Production and Operations Management Vol. 12 No. 2 2003

INSIGHTS INTO SERVICE OPERATIONS MANAGEMENT: A RESEARCH AGENDA

Aleda V. Roth¹; LARRY J. MENOR²

¹ Kenan‐Flagler Business School, The University of North Carolina at Chapel Hill, Campus Box 3490, McColl Building, Chapel Hill, NC 27599‐3490 · ² Richard Ivey School of Business, The University of Western Ontario, 1151 Richmond Street North, London, Ontario N6A 3K7

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.

DOI

10.1111/j.1937-5956.2003.tb00498.x

Volume

12

Issue

2

Pages

145-164

Language

en

Sources

openalex crossref

Cite

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