R1. Chase & Apte, "History of Research in Service Operations" (Selections)
Sun, 08/07/2011 - 12:54pm — monica
Type:
Reading
Citation:
Chase, Richard & Uday Apte, "History of Research in Service Operations", Journal of Operations Management, March 2007
This is an extremely tight survey paper that traces the evolution of the information and service economy from Adam Smith and Karl Marx to the present day and describes the influence of the "big ideas" of service design and operation along the way. The trajectory from "product line approach to services" to the "experience economy" has been shaped by profound changes in the conception, design, and evaluation of services and the rise of the idea that value is "co-created" in service encounters.
Focus on:
- Abstract
- Introduction
- 2. Research in service operations: the big ideas
- 2.5. Industrialization of services
- 2.6. Match supply and demand in service industries
- 2.7. The customer contact model
- 2.9. Classifying services to gain marketing and operational insight
- 2.10. Gap model of service quality
- 2.11. The strategic service vision framework
- 2.15. The service profit chain
- 2.18. Emerging experience economy
- 2.19.2. Frameworks for service design and management
- 2.19.3. Tools and techniques of service operations to improve productivity in services
- Concluding Remarks
Class Meeting(s) that list this Resource:
Title 
Author Last update L01. Course Introduction monica 2011/08/30 - 8:34am
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