UNSPECIFIED (2005) Service operations management: from the roots up. INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT, 25 (12). pp. 1298-1308. doi:10.1108/01443570510633666 ISSN 0144-3577.

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Abstract

Purpose - The purpose of this paper is to assess developments in the service literature over the last six years and to lay out some challenges and opportunities for the operations management academic community.

Design/methodology/approach - The paper is based on issues raised in a previous paper and contains the results of a literature review and a content analysis of around 250 papers from three journals.

Findings - The paper suggests that there is a window of opportunity for operations academics to engage in the service arena and apply their knowledge and skills to answer fundamental questions in the areas of quality, productivity and efficiency, and to apply their expertise in business services and the not-for-profit and voluntary sectors.

Research limitations/implications - This polemic reflects the biased opinions of the author.

Originality/value - Assesses developments in the service literature.

Item Type:	Journal Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Journal or Publication Title:	INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT
Publisher:	EMERALD GROUP PUBLISHING LIMITED
ISSN:	0144-3577
Official Date:	2005
Dates:	Date Event 2005 UNSPECIFIED
Volume:	25
Number:	12
Number of Pages:	11
Page Range:	pp. 1298-1308
DOI:	10.1108/01443570510633666
Publication Status:	Published

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