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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…

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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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Article
Publication date: 6 September 2011

Craig Henry

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Strategy & Leadership, vol. 39 no. 5
Type: Research Article
ISSN: 1087-8572

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Book part
Publication date: 23 July 2015

Abstract

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Tourism Research Frontiers: Beyond the Boundaries of Knowledge
Type: Book
ISBN: 978-1-78350-993-5

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Book part
Publication date: 1 August 2022

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Changing the Conventional University Classroom
Type: Book
ISBN: 978-1-80043-261-1

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The Business of Choice: How Human Instinct Influences Everyone’s Decisions
Type: Book
ISBN: 978-1-83982-071-7

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Article
Publication date: 1 June 2002

Barrie O. Pettman and Richard Dobbins

This issue is a selected bibliography covering the subject of leadership.

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Abstract

This issue is a selected bibliography covering the subject of leadership.

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Equal Opportunities International, vol. 21 no. 4/5/6
Type: Research Article
ISSN: 0261-0159

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Book part
Publication date: 22 May 2017

Melissa K. Van Dyke

Often overlooked in discussions related to how to ensure accessible and affordable high-quality early childhood education is the heavy burden that has been carried by the early…

Abstract

Often overlooked in discussions related to how to ensure accessible and affordable high-quality early childhood education is the heavy burden that has been carried by the early childhood workforce; the data reveal a level of exploitation of this workforce that must be considered and addressed. This chapter will focus attention on the economic realities of the early childhood workforce as a key element to achieve equitable access to affordable high-quality early childhood services.

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African American Children in Early Childhood Education
Type: Book
ISBN: 978-1-78714-258-9

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Book part
Publication date: 1 August 2022

Pen Lister

This chapter examines the teaching practice of the author in the Faculty of Education, University of Malta, taking sessions in smart learning as part of technology-enhanced

Abstract

This chapter examines the teaching practice of the author in the Faculty of Education, University of Malta, taking sessions in smart learning as part of technology-enhanced learning (TEL) study units in Bachelors of Education and Masters in Teaching and Learning degree programs between 2017 and 2019. My teaching sessions ran concurrent with undertaking separate doctoral research investigating how participants experience “smart learning journeys.” Smart learning journeys in the research were conceptualized as real-world journeys, with geo-spatially relevant points of interest forming a journey of locations related to a topic of learning, providing context-aware content via digital interactions. Research was not connected to teaching practice, though students who took TEL units also participated in the same smart learning journey activity as part of their syllabus.

Though teaching sessions were not part of my research, my classroom practice modified as a result of emerging research findings, and my teaching benefited as I gained deeper understanding about smart learning activities and the role of the learner in them. Using dialogic learning methods and techniques inspired from my research interview methodology, class sessions became noticeably more effective as students engaged directly in discovering their own learning from having participated in the smart learning journey.

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Changing the Conventional University Classroom
Type: Book
ISBN: 978-1-80043-261-1

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Article
Publication date: 19 October 2012

Charles R. Gowen, Kathleen L. McFadden and Sriranjita Settaluri

Rapidly rising healthcare costs, partially due to preventable medical errors, have led hospitals to redouble their process improvement (PI) efforts. The purpose of this paper is…

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Abstract

Purpose

Rapidly rising healthcare costs, partially due to preventable medical errors, have led hospitals to redouble their process improvement (PI) efforts. The purpose of this paper is to examine how PI initiatives mediate the effect of medical error sources to enhance three hospital outcomes (patient safety, operational effectiveness, and competitiveness).

Design/methodology/approach

Drawing from Dynamic Capabilities Theory, the authors develop a framework to explore three PI initiatives: Continuous Quality Improvement (CQI), Six Sigma Initiatives (SSI), and Lean Management Initiatives (LMI). Hierarchical regression analysis is employed to test the proposed model, using data from a nationwide survey of 210 US hospitals.

Findings

For enhancing patient safety outcomes, it was found that CQI and LMI were significant in mediating hospital error sources; however, SSI was not significant after accounting for the other two PI types. For improving organizational effectiveness, CQI and SSI were significant; whereas LMI was not significant over and above the other two PI types. Finally, only SSI was significant for superior sustainable competitive advantage.

Research limitations/implications

The paper provides insight into which PI initiatives were most effective for various hospital outcomes. The findings can benefit healthcare practitioners as they select among different PI programs for enhancing healthcare results. Limitations of the study include the use of perceptual measures, relatively small sample size, and potential alternate relationships relevant to the outcome variables.

Originality/value

This is the first study to explore the mediating effects of three PI programs for the impact of medical errors on each of three hospital outcomes.

Details

American Journal of Business, vol. 27 no. 2
Type: Research Article
ISSN: 1935-519X

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