메뉴 건너뛰기




Volumn 8, Issue 3, 1999, Pages 339-355

How professors of operations management view service operations?

Author keywords

Academic view; Service assumptions; Service characteristics; Service operations management

Indexed keywords


EID: 0005373582     PISSN: 10591478     EISSN: None     Source Type: Journal    
DOI: 10.1111/j.1937-5956.1999.tb00312.x     Document Type: Article
Times cited : (100)

References (46)
  • 1
    • 0040004377 scopus 로고
    • Measuring the performance of industrial salespersons
    • BEHRMAN, D. N. AND W. D. PERREAULT (1982), "Measuring the Performance of Industrial Salespersons," Journal of Business Research, 10, 3, 355-370.
    • (1982) Journal of Business Research , vol.10 , Issue.3 , pp. 355-370
    • Behrman, D.N.1    Perreault, W.D.2
  • 2
    • 0002711824 scopus 로고
    • Service breakdown: The road to recovery
    • BELL, C. R. AND R. E. ZEMKE (1987), "Service Breakdown: The Road to Recovery," Management Review, 76, 10, 32-35.
    • (1987) Management Review , vol.76 , Issue.10 , pp. 32-35
    • Bell, C.R.1    Zemke, R.E.2
  • 4
    • 38249000206 scopus 로고
    • A framework for analyzing the quality of the customer interface
    • BITRAN, G. R. AND M. LOJO (1993), "A Framework for Analyzing the Quality of the Customer Interface," European Management Journal, 11, 4, 385-396.
    • (1993) European Management Journal , vol.11 , Issue.4 , pp. 385-396
    • Bitran, G.R.1    Lojo, M.2
  • 5
    • 0001840450 scopus 로고
    • Boundary-spanning-role employees and the service encounter: Some guidelines for management and research
    • J. A. Czepiel, M. R. Solomon, and C. F. Surprenant (eds.), Lexington Books, Lexington, MA
    • BOWEN, D. E. AND B. SCHNEIDER (1985), "Boundary-Spanning-Role Employees and the Service Encounter: Some Guidelines for Management and Research," in The Service Encounter, J. A. Czepiel, M. R. Solomon, and C. F. Surprenant (eds.), Lexington Books, Lexington, MA, 127-147.
    • (1985) The Service Encounter , pp. 127-147
    • Bowen, D.E.1    Schneider, B.2
  • 6
    • 0040364778 scopus 로고
    • Performance rating for service jobs
    • BROWN, R. A. AND W. F. SOWDER (1979), "Performance Rating for Service Jobs," AIIE Transactions, 11, 2, 121-128.
    • (1979) AIIE Transactions , vol.11 , Issue.2 , pp. 121-128
    • Brown, R.A.1    Sowder, W.F.2
  • 7
    • 0018040238 scopus 로고
    • Where does the customer fit in a service operation?
    • CHASE, R. B. (1978), "Where Does the Customer Fit in a Service Operation?" Harvard Business Review, 56, 6, 137-142.
    • (1978) Harvard Business Review , vol.56 , Issue.6 , pp. 137-142
    • Chase, R.B.1
  • 8
    • 0019590893 scopus 로고
    • The customer contact approach to services: Theoretical bases and practical extensions
    • _ (1981), "The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions," Operations Research, 29, 4, 698-706.
    • (1981) Operations Research , vol.29 , Issue.4 , pp. 698-706
  • 9
    • 0009806461 scopus 로고    scopus 로고
    • The mall is my factory: Reflections of a service junkie
    • _ (1996), "The Mall is My Factory: Reflections of a Service Junkie," Production and Operations Management, 5, 4, 298-308.
    • (1996) Production and Operations Management , vol.5 , Issue.4 , pp. 298-308
  • 10
    • 0039772721 scopus 로고    scopus 로고
    • Survey Response.
    • _ (1997), Survey Response.
    • (1997)
  • 11
    • 0020824581 scopus 로고
    • A customer contact model for organizational design
    • _ AND D. A. TANSIK (1983), "A Customer Contact Model for Organizational Design," Management Science, 29, 99, 1037-1050.
    • (1983) Management Science , vol.29 , Issue.99 , pp. 1037-1050
    • Tansik, D.A.1
  • 13
    • 84985803960 scopus 로고
    • Applications and implementation: Designing high-contact service systems: Application to branches of a savings and loan
    • _, G. B. NORTHCRAFT, AND G. WOLF (1984), "Applications and Implementation: Designing High-Contact Service Systems: Application to Branches of a Savings and Loan," Decision Sciences, 15, 4, 542-556.
    • (1984) Decision Sciences , vol.15 , Issue.4 , pp. 542-556
    • Northcraft, G.B.1    Wolf, G.2
  • 14
    • 0020970119 scopus 로고
    • The service sector revolution: The automation of services
    • COLLIER, D. A. (1983), "The Service Sector Revolution: The Automation of Services," Long Range Planning, 16, 6, 10-20.
    • (1983) Long Range Planning , vol.16 , Issue.6 , pp. 10-20
    • Collier, D.A.1
  • 15
    • 0031313829 scopus 로고    scopus 로고
    • The role of automation and labor in determining customer satisfaction in a telephone repair service process
    • _ AND D. D. WILSON (1997), "The role of automation and labor in determining customer satisfaction in a telephone repair service process," Decision Sciences, 28, 3, 689-708.
    • (1997) Decision Sciences , vol.28 , Issue.3 , pp. 689-708
    • Wilson, D.D.1
  • 17
    • 0040958980 scopus 로고    scopus 로고
    • Personal Correspondence
    • FITZSIMMONS, J. A. (1997), Personal Correspondence.
    • (1997)
    • Fitzsimmons, J.A.1
  • 22
    • 0029489733 scopus 로고
    • A framework for strategic service management
    • KELLOGG, D. L. AND NIE, W. (1995), "A Framework for Strategic Service Management," Journal of Operations Management, 13, 4, 323-337.
    • (1995) Journal of Operations Management , vol.13 , Issue.4 , pp. 323-337
    • Kellogg, D.L.1    Nie, W.2
  • 23
    • 38249005628 scopus 로고
    • Yield management: A tool for capacity-constrained service firms
    • KIMES, S. E. (1989), "Yield Management: A Tool for Capacity-Constrained Service Firms," Journal of Operations Management, 8, 4, 348-363.
    • (1989) Journal of Operations Management , vol.8 , Issue.4 , pp. 348-363
    • Kimes, S.E.1
  • 24
    • 0040436889 scopus 로고
    • Quality epiphenomenon: The conceptual understanding of quality in face-to-face service encounters
    • J. A. Czepiel, M. R. Solomon, and C. F. Surprenant (eds.), Lexington Books, Lexington, MA
    • KLAUS, P. G. (1985), "Quality Epiphenomenon: The Conceptual Understanding of Quality in Face-to-Face Service Encounters," in The Service Encounter, J. A. Czepiel, M. R. Solomon, and C. F. Surprenant (eds.), Lexington Books, Lexington, MA, 127-147.
    • (1985) The Service Encounter , pp. 127-147
    • Klaus, P.G.1
  • 26
    • 0001788209 scopus 로고
    • Seeking synergy in service operations: Seven things marketers need to know about service operations
    • LOVELOCK, C. (1992), "Seeking Synergy in Service Operations: Seven Things Marketers Need to Know about Service Operations," European Management Journal, 10, 1, 22-29.
    • (1992) European Management Journal , vol.10 , Issue.1 , pp. 22-29
    • Lovelock, C.1
  • 27
    • 0030622113 scopus 로고    scopus 로고
    • How fidelity invests in service professionals
    • MCCOLGAN, E. A. (1997), "How Fidelity Invests in Service Professionals," Harvard Business Review, 75, 1, 137-143.
    • (1997) Harvard Business Review , vol.75 , Issue.1 , pp. 137-143
    • McColgan, E.A.1
  • 29
    • 0002854325 scopus 로고
    • Perspectives on the technology of service operations
    • MILLS, P. K. AND D. J. MOBERG (1982), "Perspectives on the Technology of Service Operations," Academy of Management Review, 7, 3, 467-478.
    • (1982) Academy of Management Review , vol.7 , Issue.3 , pp. 467-478
    • Mills, P.K.1    Moberg, D.J.2
  • 30
    • 0001038757 scopus 로고
    • Clients as "partial" employees of service organizations: Role development in client participation
    • _ AND J. H. MORRIS (1986), "Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation," Academy of Management Review, 11, 4, 726-735.
    • (1986) Academy of Management Review , vol.11 , Issue.4 , pp. 726-735
    • Morris, J.H.1
  • 31
    • 0001062548 scopus 로고
    • Assessing measurement error in key informant reports: A methodological note on organizational analysis in marketing
    • PHILLIPS, L. W. (1981), "Assessing Measurement Error in Key Informant Reports: A Methodological Note on Organizational Analysis in Marketing," Journal of Marketing Research, 18, 4, 2395-2415.
    • (1981) Journal of Marketing Research , vol.18 , Issue.4 , pp. 2395-2415
    • Phillips, L.W.1
  • 33
    • 0005423911 scopus 로고
    • Performance dimensions in services: An empirical investigation of strategic performance
    • ROTH, A. V. (1993), "Performance Dimensions in Services: An Empirical Investigation of Strategic Performance," Advances in Services Marketing and Management, 2, 1-47.
    • (1993) Advances in Services Marketing and Management , vol.2 , pp. 1-47
    • Roth, A.V.1
  • 34
    • 0040364775 scopus 로고    scopus 로고
    • On-line Posting Newsgroup SOMA.byu.edu. Oct. 1, 1997
    • SAMPSON, S. (1997), "October Newsletter" On-line Posting. Newsgroup SOMA.byu.edu. Oct. 1, 1997.
    • (1997) October Newsletter
    • Sampson, S.1
  • 35
    • 0022684171 scopus 로고
    • How can service businesses survive and prosper?
    • SCHMENNER, R. W. (1986), "How Can Service Businesses Survive and Prosper?" Sloan Management Review, 27, 3, 21-32.
    • (1986) Sloan Management Review , vol.27 , Issue.3 , pp. 21-32
    • Schmenner, R.W.1
  • 40
    • 0000655746 scopus 로고
    • Strategy is different in service businesses
    • THOMAS, D. R. E. (1978), "Strategy is Different in Service Businesses," Harvard Business Review, 56, 4, 158-165.
    • (1978) Harvard Business Review , vol.56 , Issue.4 , pp. 158-165
    • Thomas, D.R.E.1
  • 42
    • 3543088701 scopus 로고
    • A taxonomy for service processes and its implications for system design
    • WEMMERLÖV, U. (1990), "A Taxonomy for Service Processes and Its Implications for System Design," International Journal of Service Industry Management, 1, 3, 20-29.
    • (1990) International Journal of Service Industry Management , vol.1 , Issue.3 , pp. 20-29
    • Wemmerlöv, U.1
  • 43
    • 84965441396 scopus 로고
    • New tools for achieving service quality
    • WYCKOFF, D. D. (1984), "New Tools for Achieving Service Quality," The Cornell H. R. A. Quarterly, 25, 3, 78-91.
    • (1984) The Cornell H. R. A. Quarterly , vol.25 , Issue.3 , pp. 78-91
    • Wyckoff, D.D.1
  • 44
    • 0031070695 scopus 로고    scopus 로고
    • The relationship between service customers' quality assurance behaviors, satisfaction, and effort: A cost of quality perspective
    • YOUNGDAHL, W. E. AND KELLOGG, D. L. (1997), "The Relationship Between Service Customers' Quality Assurance Behaviors, Satisfaction, and Effort: A Cost of Quality Perspective," Journal of Operations Management, 15, 1, 19-32.
    • (1997) Journal of Operations Management , vol.15 , Issue.1 , pp. 19-32
    • Youngdahl, W.E.1    Kellogg, D.L.2
  • 46
    • 0002344732 scopus 로고
    • Problems and strategies in service marketing
    • _, A. PARASURAMAN, AND L. L. BERRY (1985), "Problems and Strategies in Service Marketing," Journal of Marketing, 49, 2, 33-46.
    • (1985) Journal of Marketing , vol.49 , Issue.2 , pp. 33-46
    • Parasuraman, A.1    Berry, L.L.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.