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Article
Publication date: 1 February 2018

Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan Meyer Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda V. Roth, Enrico Secchi and Jie J. Zhang

The purpose of this paper is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by…

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Abstract

Purpose

The purpose of this paper is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel. By offering a good number of such research questions, this paper provides a broad range of ideas to spur conceptual and empirical research related to service operations and encourage the continued creation of deep knowledge within the field, as well as collaborative research across disciplines that develops and incorporates insights from service operations.

Design/methodology/approach

Based on a Delphi study, described in the companion article, “Service Operations: What Have We Learned?,” the panel identified eight key research themes in service operations where leading-edge research is being done or has yet to be done (Victorino et al., 2018). In this paper, three or four topics within each theme are selected and multiple questions for each topic are proposed to guide research efforts. The topics and questions, while wide-ranging, are only representative of the many ongoing research opportunities related to service operations.

Findings

The field of service operations has many interesting research topics and questions that are largely unexplored. Furthermore, these research areas are not only increasingly integrative across multiple themes within operations but often transcend functional disciplines. This creates opportunities for ever more impactful research with a greater reach throughout the service system and suggests that service researchers, regardless of functional affiliation, can contribute to the ongoing conversation on the role of service operations in value creation.

Originality/value

Leveraging the collective knowledge of the JOSM Service Operations Expert Research Panel to expand on the research themes generated from the Delphi study, novel questions for future study are put forward. Recognizing that the number of potential research questions is virtually unlimited, summary questions by theme and topic are also provided. These questions represent a synopsis of the individual questions and can serve as a quick reference guide for researchers interested in pursuing new directions in conceptual and empirical research in service operations. This summary also serves as a framework to facilitate the formulation of additional research topics and questions.

Article
Publication date: 5 January 2018

Liana Victorino, Joy M. Field, Ryan W. Buell, Michael J. Dixon, Susan Meyer Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda V. Roth, Enrico Secchi and Jie J. Zhang

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…

3324

Abstract

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.

Article
Publication date: 22 March 2023

Nor Zaimah Che-Ghani, Nik Elyna Myeda and Azlan Shah Ali

To achieve efficient operation and maintenance (O&M) management, this study seeks to identify critical success factors (CSFs) affecting service delivery factors of O&M services at…

Abstract

Purpose

To achieve efficient operation and maintenance (O&M) management, this study seeks to identify critical success factors (CSFs) affecting service delivery factors of O&M services at stratified residential buildings. The purpose of this study is to yield measurable data for developing an effective O&M framework to enhancing its performance. In future research, this study will further investigate the relationship between the CSF and service performance factors.

Design/methodology/approach

This study adopts a combination of qualitative and quantitative techniques that yields conclusive study findings while improving the research’s validity and dependability. Two series of instruments were conducted in an effort to refine the efficient O&M framework variables. Instruments used in addressing the research gap were a questionnaire survey and focus group discussion (FGD). Analysis of data was completed via the Statistical Package for the Social Sciences (SPSS) programme for quantitative data and thematic analysis for qualitative data.

Findings

This study concludes that the CSFs directly affect the performance of O&M. Questionnaire survey and FGD findings have refined the CSF into three main categories, namely, building characteristics, O&M management and community participation. FGD experts further suggested that service performance factors can be measured against SERVQUAL service qualities such as reliability, tangible, responsiveness, assurance and empathy.

Research limitations/implications

Future research may consider the inclusion of financial elements in the O&M service delivery.

Originality/value

This study presents a fresh insight into the CSFs that construct an efficient O&M framework through rigorous steps of data collection and analysis. This study proposes impactful guidance for policymakers, practitioners and residents on the significance of all parties’ involvement to support the management of residential buildings, where the current practice of O&M constantly faces complex issues. This study derives novice strategies that should correspond to the growing issues and challenges in managing residential buildings. The deeper insight into the role of O&M represents a direction for the future development of facilities management progress and stratified residential building sectors.

Article
Publication date: 1 April 1998

Bo Edvardsson

The topic for this article is quality improvement in service operations. Quality improvement is used as a collective expression for quality assurance, quality management and…

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Abstract

The topic for this article is quality improvement in service operations. Quality improvement is used as a collective expression for quality assurance, quality management and quality control. Service operations refer to private as well as to public service operations and to services in manufacturing companies. Although services play a predominant role as regards GDP and employment in the OECD countries, we still know very little about quality management in service operations. Concepts and models in organization theories, marketing and other fields are, to a great extent, based on studies of and experience from manufacturing companies. Quality is no exception, even though it has received some attention during the past 15 years, especially from researchers in Scandinavia.

Details

Managing Service Quality: An International Journal, vol. 8 no. 2
Type: Research Article
ISSN: 0960-4529

Keywords

Book part
Publication date: 20 September 2023

Sokunrith Pov and Sothy Chhy

By adopting the Sustainable Development Goal 4 (SDG4), Cambodia has experienced various precarious progress and challenges in implementing inclusive education due to the…

Abstract

By adopting the Sustainable Development Goal 4 (SDG4), Cambodia has experienced various precarious progress and challenges in implementing inclusive education due to the rudimentary inclusion concept prevalent in the country. This chapter denotes updates on the progress of policy implementation, progress of inclusive education programmes by sub-sectors, progress of pre-service and in-service teacher training, and challenges of inclusion at school levels. Moreover, it deliberates the perspectives and implications of effective inclusion with a focus on policy support, teacher education reform, availability of data, and monitoring and evaluation paradigm to achieving Agenda 2030 in Cambodia.

Article
Publication date: 1 January 1985

Mary Weir and Jim Hughes

Introduction Consider a hi‐fi loudspeaker manufacturing company acquired on the brink of insolvency by an American multinational. The new owners discover with growing concern that…

Abstract

Introduction Consider a hi‐fi loudspeaker manufacturing company acquired on the brink of insolvency by an American multinational. The new owners discover with growing concern that the product range is obsolete, that manufacturing facilities are totally inadequate and that there is a complete absence of any real management substance or structure. They decide on the need to relocate urgently so as to provide continuity of supply at the very high — a market about to shrink at a rate unprecedented in its history.

Details

International Journal of Manpower, vol. 6 no. 1/2
Type: Research Article
ISSN: 0143-7720

Article
Publication date: 1 January 1983

R.G.B. Fyffe

This book is a policy proposal aimed at the democratic left. It is concerned with gradual but radical reform of the socio‐economic system. An integrated policy of industrial and…

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Abstract

This book is a policy proposal aimed at the democratic left. It is concerned with gradual but radical reform of the socio‐economic system. An integrated policy of industrial and economic democracy, which centres around the establishment of a new sector of employee‐controlled enterprises, is presented. The proposal would retain the mix‐ed economy, but transform it into a much better “mixture”, with increased employee‐power in all sectors. While there is much of enduring value in our liberal western way of life, gross inequalities of wealth and power persist in our society.

Details

International Journal of Sociology and Social Policy, vol. 3 no. 1/2
Type: Research Article
ISSN: 0144-333X

Keywords

Article
Publication date: 1 July 1977

John S. Evans

A striking feature of Jaques' work is his “no nonsense” attitude to the “manager‐subordinate” relationship. His blunt account of the origins of this relationship seems at first…

1234

Abstract

A striking feature of Jaques' work is his “no nonsense” attitude to the “manager‐subordinate” relationship. His blunt account of the origins of this relationship seems at first sight to place him in the legalistic “principles of management” camp rather than in the ranks of the subtler “people centred” schools. We shall see before long how misleading such first impressions can be, for Jaques is not making simplistic assumptions about the human psyche. But he certainly sees no point in agonising over the mechanism of association which brings organisations and work‐groups into being when the facts of life are perfectly straightforward and there is no need to be squeamish about them.

Details

Management Decision, vol. 15 no. 7/8
Type: Research Article
ISSN: 0025-1747

Article
Publication date: 1 September 2000

Jonathan C. Morris

Looks at the 2000 Employment Research Unit Annual Conference held at the University of Cardiff in Wales on 6/7 September 2000. Spotlights the 76 or so presentations within and…

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Abstract

Looks at the 2000 Employment Research Unit Annual Conference held at the University of Cardiff in Wales on 6/7 September 2000. Spotlights the 76 or so presentations within and shows that these are in many, differing, areas across management research from: retail finance; precarious jobs and decisions; methodological lessons from feminism; call centre experience and disability discrimination. These and all points east and west are covered and laid out in a simple, abstract style, including, where applicable, references, endnotes and bibliography in an easy‐to‐follow manner. Summarizes each paper and also gives conclusions where needed, in a comfortable modern format.

Details

Management Research News, vol. 23 no. 9/10/11
Type: Research Article
ISSN: 0140-9174

Keywords

Open Access
Article
Publication date: 20 July 2023

Chiara Mussida and Raffaella Patimo

This paper investigates the relationship between health and labour market participation considering the potential role played by the presence of children and elderly persons…

Abstract

Purpose

This paper investigates the relationship between health and labour market participation considering the potential role played by the presence of children and elderly persons (with/without disabilities) in Italian households.

Design/methodology/approach

The authors use longitudinal data from the European Union Statistics on Income and Living Conditions and full-information maximum likelihood to estimate a two-equation model (one equation for labour force participation and one for health status) with instruments to address the endogeneity of the labour force participation choice. The model is estimated separately by gender.

Findings

The authors find that while the presence of children, elderly persons or both is positively associated with the health status of both genders, the presence of disabled elderly persons exerts a negative role. As for participation, interesting differences emerge. The presence of children discourages women's participation but is positively associated with men's labour force participation. Interestingly, a caring role for elderly persons without disability emerges for both genders when the presence of children is combined with that of elderly people. Gender differences are also at work for the role of childcare services and elderly and/or disabled home care/assistance.

Originality/value

The findings indicate a possible caring role for elderly persons without disabilities, neutralizing the effect of the presence of children on the labour force participation of both genders. The results also suggest that greater coverage of care services should increase the active participation of women in the labour market.

Details

International Journal of Manpower, vol. 44 no. 9
Type: Research Article
ISSN: 0143-7720

Keywords

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