Service Operations Publications

Publications in Service Operations

Explore the most influential research papers and scholarly works that have shaped Service Operations. Use the concept filter below to focus on a specific sub-area of research.

Service Operations

835

Publications

68.8K

Citations

Showing yearly statistics from 2000-2026.

Page 1

	Year	Citations
Putting the Service-Profit Chain to Work James L. Heskett, Thomas O. Jones, Gary W. Loveman, Harvard business review Customer SatisfactionService-profit ChainService ResearchService OrganizationsServices Management	1994	3.6K
Moving Forward and Making a Difference: Research Priorities for the Science of Service Amy L. Ostrom, Mary Jo Bitner, Stephen Brown, Journal of Service Research OrganizationsService InnovationServices ManagementResearch PrioritiesManagement	2010	1.5K
Service Research Priorities in a Rapidly Changing Context Amy L. Ostrom, A. Parasuraman, David E. Bowen, Journal of Service Research Customer SatisfactionService InnovationDigital MarketingServices ManagementService Infusion	2015	1.4K
Service Blueprinting: A Practical Technique for Service Innovation Mary Jo Bitner, Amy L. Ostrom, Felicia N. Morgan California Management Review Service InnovationSmart ManufacturingPhysical PropertiesService BlueprintingManagement	2008	1.1K
Waiting for Service: The Relationship between Delays and Evaluations of Service Shirley Taylor Journal of Marketing Service ProviderCustomer SatisfactionDelay DurationCustomer ExperienceBehavioral Decision Making	1994	875
Where does the customer fit in a service operation? Chase Rb PubMed Customer SatisfactionService StrategyService ResearchService StudyService Systems	1979	843
Service Positioning through Structural Change G. Lynn Shostack Journal of Marketing Services ManagementLocalizationLocation-based ServiceService ProcessesManagement	1987	832
The service concept: the missing link in service design research? Susan Meyer Goldstein, Robert B. Johnston, JoAnn Duffy, Journal of Operations Management Customer SatisfactionService InnovationServices ManagementSystems DesignManagement	2002	758
Service Management: Strategy and Leadership in Service Businesses. Larry F. Moore, Richard A. Normann Administrative Science Quarterly Customer SatisfactionService InnovationServices ManagementPoses Unique ChallengesManagement	1985	741
The level of service inventory – revised D. A. Andrews, James Bonta, D. J. Andrews Services ManagementService StudyBusinessService ScienceService Inventory –	1995	719
Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting Lia Patrício, Raymond P. Fisk, João Falcão e Cunha, Journal of Service Research Customer SatisfactionServices ManagementBusiness ModelsManagementHospitality Marketing	2011	664
The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions Richard B. Chase Operations Research Customer ExperienceCustomer SatisfactionCustomer Contact ApproachManagementSystems Engineering	1981	607

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