Leveraging the potential of process technology through workflow scheduling

Gomes, Paulo J.; Meile, Larry C.

doi:10.1108/09564230210421137

Cited by 4 publications

(1 citation statement)

References 25 publications

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“…Research in this earlier timeframe was also building a strong case of the important role of operations in service management (Chase, 1991;Johnston, 1994); and with this effort, much of this research examined the application of traditionally manufacturing concepts in service settings, such as capacity management (Adenso-Diaz et al, 2002;Armistead and Clark, 1994), scheduling (e.g. Gomes and Meile, 2002;Thompson, 1996), lean operations (e.g. Bowen and Youngdahl, 1998;Mehra and Inman, 1990), and quality management (e.g.…”

Section: Service Operations In Josmmentioning

confidence: 99%

Service operations: what have we learned?

Victorino

Buell³

et al. 2018

JOSM

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Purpose The purpose of this paper is to identify research themes in service operations that have great potential for exciting and innovative conceptual and empirical work. To frame these research themes, the paper provides a systematic literature review of operations articles published in the Journal of Service Management (JOSM). The thorough review of published work in JOSM and proposed research themes are presented in hopes that they will inspire impactful research on service operations. These themes are further developed in a companion paper, “Service operations: what’s next?” (Field et al., 2018). Design/methodology/approach The JOSM Service Operations Expert Research Panel conducted a Delphi study to generate research themes where leading-edge research on service operations is being done or has yet to be done. Nearly 700 articles published in JOSM from its inception through 2016 were reviewed and classified by discipline focus. The subset of service operations articles was then further categorized according to the eight identified research themes plus an additional category that primarily represented traditional manufacturing approaches applied in service settings. Findings From the Delphi study, the following key themes emerged: service supply networks, evaluating and measuring service operations performance, understanding customer and employee behavior in service operations, managing servitization, managing knowledge-based service contexts, managing participation roles and responsibilities in service operations, addressing society’s challenges through service operations, and the operational implications of the sharing economy. Based on the literature review, approximately 20 percent of the published work in JOSM is operations focused, with earlier articles predominantly applying traditional manufacturing approaches in service settings. However, the percentage of these traditional types of articles has been steadily decreasing, suggesting a trend toward dedicated research frameworks and themes that are unique to the design and management of services operations. Originality/value The paper presents key research themes for advancing conceptual and empirical research on service operations. Additionally, a review of the past and current landscape of operations articles published in JOSM offers an understanding of the scholarly conversation so far and sets a foundation from which to build future research.

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Section: Service Operations In Josmmentioning

confidence: 99%

Service operations: what have we learned?

Victorino

Buell³

et al. 2018

JOSM

View full text Add to dashboard Cite

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Managerial Decisions in Service Industry: Case of Information Technology

Hanna

Daim

2007

PICMET '07 - 2007 Portland International Conference on Management of Engineering &Amp; Technology

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Decision-Making in the Service Sector — Comparison of Information Technology Acquisition Between Private and Public Institutes

Hanna

Daim

2007

Int. J. Innovation Technol. Management

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This study explores differences in decision making processes of public and private organizations in the service industry when they acquire information technologies (IT). The service sector has become increasingly important for economic growth and wealth in the United States. It is the fastest growing sector among the three traditional sectors: goods, manufacturing and services. Aside from the fast growing privately organized service business, public organizations have played an important role as service providers for many years. The public sector has also undergone significant changes towards privatizations. Public service organizations have started to compete with the private sector. Thus, they are forced to improve the speed and efficiency of their decision making processes. The study accomplishes this by specifically investigating IT-purchasing decisions of three private corporations, one academic institution and the United Nations. The study makes use of expert interviews done on site or on line with mid and high-level decision makers of the five organizations.

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Leveraging the potential of process technology through workflow scheduling

Cited by 4 publications

References 25 publications

Service operations: what have we learned?

Service operations: what have we learned?

Managerial Decisions in Service Industry: Case of Information Technology

Decision-Making in the Service Sector — Comparison of Information Technology Acquisition Between Private and Public Institutes

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