Transformative changes in the societal and service context call out for discipline to develop a coherent set of priorities research practice. To this end, we utilized multiple data sources: surveys scholars practitioners, web scraping online documents, review published scholarship, roundtable discussions conducted at world’s foremost centers. We incorporated innovative methodologies, including machine learning, natural language processing, qualitative analyses, identify key that are critical...

This article utilizes input from service scholars, practitioners, reviews of published literature, and influential policy documents to identify research priorities that push the boundaries extant research. In a companion piece, we focused on four related managing delivering in turbulent times. Further, identified set stakeholder-wants literature included questions tie key each three this article. Here, highlight critical importance scholarship practice design sustainable ecosystems discuss...

We report the results of a longitudinal field study examining impact work teams on manufacturing performance. An electromechanical assembly plant was our research site from April 1992 throug...

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

Managing Volunteer Engagement Non-profit organizations that provide food, shelter, and other services to people in need, rely on volunteers deliver their services. Unlike paid labor, non-profit have less control over unpaid volunteers’ schedules, efforts, reliability. However, these can invest volunteer engagement activities strive for a steady adequate supply of labor. The paper, “A Dynamic Model Engagement”, models the management process. paper derives dynamic policy judiciously uses...

In this paper, we develop a process model for assessing and managing e‐service quality based on the underlying components of system and, in turn, address growing need to look more detail at component level sources poor quality. The proposed is comprised set entities representing system, network defining linking between all pairs via transactions product flows, outcomes processes terms dimensions. developed using Unified Modeling Language (UML), pictorial language specifying service designs...

Abstract Managers of e‐service operations are increasingly challenged to ensure high quality in their electronic services. Many researchers have studied how perceptions dimensions relate higher order evaluations such as overall satisfaction and customer loyalty. However, this study, we turn toward operational practice, examining relationships between process attributes dimensions. Our intent is identify potential drivers that managers may use levers improve operations. The study employs a...

Purpose This paper aims to empirically test the relationship between supplier relations and satisfaction with overall performance in a services context at process level of analysis. Design/methodology/approach Two hypotheses are developed, one predicting positive multi‐dimensional construct performance, five‐part hypothesis relationships underlying components performance. Using sample 108 financial processes, first is tested using regression analysis, second correlation Findings After...

Drawing from three theoretical bases—“information stickiness” the knowledge management literature, “service coproduction” service operations and “incomplete contract theory” transaction cost economics literature—we discuss a framework develop models to study efficiency of coproduction process in knowledge‐intensive consulting environment. We apply, refine, interpret these theories determine how work should be allocated between consultant client corresponding pricing under different...

In this study we explore the implications of using recycled versus virgin materials for supply chain structure and supplier relationships, as well broader effects on operations strategy in an evolving sustainable environment. We focus corrugated cardboard industry, where vertical integration is common, non-integrated firms are both customers competitors integrated firms. These multiple supplier/customer/competitor relationships provide a complex environment to observe changes with addition...

Abstract In a departure from most other empirical studies of service organizations, this study employs lower‐level unit analysis and explores processes with front‐office or back‐office orientations. Moreover, unlike past studies, no process has corresponding in our sample. The unrelated offers more rigorous examination the customer contact model. findings by large support premise model for breaking up activities involved delivery process. Our surprising finding relates to levers achieving...

Purpose The online retail industry is enormous, covering a great assortment of products and services. Yet, little research has examined whether determinants success in retailing are similar or differ by sector. purpose this study to examine sectors separately distinguish drivers associated with overall satisfaction for the consumers those sectors. Design/methodology/approach paper uses ridge regression how e‐service quality dimensions customer several e‐retailing Findings While exhibit...

Purpose The purpose of this paper is to identify research themes in service operations that have great potential for exciting and innovative conceptual empirical work. To frame these themes, the provides a systematic literature review articles published Journal Service Management ( JOSM ). thorough work proposed are presented hopes they will inspire impactful on operations. These further developed companion paper, “Service operations: what’s next?” (Field et al. , 2018)....

Abstract In this paper, we report on three case studies of South African manufacturing firms that made significant efforts to implement shopfloor improvement teams. Following Meredith’s [J. Operat. Manage. 16 (1998) 441] suggestion use as a basis for theory formulation, insights from the cases were used extend existing by generating hypotheses pertaining timing and sustainability performance gains following implementation teams, focusing, in particular ongoing Because richness study data,...

Abstract We investigate sourcing decisions related to the back‐office operations of 108 processes used by financial services companies. Guided arguments transaction cost economics and resource‐based knowledge‐based view organizations, we hypothesize that service customization volume represent two key drivers a company's decisions. The inherent uncertainty gives rise risks opportunism holdups thus favors insourcing. Moreover, competency gained from performing high‐volume aligns with tenets...

ABSTRACT Developing a better understanding of the impact uncertainty on process performance has been recognized as an important research opportunity in service design ( Hill, et al., 2002 ). Within this general stream, our study focuses question what managers can do to most effectively address operational and mitigate its negative effects. To begin question, we report exploratory using sample professionals financial‐services industry who acted informants 108 processes. These were sampled...

ABSTRACT The widespread recognition of the detrimental effects high yield variation in advanced manufacturing technology settings, both terms cost and management production processes, underscores need to develop effective strategies for reducing variation. In this article, we report findings a longitudinal field study an electromechanical motor assembly plant where examined how application process knowledge by work teams can reduce We propose provide operationalizion strategy identify...

In this study, the authors focus on how service providers can meet rising customer value expectations through process designs that are not only lean but also with high quality. The consider two design approaches: one separate (decoupled) front-office and back-office operations integrates a combined workforce. They develop decision support framework to compare these approaches in terms of both cost level. integrated approach, based constant staffing model, takes systems perspective designing...

The study examines the sustainability of manufacturing quality improvements following implementation work teams on production lines. We posit that impact quality, measured as defect rate trajectory, is monotonically nonincreasing over time and may, more specifically, assume shape an inverted S-curve. Employing a longitudinal research design, we investigate four 28-month period in field setting. Each team corresponds to one interconnected lines electromechanical assembly plant operated by...

Technology continues to affect today’s businesses in general and services particular. With the globalization of business, service organizations have access many same external resources. As a result, must look internally how they design their delivery processes increase value offerings. One element that appears offer such opportunities is creation inventories process. We define inventory as any tangible or intangible operand resource transformed by provider with without customer input stored...