The extraordinary importance of the services sector for the economy both in production and employment cannot be denied. As a result, there have been both demands for an increase in Service Operations Management (SOM) research since the 1980s on the one hand, and, on the other, predictions that such an increase will take place [e.g.]. And yet, the amount of SOM research done in OM research has still only been minimal. This contradiction calls for an in-depth study of the state of affairs of SOM research, and we have conducted just such a study in 10 of the most relevant and representative outlets in the OM field, as well as in pipeline research (Proceedings of the POMS, DSI and EurOMA Conferences). Our results aim to provide answers to the following questions, amongst others: (1) Is greater importance now attached to SOM research within OM research? (2) What are the main topics of research? Are they the same topics that have been proposed in SOM research agendas? (3) What methods are used in SOM research? (4) What are the most commonly studied sectors of economic activities? (5) Are there any differences from OM research in terms of content and methods? Some of our findings show that although a growth in SOM research had been predicted in earlier studies, there is still only a minimal amount done (7.5% of OM research); seven topics command 61.5% of SOM research, which (with some exceptions) is consistent with SOM research agendas; there is more research done on strategic issues than on tactical/operational issues; models and simulations are still more common than empirical research, but trends point to a shift to the latter; the majority of research focuses on a specific sector, and three sectors account for 50% of the total; there is a clear connection between type of journal and type of research, research method and sector of activity. #

Purpose This research proposes ideal interaction patterns for structural dimensions (buyer and supplier representatives involved in the interaction and buyer and supplier critical capabilities) for transport service outsourcing. The purpose of this paper is to establish whether those ideal interaction patterns are determinants of success of the interaction. In this paper, the latter is measured against the corresponding process success and outcome success. Design/methodology/approach This paper proposes a conceptual model based on the prior literature and adapted to this specific case of transport services. The proposed model is approached using the partial least squares simultaneous equation models. For this, the result of a survey to senior management at European machinery, electronics and automotive sector manufacturing plants has been used. Findings When companies possess the proposed ideal patterns for the structural dimensions, this brings with it positive effects on both the process success and the outcome success obtained by the outsourcing plant. Therefore, buyer-supplier relationships have been recognized to play a key role in the outcomes of this interaction and that the design and management of interfaces between companies and their logistics providers are critical. Practical implications Managers can use the present research findings to produce an appropriate interaction design that includes the representatives and capabilities required to make transport service outsourcing a success. Originality/value This paper contributes to the literature on transport research by specifically establishing ideal interaction patterns for the structural dimensions that buyer and supplier’s companies need to consider for achieving successful transport services outsourcing. Besides, the present research proposes a multidimensional measure of outcome success that combines major strategic, operational and financial outputs. Finally, this research represents the first survey-based empirical evidence on the topic, having used a sample of 93 plants belonging to many different companies in five European countries.

Outsourcing has been identified as one of the key factors for improving companies’ financial performance. Moreover, the procurement of business services has become an important element of companies’ acquisition of external resources. However, there is a lack of evidence linking services outsourcing and performance. Limited prior literature has mostly assumed that this relationship is positive and linear. Our empirical study reveals that firms may be able to increase their performance through services outsourcing; however, this is only true up to a point, beyond which the performance decreases as a consequence of further outsourcing. Identifying the type of relationship between the variables under study is a key point to company managers formulating their service outsourcing strategies. They must be aware that there is a level of outsourcing that should not be exceeded. Future research should help managers to determine which is the most effective level of service outsourcing for their companies.

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The specification of business services (BS) is one of the key factors for success in service provision. Researchers and practitioners have identified a set of problems in BS specification, namely: communication problems between providers and buyers, inaccurate specifications and changes in requirements. These problems were identified in the software engineering (SE) field many years ago, resulting in the development of many techniques and tools to address them. Given the similarities between the two fields, the purpose of this paper is to identify the main lessons learned in SE and to propose how they can be adapted to the BS field. Design/methodology/approach -The paper takes the form of a literature study and presents a conceptual solution. Findings -To address communications problems and inaccuracies in BS specification, a formal requirements specification stage is required. Requirements should be set out in a well-structured written, definition, document which can be used at a subsequent stage for design of the service (the definition of the solution). A requirements document for BS is proposed based on BS literature and SE methods. This document is based on the approaches used in the SE field for improving communication and reducing inaccuracies and covers the information needed in the BS field for specifying a business service. Second, a life cycle approach is proposed based on SE practice. It is shown that different lifecycle sequences can be used depending on the degree of fluidity in the communication between buyer and provider, the complexity of the BS and the stability of their requirements, with a repetitive process where specification and design are revisited iteratively and/or incrementally often being the most appropriate. This approach helps to stabilise requirements and to avoid inaccuracies being made in the specification. Research limitations/implications -This paper is literature based. Although still untested empirically in the BS field, the recommended approach has been intensively proved in the SE field. Originality/value -Requirements specification is a necessary (monetary, time and resource) cost for successful BS provision. The BS industry mus...

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