Insights into service operations management: A research agenda

被引：2
作者：
Roth, AV
Menor, LJ
机构：
[1] Univ N Carolina, Kenan Flagler Business Sch, Chapel Hill, NC 27599 USA
[2] Univ Western Ontario, Richard Ivey Sch Business, London, ON N6A 3K7, Canada
来源：
PRODUCTION AND OPERATIONS MANAGEMENT | 2003年 / 12卷 / 02期
关键词：
service operations management; service strategy; service management research; CUSTOMER CONTACT MODEL; INFORMATION TECHNOLOGY; COMPETITIVE ADVANTAGE; SPECIAL-ISSUE; MISSING LINK; DESIGN; STRATEGY; SYSTEMS; QUALITY; FIRMS;
D O I：
暂无
中图分类号：
T [工业技术];
学科分类号：
08 ;
摘要：
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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页码：145 / 164
页数：20
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