Research opportunities in service process design

Arthur V. Hill, David A. Collier, Craig M. Froehle, John C. Goodale, Richard D. Metters, Rohit Verma

Research output: Contribution to journalArticlepeer-review

116 Scopus citations

Abstract

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 languageEnglish (US)
Pages (from-to)189-202
Number of pages14
JournalJournal of Operations Management
Volume20
Issue number2
DOIs
StatePublished - Apr 2002

Keywords

  • Research
  • Service processes
  • Technology

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