... outsourcing parts of the service delivery process to third parties, this research contributes to the service design, service triad and service operations literature. Specifically, this study shows that customer outsourcing decisions impact waiting experience formation with the focal service provider...

...Christoph Breidbach; Sunmee Choi; Benjamin Ellway; Byron W. Keating; Katerina Kormusheva; Christian Kowalkowski; Chiehyeon Lim; Paul Maglio A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will play in the future of service...

...Joy M. Field; Liana Victorino; Ryan W. Buell; Michael J. Dixon; Susan Meyer Goldstein; Larry J. Menor; Madeleine E. Pullman; Aleda V. Roth; Enrico Secchi; Jie J. Zhang Most service operations research focuses on the dyadic interaction between service delivery systems and customers, which...

... 2017 28 11 2017 © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only 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...

... Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only This study contributes to both the healthcare operations literature and the professional service operations (PSO) literature. By explicitly mapping high-reliability organization (HRO) theory to patient safety...

... Publishing Limited Licensed re-use rights only Design Service operations Experience Service innovation Services management Researchers contend that, following the move from a manufacturing to service economy, the next step is the experience economy (Grönroos and Helle, 2010 ; Matthyssens...

... technology will possess an innovative culture, which in turn increases the success of SST. Technology Service operations Services management Self-service Employees play a central role in the adoption of new technology (Essén, 2009 ; Lui et al., 2006 ; Pasmore et al...

... of view on the gap and opportunities in the field. Findings – The authors show that there is an opportunity to extend the service operations field. Practical implications – Enables managers and researchers to think about new approaches for designing experiences. Social implications...

..., which strengthens the need for marketing to work with operations. Service operations Service marketing Services management Since the early days of the twentieth century, the theories of neo-classical economics have been used to describe the structure of markets, determination of prices...

... to address the issue of waiting in line and tests the theory with real‐world data from a field study. Retailing Service operations Field research Customer satisfaction The checkout is an essential and inevitable part of many, if not all, retail service encounters. Waiting at the checkout...

... to foster innovativeness in horizontal service cooperations in order to enhance cooperation performance? © Emerald Group Publishing Limited 2012 Co‐operation Innovation Survey Service operations Organizational effectiveness Horizontal management Innovation is a major contributor...

...@buseco.monash.edu.au © Emerald Group Publishing Limited 2008 Australia Service operations Performance measurement (quality) Operations management Service operations managers have a diverse set of decision variables upon which they can focus their organisations efforts en route to achieving...

... performance. Research limitations/implications Previous studies have not considered the relationship between specificity and business performance, which gives extra incentive to complement and expand the literature on service operations. Future research should analyze other theories on organisations...

... incorporate the customers' perception of other aspects of the environment not directly related to the servicescape, and it does not include temporal and spatial aspects of the service environment. Online operations Service operations Customer satisfaction Customer evaluations of e‐services...

... equally be applied to goods. Michael Ottenbacher can be contacted at: mottenbacher@mail.sdsu.edu © Emerald Group Publishing Limited 2006 Service operations Design and development Hospitality services Employee involvement Organizations face an unstable and often turbulent...

..., 1988, 1983) . Service operations Quality Service levels Research Since, then, the construct of service quality has mostly been explored on the basis of the service receiver's perspective of service encounters (Parasuraman et al., 1988 ; Saleh and Ryan, 1992 ; Babakus and Boller...

... Publishing Limited 2006 Employee involvement Service operations Profit Customer service management Service climate A wealth of thought over the years has developed as evidence of our pursuit of the service imperative aimed at successfully identifying and fulfilling customer needs: total...

... frameworks for strategic insights are necessary. Several frameworks have been developed for this purpose. In particular, Roth's P3 matrix provides useful implications for EC service operations strategies. The matrix focuses on critical variables forming the conceptual framework. However, further development...

..., designated the service case scheduling problem, is logically described in terms of its objectives, constraints, and characteristics. A simulation study is then used to produce general recommendations for the problem's solution in practice. © Emerald Group Publishing Limited 2004 Service operations...

.... This issue needs further examination. © Emerald Group Publishing Limited 2004 Business‐to‐business marketing Service delivery systems Business process re‐engineering Electronic commerce Service operations Table I provides a description of what SSTs entail in B2B exchanges...