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dc.contributor.authorHill, Arthur V.
dc.contributor.authorCollier, David A.
dc.contributor.authorFroehle, Craig M.
dc.contributor.authorGoodale, John C.
dc.contributor.authorMetters, Richard D.
dc.contributor.authorVerma, Rohit
dc.description.abstractThis 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.
dc.rightsRequired 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.
dc.subjectservice operation design
dc.subjectweb-based technologies
dc.titleResearch Opportunities in Service Process Design
dc.description.legacydownloadsVerma53_Research_Opportunities_in_service_process_design.pdf: 2020 downloads, before Aug. 1, 2020.
local.authorAffiliationHill, Arthur V.: University of Minnesota
local.authorAffiliationCollier, David A.: Ohio State University
local.authorAffiliationFroehle, Craig M.: University of Cincinnati
local.authorAffiliationGoodale, John C.: Ball State University
local.authorAffiliationMetters, Richard D.: Emory University
local.authorAffiliationVerma, Rohit: Cornell University

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