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1 – 10 of over 125000
Article
Publication date: 1 March 1986

C. Armistead, R. Johnston and C.A. Voss

Most Western countries are demonstrating a trend in the public and private sector away from traditional manufacturing operations. This has resulted in customer‐led…

1270

Abstract

Most Western countries are demonstrating a trend in the public and private sector away from traditional manufacturing operations. This has resulted in customer‐led pressure for Production/Operations Management teachers to give service operations equal time with manufacturing. Service industries have the same operating issues as manufacturing but for effective teaching two aspects must be considered. The first is the context of service operations and the second is those differences that do exist between manufacturing and services. A teaching strategy is proposed. This emphasises the use of service cases and examples to illustrate the application of operations management approaches; an understanding of the key contextual differences in the service environment; and the development of electives focusing on specific service features in operations management. Examples from undergraduate and postgraduate teaching are given.

Details

International Journal of Operations & Production Management, vol. 6 no. 3
Type: Research Article
ISSN: 0144-3577

Keywords

Open Access
Article
Publication date: 6 August 2018

Jurandir Peinado, Alexandre Reis Graeml and Fernando Vianna

The purpose of this paper is to assess the differences in importance assigned by manufacturing or service organizations to topics related to operations management and its…

22598

Abstract

Purpose

The purpose of this paper is to assess the differences in importance assigned by manufacturing or service organizations to topics related to operations management and its attendant body of knowledge.

Design/methodology/approach

The authors did this by cataloguing and analyzing vacancy announcements related to operations management, presented by manufacturing and services companies in major Brazilian human resources websites.

Findings

The results show that manufacturing companies primarily hire personnel with skills in routine process management, quality management, lean manufacturing, ergonomics and work organization. Service companies generally seek professionals with knowledge and experience in logistics, supply chain management and project management.

Research limitations/implications

This study presents some limitations that reduce the power of its conclusions. There is some degree of subjectivity in the interpretation of the contents of the analyzed ads. In order to reduce this problem, the authors who did the tabulation of data marked the situations for which there were some doubts about the classification, discussing them with the other author, until they reached a consensus on the best way to classify each one.

Originality/value

The discussion about the importance assigned by manufacturing and service companies to the topics of operations management is crucial for not only the results obtained, but also to stimulate the debate on topics that comprise or should comprise the body of knowledge of operations management, and the way they are incorporated into business practice. This provides an additional opportunity to reflect on the potential of operations management in supporting business managers now and in the future.

Details

Revista de Gestão, vol. 25 no. 4
Type: Research Article
ISSN: 2177-8736

Keywords

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…

4566

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: 1 February 1999

Robert Johnston

Over the last 20 years we have witnessed the emergence of a large‐scale, world‐wide academic movement concerned with the management of services. This paper charts the role…

15676

Abstract

Over the last 20 years we have witnessed the emergence of a large‐scale, world‐wide academic movement concerned with the management of services. This paper charts the role and impact of operations management on this movement and proposes that the current key focus for service academics should be with the application of frameworks and techniques. Also suggests that as the service movement has grown, with increasing overlap between the subjects of operations, marketing and HRM for example, there is a need to “return to roots”. Contends that service academics, in their bid to develop cross‐functional service management material, may have lost, or inadvertently ignored, the strength of their core disciplines. Re‐focusing on the traditional strengths of operations management, such as performance quality, design, and operational improvement, might help provide a greater rigour to the developing subject of service management. Discusses nine areas for service operations research and suggests specific research questions. The topics include linking operational performance to business drivers, performance measurement and operations improvement, service design, service technology, the design of internal networks and managing service capacity.

Details

International Journal of Operations & Production Management, vol. 19 no. 2
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 7 September 2018

Christoph Breidbach, Sunmee Choi, Benjamin Ellway, Byron W. Keating, Katerina Kormusheva, Christian Kowalkowski, Chiehyeon Lim and Paul Maglio

The purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as…

3282

Abstract

Purpose

The purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as fundamental themes that can help to imagine the future of service operations in 2050.

Design/methodology/approach

A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will play in the future of service operations.

Findings

The future of service operations is framed in terms of three key themes – complexity, orchestration, and elasticity. The paper makes three contributions to the service science literature by: reviewing key themes underpinning extant service operations research to frame future trajectories of service operations research; elaborating a vision of service operations in 2050 based on history and technology; and outlining a research agenda for future service operations.

Practical implications

The case of service automation is used to provide an illustration of how the three themes converge to define future service operations, and in particular, to show how technology is recasting the role of the firm.

Originality/value

Service operations in the next 30 years will be very different from what it was in the past 30 years. This paper differs from other review papers by identifying three key themes that will characterize and instill new insights into the future of service operations research.

Details

Journal of Service Management, vol. 29 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 1 March 1994

Robert Johnston

Traces the historical development of operations management from itsfactory management origins. Explores how the subject has tried toincorporate service inspirations issues…

7442

Abstract

Traces the historical development of operations management from its factory management origins. Explores how the subject has tried to incorporate service inspirations issues from the mid‐1970s and its association with service management in the 1980s and 1990s. There is now a significant body of knowledge on service operations management though it appears to have had only limited recognition and inclusion in the developing subject of service management. Suggests that the key challenge for operations management academics is to try to embrace the service imperative more fully into the mainstream discipline. To bring this about some operations management researchers will need to shake off their inward‐looking, efficiency‐oriented view of operations which seems to be more concerned with the application of quantitative techniques to operational subsystems rather than the design and control of operations to meet the needs of customers. Also suggests that service management academics need to ensure the inclusion, and recognition, of operations issues and perspectives into the subject. Without operations there is no means or capability of delivering service promises.

Details

International Journal of Service Industry Management, vol. 5 no. 1
Type: Research Article
ISSN: 0956-4233

Keywords

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…

2786

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: 1 May 2007

Henrique Luiz Corrêa, Lisa M. Ellram, Annibal José Scavarda and Martha C. Cooper

To develop and propose a framework, termed here as the value package prism, for assessing the kinds of management processes and flexibility available in providing a range…

7236

Abstract

Purpose

To develop and propose a framework, termed here as the value package prism, for assessing the kinds of management processes and flexibility available in providing a range of value packages (services and goods offering mix).

Design/methodology/approach

The literature is examined and a set of highly‐visible Latin‐American examples are presented to support the development of the proposed framework.

Findings

Provides an additional perspective to the traditional set of characteristics (intangibility, inseparability, heterogeneity, and perishability) for differentiating services and goods. The proposed framework (stockability, intensity of interaction, simultaneousness of consumption, and ease of performance assessment) and the value prism may be useful to operations managers in developing, planning, organizing, or controlling the production and delivery of services or goods.

Originality/value

Offers a new framework and an applied way to improve operations management by moving away from the extremes of pure services and pure goods to embrace how businesses compete and operate today, by delivering value packages. Provides an approach that facilitates operations managers' understanding and ability to manage substantial changes in the value packages offered to customers.

Details

International Journal of Operations & Production Management, vol. 27 no. 5
Type: Research Article
ISSN: 0144-3577

Keywords

Open Access
Article
Publication date: 22 March 2022

Xiaoyu Yan, Weihua Liu, Victor Shi and Tingting Liu

The literature review aims to facilitate a broader understanding of on-demand service platform operations management and proposes potential research directions for scholars.

451

Abstract

Purpose

The literature review aims to facilitate a broader understanding of on-demand service platform operations management and proposes potential research directions for scholars.

Design/methodology/approach

This study searches four databases for relevant literature on on-demand service platform operations management and selects 72 papers for this review. According to the research context, the literature can be divided into research on “a single platform” and research on “multiple platforms”. According to the research methods, the literature can be classified into “Mathematical Models”, “Empirical Studies”, “Multiple Methods” and “Literature Review”. Through comparative analysis, we identify research gaps and propose five future research agendas.

Findings

This paper proposes five research agendas for future research on on-demand service platform operations management. First, research can be done to combine classic research problems in the field of operations management with platform characteristics. Second, both the dynamic and steady-state issues of on-demand service platforms can be further explored. Third, research employing mathematical models and empirical analysis simultaneously can be more fruitful. Fourth, more research efforts on the various interactions among two or more platforms can be pursued. Last but not least, it is worthwhile to examine new models and paths that have emerged during the latest development of the platform economy.

Originality/value

Through categorizing the literature into two research contexts as well as classifying it according to four research methods, this article clearly shows the research progresses made so far in on-demand service platform operations management and provides future research directions.

Details

Modern Supply Chain Research and Applications, vol. 4 no. 2
Type: Research Article
ISSN: 2631-3871

Keywords

Article
Publication date: 11 November 2013

Zoe Radnor and Joe O'Mahoney

This paper reflects on the growing trend of engaging management consultancies in implementing operations management innovations in the public sector. Whilst the…

5916

Abstract

Purpose

This paper reflects on the growing trend of engaging management consultancies in implementing operations management innovations in the public sector. Whilst the differences between public and private sector operations have been documented, there is a dearth of material detailing the impact of public sector engagements on the consultancies themselves and the operations management products and services they develop. Drawing on qualitative data, the paper aims to identify both the impact of operations management in the public sector and the impact of this engagement on the consultancies that are involved.

Design/methodology/approach

This paper draws on rich, qualitative data from six large management consultancies, amounting to over 48 interviews. An inductive methodology sought to identify both how consultancies have adapted their operations management products and services, and why.

Findings

The paper finds that the different context of the public sector provides consultants with considerable challenges when implementing operations management projects. The research shows that public services are often hampered by different cultures, structures, and managerial knowledge and investment patterns. Such constraints have an impact on both the projects being implemented and the relationship between consultants and clients.

Originality/value

There are few studies that consider the implementation of operations management in the public sector and fewer still which examine the impact of public sector engagement on the products that consultancies develop. This paper aims to develop understanding in both. At a more theoretical level, the paper contributes to considering operations management through knowledge management literature in seeking to understand how consumers of management knowledge influence its producers.

Details

International Journal of Operations & Production Management, vol. 33 no. 11/12
Type: Research Article
ISSN: 0144-3577

Keywords

1 – 10 of over 125000