Concepedia

Service Process Management

Service Process Management is a systematic framework within the internal process perspective that designs, implements, monitors, and optimizes service-oriented workflows to enhance organizational performance by ensuring efficiency, quality, and alignment with customer needs.

222

Publications

14.8K

Citations

540

Authors

288

Institutions

Publications per year

2017–2026

50

Parents

Publications

222

Engaged to a Robot? The Role of AI in Service

Ming‐Hui Huang, Roland T. Rust · Journal of Service Research · 2020 · 1K citations · Full text

, , +17

Service Positioning through Structural Change

G. Lynn Shostack · Journal of Marketing · 1987 · 832 citations

, , +16

Key Concepts for New Service Development

Bo Edvardsson, Jan Olsson · Service Industries Journal · 1996 · 782 citations

, , +15

INSIGHTS INTO SERVICE OPERATIONS MANAGEMENT: A RESEARCH AGENDA

Aleda V. Roth, Larry J. Menor · Production and Operations Management · 2003 · 607 citations

, , +11

Towards a Classification of Service Processes

Rhian Silvestro, Robert B. Johnston · International Journal of Service Industry Management · 1992 · 528 citations

, , +15

1–5 of 222

Authors

540

  1. LW
    Lester W. Johnson

    Swinburne University of Technology, Australia

    3 publications · 83 citations

    3

    h-index

  2. KB
    Kathryn Berzins

    Stockholm University, Sweden

    3 publications · 86 citations

    3

    h-index

  3. JB
    John Baker

    University of Manchester, United Kingdom

    3 publications · 86 citations

    3

    h-index

  4. JM
    Jan Mattsson

    Roskilde University, Denmark

    2 publications · 32 citations

    2

    h-index

  5. LS
    Larisa Shwartz

    IBM Research - Thomas J. Watson Research Center, United States

    2 publications · 35 citations

    2

    h-index

1–5 of 540

Institutions

288

  1. University of Warwick

    Coventry, United Kingdom

    4 h-index

    4 publications

    287 citations

  2. Karlstad University

    Karlstad, Sweden

    4 h-index

    6 publications

    889 citations

  3. Cornell University

    Ithaca, United States

    4 h-index

    4 publications

    230 citations

  4. University of Minnesota

    Minneapolis, United States

    4 h-index

    4 publications

    377 citations

  5. Florida State University

    Tallahassee, United States

    4 h-index

    6 publications

    248 citations

  6. Universität Hamburg

    Hamburg, Germany

    4 h-index

    6 publications

    232 citations

  7. Hanken School of Economics

    Helsinki, Finland

    3 h-index

    3 publications

    261 citations

  8. Eindhoven University of Technology

    Eindhoven, The Netherlands

    3 h-index

    3 publications

    434 citations

1–8 of 288

Venues

  1. 8

    h-index

  2. Managing Service Quality

    MSQ · 8 publications · 562 citations

    8

    h-index

  3. Journal of Operations Management

    7 publications · 797 citations

    7

    h-index

  4. Production Planning & Control

    4 publications · 269 citations

    4

    h-index

  5. 4

    h-index

1–5