How professors of operations management view service operations?

• 成果类型: Article
• 署名作者: Nie, W; Kellogg, DL
• 署名单位: University of Colorado System; University of Colorado Denver
• 刊物名称: PRODUCTION AND OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1059-1478
• 发表日期: 1999
• 页码: 339-355
• 关键词: service assumptions; service characteristics; Service Operations Management; academic view

摘要

This study empirically tests assumptions that underlie operations management (OM) scholars' belief that service operations should be managed differently. Respondents were self-classified into manufacturing and service types. There is a significant statistical difference between the views held by each group with regard to statements such as service OM should be taught as a separate course and service operations should be managed differently from manufacturing. There was general consensus on the service research agenda with the exception of three research areas: time standards, technology, and productivity. The survey also revealed that customer influence has the greatest impact on service OM strategies and decisions.