Service operations management: from the roots up
International Journal of Operations & Production Management
ISSN: 0144-3577
Article publication date: 1 December 2005
Abstract
Purpose
The purpose of this paper is to assess developments in the service literature over the last six years and to lay out some challenges and opportunities for the operations management academic community.
Design/methodology/approach
The paper is based on issues raised in a previous paper and contains the results of a literature review and a content analysis of around 250 papers from three journals.
Findings
The paper suggests that there is a window of opportunity for operations academics to engage in the service arena and apply their knowledge and skills to answer fundamental questions in the areas of quality, productivity and efficiency, and to apply their expertise in business services and the not‐for‐profit and voluntary sectors.
Research limitations/implications
This polemic reflects the biased opinions of the author.
Originality/value
Assesses developments in the service literature.
Keywords
Citation
Johnston, R. (2005), "Service operations management: from the roots up", International Journal of Operations & Production Management, Vol. 25 No. 12, pp. 1298-1308. https://doi.org/10.1108/01443570510633666
Publisher
:Emerald Group Publishing Limited
Copyright © 2005, Emerald Group Publishing Limited