Service Operations

Service operations is the operational management of organizational processes that create and deliver intangible services to customers through simultaneous production and consumption involving customer co-production and participation.

6.1K

Publications

436.9K

Citations

12K

Authors

2.9K

Institutions

Publications per year

2017–2026

1.1K

Parents

Operations Management

Children

Appointment SystemsBack Office OperationsBanking Service OperationsCall Center OperationsCapacity ManagementCustomer Experience ManagementFinancial Service OperationsFront Office OperationsHealth Care OperationsHospitality Operations

Publications

6.1K

A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 17.2K citations

Management, Marketing, Quality Management +16

A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 10K citations

Management, Marketing, Quality Management +16

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 4.2K citations

Management, Hospitality Management, Organizational Behavior +15

Delivering quality service: balancing customer perceptions and expectations

Choice Reviews Online · 1990 · 3.9K citations

Management, Marketing, Quality Management +17

Putting the Service-Profit Chain to Work

James L. Heskett, Thomas O. Jones, Gary W. Loveman et al. · Harvard business review · 1994 · 3.6K citations

Management, Strategic Management, Service Operations +10

1–5 of 6.1K

Authors

12K

WW
Ward Whitt
AT&T (United States), United States
31 publications · 3.2K citations
28
h-index
BE
Bo Edvardsson
Karlstad University, Sweden
28 publications · 3.9K citations
23
h-index
RB
Richard B. Chase
University of Southern California, United States
23 publications · 2.9K citations
19
h-index
DE
David E. Bowen
Arizona State University, United States
19 publications · 5.6K citations
18
h-index
RB
Robert B. Johnston
University of Warwick, United Kingdom
20 publications · 2.6K citations
18
h-index

1–5 of 12K

Institutions

2.9K

1–8 of 2.9K

Venues

International Journal of Service Industry Management
99 publications · 14.3K citations
66
h-index
Journal of Service Research
JSR · 79 publications · 15.8K citations
54
h-index
International Journal of Operations & Production Management
IJOPM · 92 publications · 8.3K citations
50
h-index
Journal of Services Marketing
90 publications · 11.2K citations
50
h-index
Managing Service Quality
MSQ · 90 publications · 7.3K citations
49
h-index

1–5

See also Service Operations
Core Processes	Queueing Systems Capacity Management Incident Management Capacity Allocation Resource Reallocation Problem Management Demand Planning Task Scheduling Queueing Models
Capacity Management	Queueing Systems Capacity Planning Robotic Process Automation Yield Management Demand Smoothing Reservation Systems Demand Forecasting Intelligent Process Automation Neural Networks Predictive Analytics
Performance Metrics	Customer Satisfaction Service Quality Productivity Server Utilization Queue Length Estimation Service-level Compliance Mean Response Time
Customer Participation	Co-production Service Encounter Line Of Visibility Multichannel Service Communication Interactive Learning Environments
Technology Enablement	Customer Relationship Management It Service Management Big Data Analytics Robotic Process Automation Workflow Automation Performance Analytics Workflow Orchestration Intelligent Process Automation