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Research opportunities in service process design

✍ Scribed by Arthur V Hill; David A Collier; Craig M Froehle; John C Goodale; Richard D Metters; Rohit Verma

Publisher
Elsevier Science
Year
2002
Tongue
English
Weight
107 KB
Volume
20
Category
Article
ISSN
0272-6963

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✦ Synopsis

Abstract

This paper presents an overview of the new issues and research opportunities related to four service operations design topicsβ€”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.

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