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作者：Grossler, Andreas; Thun, Joern-Henrik; Milling, Peter M.
作者单位：Radboud University Nijmegen; University of Mannheim
摘要：The purpose of the paper is to demonstrate the usefulness of (1) system dynamics as a structural theory for operations management and (2) system dynamics models as content theories in operations management. The key findings are that, although feedback loops, accumulation processes, and delays exist and are widespread in operations management, often these phenomena are ignored completely or not considered appropriately. Hence, it is reasoned why system dynamics is well suited as an approach for...
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作者：Spohrer, Jim; Maglio, Paul P.
作者单位：International Business Machines (IBM); IBM USA
摘要：The current growth of the service sector in global economies is unparalleled in human history-by scale and speed of labor migration. Even large manufacturing firms are seeing dramatic shifts in percent revenue derived from services. The need for service innovations to fuel further economic growth and to raise the quality and productivity levels of services has never been greater. Services are moving to center stage in the global arena, especially knowledge-intensive business services aimed at ...
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作者：Rungtusanatham, M. Johnny; Salvador, Fabrizio
作者单位：University of Minnesota System; University of Minnesota Twin Cities; IE University
摘要：Research on mass customization has largely overlooked the issue of organizational change associated with the mass production-to-mass customization transition. To address this gap in the literature, we conduct a longitudinal case study of a manufacturing facility belonging to a division of a Fortune 1000 discrete manufacturing firm as it seeks to transition from mass production to mass customization. We empirically identify five factors hindering the mass production-to-mass customization transi...
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作者：Menor, Larry J.; Roth, Aleda V.
作者单位：Western University (University of Western Ontario); University Western Ontario Hospital; Clemson University
摘要：W hat can service firms do to improve their ability to offer new services? In this paper we argue that new service development success results from building a competence in the management of service development resources and routines. We conceptualize new service development competence as a multidimensional, second-order latent construct that is represented by a system of four interrelated and complementary dimensions: (1) formalized new service development processes, (2) market acuity, (3) ne...
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作者：Rabinovich, Elliot; Maltz, Arnold; Sinha, Rajiv K.
作者单位：Arizona State University; Arizona State University-Tempe; Arizona State University; Arizona State University-Tempe
摘要：W e investigate trade-offs among markups, service quality, and product attributes across customer, Internet retailer, and wholesaler echelons. Research has documented the reality of retail price dispersion, but little is known about how retail markups, in particular, are related to service quality and product attributes. For example, do Internet retailers deliver superior service in return for high markups? Do product characteristics affect the relationship between service and markups for reta...
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作者：Voss, Chris; Roth, Aleda V.; Chase, Richard B.
作者单位：University of London; London Business School; Clemson University; University of Southern California
摘要：T his paper explores the customer experience paradigm as it pertains to service operations strategy and design. First, we operationally define and discuss the concept of customer experience. In this context, we propose a reframing of the strategic role of operations strategy as one of choreographing experience-centric services. We then introduce the concept of services as destinations as an emerging business model for classifying experiential service strategies. Our conceptual typology of expe...
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作者：Schroeder, Roger G.
作者单位：University of Minnesota System; University of Minnesota Twin Cities
摘要：Rigorous development of theory in operations management has been lacking. Although many theories have been proposed, they are often not developed in a format and depth that can be falsified, refined, or supported. This special issue includes three papers that illustrate rigorous development of theory for future testing using mathematical, simulation, or managerial approaches.
