This paper presents an overview of the new issues and research opportunities related to four service operations design topics - the design of retail and e-tail service processes, design of service processes involving waiting lines and workforce staffing, service design for manufacturing, and re-engineering service processes. All four topics are motivated by new technologies (particularly web-based technologies) and require a multi-disciplinary approach to research. For each topic, the paper presents an overview of the topic, the relevant frameworks, and a discussion of the research opportunities.
|Original language||English (US)|
|Number of pages||14|
|Journal||Journal of Operations Management|
|State||Published - Apr 2002|
- Service processes