Skip to main content
Article
Research Opportunities in Service Process Design
Articles and Chapters
  • Arthur V Hill, University of Minnesota
  • David A Collier, Ohio State University
  • Craig M Froehle, University of Cincinnati
  • John C Goodale, Ball State University
  • Richard D Metters, Emory University
  • Rohit Verma, Cornell University
Publication Date
4-1-2002
Abstract

This paper presents an overview of the new issues and research opportunities related to four service operations design topics—the design of retail and e-tail service processes, design of service processes involving waiting lines and workforce staffing, service design for manufacturing, and re-engineering service processes. All four topics are motivated by new technologies (particularly web-based technologies) and require a multi-disciplinary approach to research. For each topic, the paper presents an overview of the topic, the relevant frameworks, and a discussion of the research opportunities.

Comments

Required Publisher Statement
© Elsevier. DOI:10.1016/S0272-6963(01)00092-4. Final version published as: Hill, A. V., Collier, D. A., Froehle, C. M., Goodale, J. C., Metters, R. D., & Verma, R. (2002). Research opportunities in service process design. Journal of Operations Management, 20(2), 189-202. Reprinted with permission. All rights reserved.

Citation Information

Hill, A. V., Collier, D. A., Froehle, C. M., Goodale, J. C., Metters, R. D., & Verma, R. (2002). Research opportunities in service process design[Electronic version]. Retrieved [insert date], from Cornell University, School of Hotel Administration site: http://scholarship.sha.cornell.edu/articles/551