scholarly journals Service operations: what’s next?

2018 ◽  
Vol 29 (1) ◽  
pp. 55-97 ◽  
Author(s):  
Joy M. Field ◽  
Liana Victorino ◽  
Ryan W. Buell ◽  
Michael J. Dixon ◽  
Susan Meyer Goldstein ◽  
...  
Keyword(s):  
Empirical Research ◽  
Delphi Study ◽  
Service Management ◽  
Leading Edge ◽  
Service Operations ◽  
Research Topics ◽  
Ongoing Research ◽  
Content Type ◽  
Research Themes ◽  
Research Questions

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.

scholarly journals Service operations: what have we learned?

2018 ◽  
Vol 29 (1) ◽  
pp. 39-54 ◽  
Author(s):  
Liana Victorino ◽  
Joy M. Field ◽  
Ryan W. Buell ◽  
Michael J. Dixon ◽  
Susan Meyer Goldstein ◽  
...  
Keyword(s):  
Literature Review ◽  
Delphi Study ◽  
Service Management ◽  
Empirical Work ◽  
Leading Edge ◽  
Service Operations ◽  
Future Research ◽  
Content Type ◽  
Research Themes ◽  
Traditional Manufacturing

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.

scholarly journals The Delphi method: methodological issues arising from a study examining factors influencing the publication or non-publication of mental health nursing research

2016 ◽  
Vol 21 (2) ◽  
pp. 85-94 ◽  
Author(s):  
Tracy Flanagan ◽  
Russell Ashmore ◽  
David Banks ◽  
Doug MacInnes
Keyword(s):  
Mental Health ◽  
Delphi Method ◽  
Delphi Study ◽  
Methodological Issues ◽  
Mental Health Nursing ◽  
Content Type ◽  
Specific Research ◽  
Factors Influencing ◽  
Research Questions ◽  
Health Nursing

Purpose – The purpose of this paper is to describe how the classic Delphi method can be adapted and structured to ensure that specific research questions are clearly addressed. Design/methodology/approach – As part of a larger mixed method project, a modified Delphi study was undertaken to explore factors influencing publication and non-publication of mental health nursing research. Findings – This paper reports brief findings from the Delphi study. However, its main focus is the methodological issues arising from the Delphi method. Research limitations/implications – The paper argues that the classic Delphi method can be adapted and structured to ensure that specific research questions are able to be clearly answered. The adaptations are pragmatic in approach and in keeping with the general principles underpinning the Delphi method, while successfully addressing the problems of attrition and previous criticism of homogenous panels. Originality/value – This paper offers some practical solutions to issue arising from undertaking research using the Delphi method.

A scientometric review of construction progress monitoring studies

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tirth Patel ◽  
Brian H.W. Guo ◽  
Yang Zou
Keyword(s):  
Progress Monitoring ◽  
Current Knowledge ◽  
Future Research ◽  
Research Topics ◽  
Knowledge Domain ◽  
Content Type ◽  
Main Research ◽  
Research Themes ◽  
Construction Progress Monitoring ◽  
Research Domain

PurposeThis article aims to explore valuable insights into the construction progress monitoring (CPM) research domain, which include main research topics, knowledge gaps and future research themes. For a long time, CPM has been significantly researched with increasing enthusiasm. Although a few review studies have been carried out, there is non-existence of a quantitative review study that can deliver a holistic picture of CPM.Design/methodology/approachThe science mapping-based scientometric analysis was systematically processed with 1,835 CPM-related journal articles retrieved from Scopus. The co-authorship analysis and direct citation analysis were carried out to identify the most influential researchers, countries and publishers of the knowledge domain. The co-occurrence analysis of keyword was assessed to reveal the most dominating research topics and research trend with the visual representation of the considered research domain.FindingsThis study reveals seven clusters of main research topics from the keyword co-occurrence analysis. The evolution of research confirms that CPM-related research studies were mainly focused on fundamental and traditional CPM research topics before 2007. The period between 2007 and 2020 has seen a shift of research efforts towards digitalization and automation. The result suggests Building Information Modelling (BIM) as the most common, growing and influential research topic in the CPM research domain. It has been used in combination with different data acquisition technologies (e.g. photogrammetry, videogrammetry, laser scanning, Internet of Things (IoT) sensors) and data analytics approaches (e.g. machine learning and computer vision).Practical implicationsThis study provides the horizon of potential research in the research domain of CPM to researchers, policymakers and practitioners by availing of main research themes, current knowledge gaps and future research directions.Originality/valueThis paper represents the first scientometric study depicting the state-of-the-art of the research by assessing the current knowledge domain of CPM.

Gaps and progress in our knowledge of learning organizations

2016 ◽  
Vol 23 (6) ◽  
pp. 444-457 ◽  
Author(s):  
Francis D. Tuggle
Keyword(s):  
Organizational Development ◽  
Learning Organization ◽  
Learning Organizations ◽  
Meta Analysis ◽  
Significant Shift ◽  
Content Type ◽  
Research Themes ◽  
Research Questions ◽  
Conceptual Study

Purpose This study aims to review previously published issues of The Learning Organization (TLO) to assess what progress has been made since the journal started in terms of what is known about learning organizations. The author also aims to identify important gaps in what is still to be discovered about organizations that learn, partly to single out promising areas to be investigated. Design/methodology/approach The author reviews all the previously published articles in the first 20 volumes printed and reviews each issue in each volume. The author classifies the methodology undertaken by each published article as being one of the following: a conceptual study, a case study or the analysis of other data. Keywords are assessed to get insights into the shifts in research themes pursued over the years. Findings There has been a substantial increase in the number of published papers over time. The number and percentage of articles that are conceptual in nature has declined somewhat over the years. The number and percentage of articles that involve case studies has increased over the years. The number and percentage of articles that involve analyzing data has increased significantly over the years. There has been a significant shift in research focus away from topics such as management and organizational development to topics such as knowledge management and social networks. Three major areas of gaps in our knowledge of learning organizations are identified: what it means to be a learning organization, how effective are learning organizations and what contextual factors influence learning organizations. Research limitations/implications Although other journals occasionally publish research on learning organizations, attention in this paper is solely focused upon TLO. Practical implications Addressing some of the research questions identified should provide insights that will assist practicing managers. Originality/value Although not a meta analysis of this journal’s research, the author presents a “thematic analysis” of research published in this journal, and the results and insights should prove interesting and useful to scholars in the field seeking rich areas to study.

Productivity, quality and relationship marketing in service operations

2014 ◽  
Vol 26 (5) ◽  
pp. 656-662 ◽  
Author(s):  
Evert Gummesson
Keyword(s):  
Relationship Marketing ◽  
Critical Review ◽  
Design Methodology ◽  
Service Management ◽  
Service Operations ◽  
Close Attention ◽  
Content Type ◽  
Service Logic ◽  
Open Code

Purpose – This article aims to look at the evolution of service management and marketing through three paradigms, the latest prescribing a new logic of service, to comment on a previously published article (Gummesson, 1998) on productivity, quality and relationship marketing in service operations. Design/methodology/approach – The article takes the form of a critical review on productivity, quality and relationship marketing in service operations. Findings – The article suggests that practitioners and scholars in the hospitality field should pay close attention to the new logic of service. Research limitations/implications – The analysis of the 1998 article shows that many of the essential issues are still valid but others need to be amended or dropped. When the original article is cited, it is imperative that researchers consider this. Originality/value – This article shows that the new service logic, Paradigm 3, offers a synthesis of the best of earlier research and discards what is no longer or never was viable. It is a new theory on a higher level but it has an open code and keeps developing. Scholars in the hospitality field are invited to make contributions.

Towards a shared understanding of the service experience – a hospitality stakeholder approach

2019 ◽  
Vol 30 (3) ◽  
pp. 410-428 ◽  
Author(s):  
Ceridwyn King ◽  
Enrique Murillo ◽  
Wei Wei ◽  
Juan Madera ◽  
Michael J. Tews ◽  
...  
Keyword(s):  
Competitive Advantage ◽  
Service Management ◽  
Systems Approach ◽  
Shared Understanding ◽  
Sustainable Competitive Advantage ◽  
Service Experience ◽  
Content Type ◽  
Road Map ◽  
Novel Approach ◽  
Research Questions

Purpose The purpose of this paper is to start a conversation on achieving a shared understanding among hospitality service co-creation participants. Adopting a stakeholder and service eco-systems approach, attention is drawn to the necessity for all service experience participants to have a shared understanding of the service experience and their role within it, for a sustained competitive advantage to be realized. Informed by community of practice (CoP) thinking, a road map of research questions is advanced encouraging insight into a macro level phenomenon that, traditionally, is only ever considered at the micro service encounter level. Design/methodology/approach A thorough multidisciplinary review of the literature was undertaken, providing an opportunity to present a viewpoint on the strategic implications of providing a sustainable competitive advantage via the hospitality service experience. Findings To achieve a shared understanding across the Hospitality Service Experience Eco-System, potential tensions among stakeholders are highlighted. Accounting for such barriers, institutional arrangements, combining organizational CoPs that are bridged by designated boundary objects, is advanced. Given the novel approach of applying a traditionally organizational phenomenon at a macro multi-stakeholder level, several research questions are proposed to inform thinking about this neglected perspective. Originality/value Acknowledging the innovation, agility and resources required to maintain a competitive service experience, the paper emphasizes the importance of adopting a macro perspective to effective service management. The hope is to stimulate academic interest to inform understanding as to how to build this capability as well as enhance practitioner interest in promoting stakeholders’ CoP for the benefit of the entire Hospitality Service Experience Eco-System.

Emerging implications of online retailing for real estate

2015 ◽  
Vol 17 (3) ◽  
pp. 226-239 ◽  
Author(s):  
Colin Jones ◽  
Nicola Livingstone
Keyword(s):  
Real Estate ◽  
Case Studies ◽  
Central Element ◽  
Leading Edge ◽  
The Internet ◽  
Online Retailing ◽  
Ongoing Research ◽  
Content Type ◽  
Online Sales ◽  
Corporate Real Estate

Purpose – This paper aims to initially explore the effects of online retailing on corporate real estate strategies today, examining current trends and the approaches of leading edge retailers in this evolving marketplace. The UK has the greatest proportion of online sales worldwide. Design/methodology/approach – Context is provided through existing literature, and the methodology considers specific case studies. Information from financial reports, websites and evidence directly from retailers is derived to examine selected sectoral responses (food shopping, fashion retailing and department stores) to online shopping. The research considers the interface between the virtual and physical retail landscapes. Findings – The Internet is undeniably driving change, and large retailers have responded by embracing multi-channel sales strategies in which the adapted physical store remains a central element. Research limitations/implications – The case studies are arguably limited in their market assessment by examining only large retailers, but it is these retailers who occupy much of the real estate space in shopping centres. Data on Internet sales and retail space of individual retailers are not publicly available. This paper offers a qualitative introduction into ongoing research on the evolution of Internet retailing today. Practical implications – For large retailers, a multi-channel corporate sales strategy is enhanced by physical stores that can act as showrooms and collection points and enhance consumer service. Multiple retailers have a competitive advantage in the form of store networks and a recognisable brand that they can exploit to capture the sales opportunities the Internet offers. Originality/value – The paper is the first to collate and analyse corporate real estate strategic responses to online retailing.

scholarly journals Twenty-seven years of service research: a literature review and research agenda

2020 ◽  
Vol 34 (3) ◽  
pp. 299-316 ◽  
Author(s):  
Olivier Furrer ◽  
Jie Yu Kerguignas ◽  
Cécile Delcourt ◽  
Dwayne D. Gremler
Keyword(s):  
Organizational Behavior ◽  
Service Sector ◽  
Multiple Correspondence Analysis ◽  
Customer Behavior ◽  
Service Research ◽  
Content Type ◽  
The Past ◽  
Body Of Knowledge ◽  
Research Themes ◽  
Research Questions

Purpose The growing service sector has experienced several revolutions that have transformed the way services are created and delivered. In parallel, services increasingly pique the interest of scholars, resulting in an expanding body of knowledge. Accordingly, it is time to reflect on extant service research, assess its boundaries, and think about its future. This paper aims to consider three research questions: How has service research evolved over the past 27 years? Which articles have most influenced the evolution of service research in the past 27 years? What are the most promising research themes for the future? Design/methodology/approach To answer these questions, the authors analyze the contents of 3,177 service research articles published in ten major academic journals between 1993 and August 2019. Multiple correspondence analysis reveals the evolution of key service research themes and their underlying relationships. Findings The research themes are organized in a growth–share matrix with four quadrants (stars, question marks, cash cows and pets) and also combine into four research clusters (human resource management, organizational behavior and strategy, technology, and operations and customer behavior and marketing). Together with a specified list of influential articles that have shaped the evolution of service research, these insights suggest an agenda for research. Originality/value Acknowledging the vast growth of service research, this study presents an up-to-date picture of the discipline and an agenda to stimulate continued research.

A systematic literature review on integrated reporting from 2011 to 2020

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sushila Soriya ◽  
Parthvi Rastogi
Keyword(s):  
Literature Review ◽  
Empirical Research ◽  
Systematic Literature Review ◽  
Time Distribution ◽  
Design Methodology ◽  
Asian Countries ◽  
Integrated Reporting ◽  
Content Type ◽  
Research Questions ◽  
Practical Implications

Purpose This study aims to furnish the systematic literature review on integrated reporting (IR) and answer three research questions: How has the IR concept been developed recently across the different countries? How can the literature of IR be allocated among different focus areas/themes? What are the future opportunities available for IR? Design/methodology/approach The methodology involves selection, classification and categorization of 110 articles on IR into their focus areas, journals, time distribution, continent-wise distribution, research methodologies and keywords analysis. Findings The findings of the study suggest that there is a need of the following: increasing the case studies and empirical research in developing assurance models, analysis of the perception of shareholders in Asian countries, harmonization of financial and non-financial standards, research on the IR of non-listed companies. Practical implications It provides insights to practitioners regarding the challenges faced by the economies and internal organization. It might help researchers and academics to focus on developments of IR in different countries. It might also help regulators to develop some policies, models and frameworks for its future implementation. Originality/value It furnishes the outline of 110 articles published in eminent journals from the year 2011 to beginning of 2020.

Experience psychology – a proposed new subfield of service management

2014 ◽  
Vol 25 (5) ◽  
pp. 574-577 ◽  
Author(s):  
Richard B. Chase ◽  
Sriram Dasu
Keyword(s):  
Service Management ◽  
Service Operations ◽  
Point Of View ◽  
Service Organizations ◽  
Recent Book ◽  
Experience Economy ◽  
Content Type ◽  
Positive Experiences ◽  
Technical Features ◽  
Practical Implications

Purpose – In their seminal book, The Experience Economy, Pine and Gilmore point out that customers buy experiences and are willing to pay a steep premium for them and hence service organizations should try to make them more fun. The purpose of this paper (and the premise of the recent book) is that services can be redesigned using psychological principles to deliver positive experiences for any kind of service, not just those that lend themselves to fun; by definition, satisfaction with a subconscious aspect of a service cannot be explained by the customer; and the psychological aspects of service interactions have to be approached with the same level of rigor as that are used to design processes that deliver the technical features of the service. Design/methodology/approach – A point 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 – Valuable in a number of areas including healthcare. Originality/value – Presents a new point of view.

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