INSIGHTS INTO SERVICE OPERATIONS MANAGEMENT: A RESEARCH AGENDA

Authors

  • ALEDA V. ROTH,

    1. Kenan-Flagler Business School, The University of North Carolina at Chapel Hill, Campus Box 3490, McColl Building, Chapel Hill, NC 27599-3490
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      Aleda V. Roth is the Distinguished Mary Farley Ames Lee Professor of Operations at the Kenan-Flagler Business School, University of North Carolina at Chapel Hill. She held faculty positions at Duke University, Boston University and The Ohio State University and was a visiting professor at London Business School and WHU-Otto Beisheim Graduate School of Management. Her research is motivated by theoretical and practical explanations of how service and manufacturing firms can best deploy their operations, supply chains, and technology for competitive advantage. She has over 100 publications and was distinguished by 14 research awards. She is Department Editor for Production and Operations Management, Associate Editor for Management Science, Manufacturing & Service Operations Management, Journal of Operations Management, and Decision Sciences (DS) and serves on the editorial board of Journal of Service Research and others. She is the President of POMS.

  • LARRY J. MENOR

    1. Richard Ivey School of Business, The University of Western Ontario, 1151 Richmond Street North, London, Ontario N6A 3K7
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      Larry J. Menor is an Assistant Professor at the Richard Ivey School of Business at the University of Western Ontario. He earned a PhD from the University of North Carolina at Chapel Hill. Larry's research interests include service operations strategy and new service development. His research has appeared in Manufacturing & Service Operations Management, Journal of Operations Management, and other journals.


Abstract

This paper offers insights regarding an agenda for service operations management (SOM) research. First, we motivate the need for an SOM research agenda. Second, we offer a research framework that paints a broad-based picture of key architectural elements in the SOM research landscape. The framework builds upon prior and emerging research for designing, delivering and evaluating services. Third, in order to stimulate future research in SOM, we use this framework to hone in on five understudied and emerging research themes that underpin our proposed SOM research agenda.

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