A history of research in service operations: What's thebig idea?

Journal of Operations Management · 2007 · Volume 25 · Issue 2

DOI: 10.1016/j.jom.2006.11.002

Abstract

The purpose of this paper is to trace the history of research in service operations. After discussing the role of services in national economies and the importance of research in service operations, we discuss major trends in service operations research. For simplicity of exposition, this discussion is organized in terms ofbig ideasthat have proved to be influential in setting the research agenda in service operations. In the final section, we identify high-potential research areas where research needs are particularly urgent in the near future.

Keywords

Service operations, History, Big ideas, Research opportunities

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