 Production and Operations Management Society
ISSN
1059-1478
eISSN
1937-5956
DOI
10.1111/j.1937-5956.1996.tb00402.x
Publisher site
See Article on Publisher Site

Abstract

This paper presents a personal perspective on the history, current research, and emerging topics in the field of Service Operations Management. I see research in the field evolving from a focus on classifications and operations research models in the 1970s and 1980s, to a current focus on laboratory studies, and survey‐ and case‐based research. Selected current research is presented under the following headings: Service encounter design, service quality, drivers of service competitiveness, yield management, and the information revolution and the globalization of services. Examples of creativity in service delivery and some whimsical characteristics of service junkies are also presented.

Journal

Production and Operations ManagementWiley

Published: Dec 1, 1996

References

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