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Service operations: what have we learned?

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Author(s)
Victorino, Liana 
Field, Joy M. 
Buell, Ryan W. 
Secchi, Enrico 
et al. 
Uri
http://hdl.handle.net/10197/9982
Date Issued
January 2018
Date Available
16T11:15:15Z April 2019
Abstract
The purpose of this paper is to identify research themes in service operations that have great potential for exciting and innovative conceptual and empirical work. To frame these research themes, the paper provides a systematic literature review of operations articles published in the Journal of Service Management (JOSM). The thorough review of published work in JOSM and proposed research themes are presented in hopes that they will inspire impactful research on service operations. These themes are further developed in a companion paper, “Service operations: what’s next?” (Field et al., 2018). Design/methodology/approach The JOSM Service Operations Expert Research Panel conducted a Delphi study to generate research themes where leading-edge research on service operations is being done or has yet to be done. Nearly 700 articles published in JOSM from its inception through 2016 were reviewed and classified by discipline focus. The subset of service operations articles was then further categorized according to the eight identified research themes plus an additional category that primarily represented traditional manufacturing approaches applied in service settings. Findings From the Delphi study, the following key themes emerged: service supply networks, evaluating and measuring service operations performance, understanding customer and employee behavior in service operations, managing servitization, managing knowledge-based service contexts, managing participation roles and responsibilities in service operations, addressing society’s challenges through service operations, and the operational implications of the sharing economy. Based on the literature review, approximately 20 percent of the published work in JOSM is operations focused, with earlier articles predominantly applying traditional manufacturing approaches in service settings. However, the percentage of these traditional types of articles has been steadily decreasing, suggesting a trend toward dedicated research frameworks and themes that are unique to the design and management of services operations. Originality/value The paper presents key research themes for advancing conceptual and empirical research on service operations. Additionally, a review of the past and current landscape of operations articles published in JOSM offers an understanding of the scholarly conversation so far and sets a foundation from which to build future research.
Type of Material
Journal Article
Publisher
Emerald
Journal
Journal of Service Management
Volume
29
Issue
1
Start Page
39
End Page
54
Copyright (Published Version)
2018 Emerald Publishing Ltd
Keywords
  • Service operations

  • Service supply networ...

  • Service operations pe...

  • Customer and employee...

  • Servitization

  • Knowledge-based servi...

  • Participation roles a...

  • Sustainable services

  • Social impact service...

  • Sharing economy

  • Delphi study

  • JOSM literature revie...

DOI
10.1108/JOSM-08-2017-0192
Language
English
Status of Item
Peer reviewed
This item is made available under a Creative Commons License
https://creativecommons.org/licenses/by-nc-nd/3.0/ie/
Owning collection
Business Research Collection
Scopus© citations
25
Acquisition Date
Feb 3, 2023
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Views
755
Acquisition Date
Feb 4, 2023
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Downloads
457
Acquisition Date
Feb 4, 2023
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