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Article
Publication date: 1 February 2008

Joy M. Field and Larry C. Meile

This paper aims to empirically test the relationship between supplier relations and satisfaction with overall supplier performance in a services context at a process level of…

6440

Abstract

Purpose

This paper aims to empirically test the relationship between supplier relations and satisfaction with overall supplier performance in a services context at a process level of analysis.

Design/methodology/approach

Two hypotheses are developed, one predicting a positive relationship between a multi‐dimensional construct of supplier relations and satisfaction with overall supplier performance, and one five‐part hypothesis predicting positive relationships between the underlying components of supplier relations and satisfaction with overall supplier performance. Using a sample of 108 financial services processes, the first hypothesis is tested using regression analysis, and the second hypothesis is tested using correlation analysis.

Findings

After controlling for supplier efficiency and responsiveness, use of information technology, electronic information‐sharing, supplier type, and firm size, better supplier relations are associated with satisfaction with overall supplier performance. However, while the “partnering” components of the relationship (i.e. cooperation and long‐term commitment) are correlated with satisfaction with overall supplier performance, the “operational” components of the relationship (i.e. high degree of coordination, information‐sharing, and feedback) are not.

Research limitations/implications

Limited informant population, primarily single respondents, some single‐item variables.

Practical implications

The research results suggest not only the importance of improving overall supplier relations, but also the particular benefits of building partnerships within the service supply chain through co‐operation and long‐term commitment in order to increase satisfaction with overall supplier performance.

Originality/value

Unlike most empirical supply chain management studies, which use data from manufacturers at the strategic business unit or firm level, and recognizing that services and manufacturers differ in certain respects that are salient for supply chain management, this study uses data from a services industry (i.e. financial services) collected at the process level and provides unique insights into services and process level supply chain management.

Details

International Journal of Operations & Production Management, vol. 28 no. 2
Type: Research Article
ISSN: 0144-3577

Keywords

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Article
Publication date: 1 March 2002

Paulo J. Gomes and Larry C. Meile

The paper proposes that improvements in the productivity of process technology can be achieved by analyzing and instituting changes in the rules and methods through which work is…

1293

Abstract

The paper proposes that improvements in the productivity of process technology can be achieved by analyzing and instituting changes in the rules and methods through which work is organized. The implementation of information‐based process technology in a bank’s check processing system provides the context for the study. A simulation approach is used to assess the benefits of introducing alternative workflow scheduling rules after implementation of the new technology. Results from a hypothetical setting, using data from an actual check processing center, demonstrate the cost advantages of introducing a priority‐based scheduling rule. The implications and problems associated with practical implementation are discussed.

Details

International Journal of Service Industry Management, vol. 13 no. 1
Type: Research Article
ISSN: 0956-4233

Keywords

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Article
Publication date: 1 February 2018

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 and Jie J. Zhang

The purpose of this paper is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by…

6021

Abstract

Purpose

The purpose of this paper is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel. By offering a good number of such research questions, this paper provides a broad range of ideas to spur conceptual and empirical research related to service operations and encourage the continued creation of deep knowledge within the field, as well as collaborative research across disciplines that develops and incorporates insights from service operations.

Design/methodology/approach

Based on a Delphi study, described in the companion article, “Service Operations: What Have We Learned?,” the panel identified eight key research themes in service operations where leading-edge research is being done or has yet to be done (Victorino et al., 2018). In this paper, three or four topics within each theme are selected and multiple questions for each topic are proposed to guide research efforts. The topics and questions, while wide-ranging, are only representative of the many ongoing research opportunities related to service operations.

Findings

The field of service operations has many interesting research topics and questions that are largely unexplored. Furthermore, these research areas are not only increasingly integrative across multiple themes within operations but often transcend functional disciplines. This creates opportunities for ever more impactful research with a greater reach throughout the service system and suggests that service researchers, regardless of functional affiliation, can contribute to the ongoing conversation on the role of service operations in value creation.

Originality/value

Leveraging the collective knowledge of the JOSM Service Operations Expert Research Panel to expand on the research themes generated from the Delphi study, novel questions for future study are put forward. Recognizing that the number of potential research questions is virtually unlimited, summary questions by theme and topic are also provided. These questions represent a synopsis of the individual questions and can serve as a quick reference guide for researchers interested in pursuing new directions in conceptual and empirical research in service operations. This summary also serves as a framework to facilitate the formulation of additional research topics and questions.

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Article
Publication date: 5 January 2018

Liana Victorino, Joy M. Field, Ryan W. Buell, Michael J. Dixon, Susan Meyer Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda V. Roth, Enrico Secchi and Jie J. Zhang

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…

3508

Abstract

Purpose

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.

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