A Note on the Growth of Research in Service Operations Management

PRODUCTION AND OPERATIONS MANAGEMENT Vol. 16, No. 6, November-December 2007, pp. 780 790 issn 1059-1478 07 1606 780$1. 25 POMS doi 10. 3401/poms. 2007 operation and trading trading trading operations anxiety Society A tick on the appendage of look for in usefulness operations guidance Jeffery S. Smith Kirk R. Karwan Robert E. Mark footingDepartment of Marketing, Florida State University, Rovetta Business Building, T whollyahassee, Florida 32306, the States Department of Business and Accounting, Furman University, 3300 Poinsett Highway, Greenville, bunco gamefederation Carolina 29613, USA concern Science Department, Moore rail of Business, University of South Carolina, 1705 College Street, Columbia, South Carolina 29208, USA email professional personfessionaltected fsu. edu kirk. emailprotected edu emailprotected sc. edu e present an confirmable assessment of the productivity of psyches and institutions in term of value operations forethought (SOM) question.We reviewed ? ve mainstream operations watchfulness journals over a 17-twelvemonth snip period to generate a audition of 463 obliges related to redevelopment operations. The results indicate that SOM look for has been growth and tell apart contributions are being do by an array of questioners and institutions. Key words investigate productivity explore review serving operations Submissions and Acceptance Original submission legitimate November 2005 revisions received July 2006 and October 2007 accepted October 2007 by Aleda Roth. W 1. IntroductionThe transformation of industrialized economies from a manufacturing base to a military assist orientation is a continuing phenomenon. The impulsion is readily apparent in the United States where, by virtually all accounts, over 80% of private sector employment is engaged in some sort of swear out realize (Karmarkar, 2004). Despite this, observers of look into in operations commission (OM) have grand been critical of the ? years for not transitioning in a similar manner. One discover by Pannirselvam et al. (1999) reviewed 1,754 articles mingled with 1992 and 1997 in seven key OM journals and reported only 53 (2. 7%) addressed usefulness-related conundrums.Roth and Menor (2003) also voiced concern about a dearth of rese twisth in presenting a advantage operations direction (SOM) research agenda for the future. Regardless of the exact ? gures, in that position is all the way enormous capability and need for research in the aid operations arena. Recent developments inwardly the discipline are encouraging. For example, Production and operations charge (POM) and the Production and operations trouble Society (POMS) have taken some(prenominal) steps to alleviate research in function operations. First, the journal recently published trine tensioned give ups on 780 assist operations.Second, POMS created a society subdivision, the College of divine service of process trading operations, that has hosted several national and international meetings. Finally, the journal now has an autonomous editorial discussion section dedicated to service operations. Other maidens to promote the service operations care ? eld include the establishment of IBMs serve well Science, attention, and Engineering initiative (Spohrer et al. , 2007) and the Institute for trading operations look and Management Science Section on returns Science. To a large extent, the service operations ? eld has long been considered to occupy a niche deep down operations charge.If service operations precaution researchers are to establish themselves ? rmly within the OM community, it is our contention that their theoretical contributions to lede academic journals must be more than widely recognized and their relevance to practice acknowledged. As a part of the effort to encourage this progress, the spirit of this note is twofold (1) to demonstrate that published work in the key operations journ als is indeed showing an upward trend and (2) to facilitate research of individual scholars by identifying the individuals and institutions that have contributed most to the ? ld of service operations. Smith, Karwan, and Markland harvest-tide of research in Service trading operations Management Production and operations Management 16(6), pp. 780 790, 2007 Production and Operations Management Society 781 2. Methodology and Results Although much more complex mechanisms exist to measure contribution, we relied on a straightforward arise to assess contributions by individuals and institutions. We considered four issues (1) the time frame for the review, (2) the journals to be included, (3) the calculated for productivity, and (4) the means to identify the articles to be included.First, we selected a 17-year time frame start out with 1990 and running through 2006 because we believed that this interval would provide a comprehensive go out of the service operations ? eld as it has developed, as well as an opportunity to detect any overall trends. Next, we limited our assessment to the outlets identi? ed by the University of Texas at Dallas as the premier journals in operations management (see http//citm. utdallas. edu/ utdrankings/).These include 3 journals dedicated to OM, the Journal of Operations Management (JOM), Manufacturing and Service Operations Management (MSOM), and POM, and two multidisciplinary journals, Management Science (MS) and Operations seek (OR). Third, we assessed scholarly productivity by counting the number of research articles referable to both individuals and their academic institutions, assigning a weight of 1/n to an author and his or her institution if an article had duple (n) authors. The ? al issue to determine was what constituted a SOM article. We ? rst eliminated any article or research note that centered on agriculture, mining, or manufacturing. Then, two authors served as independent judges to determine whether an article employed an operations focus while addressing a service-speci? c problem or situation. In cases where in that respect was disTable 1 Year 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 Totals Service % agreement surrounded by the two raters, the tercet author made the ? al end. Consequently, an article was excluded if it developed a generic wine operations ride or involved an operations topic that was discussed in a general way and was applicable in either a manufacturing or a service environment. When an article made speci? c abduce to service contexts and elaborated on them, it was included. To clarify this point, consider the case of an article investigating an record-positioning policy among a manufacturer and a serial generalation of sellers.The article would be included as pertaining to service operations if it took the situation of the retail operation but would be excluded if it took the manufacturing viewpoint. Using this me thodology, we identi? ed 463 apparent service operations articles (see the Appendix for a complete list) and recorded information on the author(s) and author af? liation(s) at the time of publication. The numerical summary of articles is shown in Table 1, with each journals share of service operations articles.Over the 17-year period JOM, MSOM, and POM all exceeded 15% of service articles with respect to the fall number of articles published, with OR and MS publishing somewhat smaller dowerys. Additionally, there is an upward trend in the total number of service articles appear in all ? ve journals, with a marked increase in the preceding(a) 3 years (see Figure 1). With regard to JOM and POM, part of this move is attributable to the publication of special issues, which is a positive development because it demonstrates a heightened focus originating at the editorial level.The total number of individuals appearing in the sample pool was 799. In Table 2, we list 27 individuals Di stribution of Service Operations Publications by Selected Journal and Year JOM 4 1 n/a 2 1 4 3 1 3 3 6 5 8 3 7 11 13 75 15. 4 MS 3 9 5 4 5 12 4 8 11 15 5 7 3 4 11 16 13 135 6. 5 MSOM n/a n/a n/a n/a n/a n/a n/a n/a n/a 0 3 5 3 1 5 5 6 28 16. 8 OR 10 5 10 12 6 8 6 7 10 5 9 5 8 6 11 16 16 cl 10. 1 POM n/a n/a 3 1 2 3 3 2 3 11 2 4 4 14 11 3 9 75 17. 9 Total 17 15 18 19 14 27 16 18 27 34 25 26 26 28 45 51 57 463 Service % 7. 0 6. 7 6. 6 7. 8 5. 9 8. 9 6. 3 7. 0 9. 2 12. 5 9. 0 9. 2 8. 8 10. 7 15. 17. 2 17. 2 10. 0 Note. n/a (not applicable) indicates that no issue was published in the speci? c journal in the target year totals indicate the sum of all service operations articles in the noted year/journal service % indicates the representation of service articles in parity to the total number of articles published. 782 Figure 1 Smith, Karwan, and Markland Growth of research in Service Operations Management Production and Operations Management 16(6), pp. 780 790, 2007 Production and Op erations Management Society Distribution of Service Articles over the investigating Period 70Number of Service Articles 60 50 40 30 20 10 2001 2004 1990 1993 1995 1998 2000 2002 2003 1994 1999 1991 1992 1996 1997 Year who contributed the most articles on SOM in the ? ve journals. We conducted the same outline by institution, and it resulted in 343 organizations appearing in the sample. Columbia University contributed the most articles, with a score of 16. 17. Massachusetts Institute of Technology, the University of Minnesota, and the University of public address musical arrangement followed with productivity scores greater than 12. Table 3 lists the remainder of the 26 most productive institutions.Although clearly dependent upon the journals within the sample, an important conclusion that might Table 2 Name Ward Whitt Gary Thompson Stefanos Zenios Scott Sampson Richard Chase Arnold Barnett Kenneth Boyer Arthur Hill Aleda Roth Robert Shumsky Dimitris Bertsimas Susan Meyer Goldste in Julie Hays Ananth Iyer Andreas Soteriou Cynthia Barnhart Vishal Gaur Deborah Kellogg Larry Jacobs marshall Fisher Francois Soumis William L Cooper Jean Harvey Serguei Netessine Gerard Cachon Kingshuk Sinha Avishai Mandelbaum Individual Author Contributions productiveness score 8. 0 5. 50 3. 33 3. 33 3. 17 2. 90 2. 67 2. 67 2. 67 2. 53 2. 50 2. 50 2. 50 2. 50 2. 50 2. 42 2. 33 2. 25 2. 20 2. 17 2. 03 2. 00 2. 00 2. 00 1. 83 1. 83 1. 83 be drawn from Tables 2 and 3 is that the key contributions in SOM research are diverse and originate from a broad array of authors and institutions. Many of these authors and institutions are known to uprise the ? eld from normative or prescriptive perspectives and others from more semiempirical or descriptive perspectives.In fact, Gupta, Verma, and Victorino (2006) recently noted that much of the growth in service research has come from studies that completely or partially employed empirical research methodologies. This increased emphasis on emp irical studies bodes well for the new and growing ? eld. Table 3 Institution Institutional Contributions Productivity score 16. 17 16. 05 13. 41 12. 17 8. 75 8. 15 6. 75 6. 67 6. 67 6. 17 5. 77 5. 67 5. 67 5. 58 5. 50 5. 42 4. 95 4. 87 4. 75 4. 70 4. 50 4. 50 4. 42 4. 33 4. 33 4. 08Columbia University Massachusetts Institute of Technology University of Minnesota University of Pennsylvania University of Southern California Michigan State University University of Texas at Austin Stanford University Purdue University Cornell University Carnegie Mellon University University of join Carolina at Chapel Hill Georgia Institute of Technology University of doh forward-looking York University Harvard University Northern Illinois University University of Rochester Southern Methodist University Naval Postgraduate School AT&T University of Cyprus University of California at Los Angeles University of Maryland Vanderbilt University University of Michigan 2006 2005Smith, Karwan, and Markland Grow th of Research in Service Operations Management Production and Operations Management 16(6), pp. 780 790, 2007 Production and Operations Management Society 783 3. Concluding Comments A variety of forces appear to be stimulating a longexpected increase in research emphasis on service operations management. Because service organizations and issues increasingly dominate the global economy, a greater emphasis on SOM research seems important and inevitable. With operations management journals and related professional societies simultaneously providing visibility for researchers and their efforts, it is likely that we will move forward toward a clearer and more rugged SOM research paradigm.Acknowledgments We thank the anonymous reviewers and the editorial team for their insightful comments on earlier drafts of this paper. Appendix Journal of Operations Management Davis, 1990, An compend of guest cheer with waiting times in a two-stage servic e do work. Mabert, 1990, mensuration the match of part-time workers in service organizations. Mersha, 1990, Enhancing the customer get to good example. Thompson, 1990, geological fault entry in services when employees have limited availability. Haynes, 1991, Management of engine room in service ? rms. Banker, 1993, co-ordinated system heading and operational decisions for service sector outlets.Thompson, 1993, Accounting for the multi-period invasion of service when determining employee requirements for labor programing. Rajagopalan, 1994, retail stocking decisions with guild and stock sales. Heineke, 1995, strategicalal operations management decisions and professional performance in U. S. HMOs. Karmarkar, 1995, Service foodstuffs and competition. Kellogg, 1995, A framework for strategic service management. Thompson, 1995, wear programing utilize NPV estimates of the marginal bene? t of additional labor depicted object. Archer, 1996, Consumer resolution to serv ice and product flavour. Butler, 1996, The operations management role in infirmary strategic planning. Klassen, 1996, programing outpatient appointments in a dynamic environment.Youngdahl, 1997, The relationship between service customers quality assurance behaviors, satisfaction, and effort. Harvey, 1998, Service quality. Narasimhan, 1998, Reengineering service operations. Soteriou, 1998, Linking the customer contact model to service quality. Simons, 1999, Process practice in a down-sizing service operation. Smith, 1999, The relationship of strategy, ? t, productivity, and business performance in a services setting. Stank, 1999, outlet of service provider performance on satisfaction and loyalty of investment company managers in the fast food industry. Ketzenberg, 2000, Inventory policy for dense retail outlets. Metters, 2000, A typology of de-coupling strategies in rippleed services.Miller, 2000, Service recovery. Sarkis, 2000, An summary of the operational ef? cienc y of major airports in the United States. 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Chatwin, 1998, Multiperiod airline overbooking with a single fare class.Gopalan, 1998, The aircraft maintenance routing problem. Lederer, 1998, Airline network design. Mason, 1998, Integrated simulation, heuristic and optimisation approaches to staff scheduling. Nemhauser, 1998, Scheduling a major college hoops conference. Savelsbergh, 1998, Drive kinetic routing of independent vehicles. Gamachea, 1999, A column generation approach for largescale aircrew rostering problems. Hobbs, 1999, Stochastic programming-based bounding of 788 Smith, Karwan, and Markland Growth of Research in Service Operations Management Production and Operations Management 16(6), pp. 780 790, 2007 Production and Operations Management Society expected production costs for multia rea electric power systems. Keeney, 1999, Identifying and structuring value to guide integrated resource planning at BC Gas. Mingozzi, 1999, A set partitioning approach to the crew scheduling problem. Murty, 1999, The U. S. Army guinea pig Guards mobile training simulators location and routing problem. Barnett, 2000, Free-? ight and en route air safety. Barnhart, 2000, Railroad blocking. Bashyam, 2000, Service design and price competition in business information services. Feng, 2000, Optimal policies of yield management with multiple predetermine prices.Haight, 2000, An integer optimization approach to a probabilistic reserve site selection problem. Hoffman, 2000, A comparison of formulations for the single-airport ground-holding problem with banking constraints. Smith, 2000, Management of multi-item retail inventory systems with demand substitution. Van Slyke, 2000, Finite horizon stochastic knapsacks with applications to yield management. Zenios, 2000, Dynamic allocation of kidn eys to candidates on the transplant waiting list. Barnett, 2001, Safe at home? Cai, 2001, Solving large nonconvex water resources management models using generalized benders decomposition. Cordeau, 2001, synchronic assignment of locomotives and cars to passenger trains.Feng, 2001, A dynamic airline seat inventory control model and its optimal policy. Henz, 2001, Scheduling a major college basketball conferenceRevisited. Baker, 2002, Optimizing military aircraft. Camm, 2002, Nature reserve site selection to increase expected species covered. Caprara, 2002, Modeling and solving the train timetabling problem. Cooper, 2002, Asymptotic behavior of an allocation policy for revenue management. Cooper, 2002, An illustrative application of IDEA (imprecise data inclosure analysis) to a Korean telecommunication company. Gans, 2002, Managing learning and turnover in employee staf? ng. Netessine, 2002, Flexible service capacity. Powell, 2002, Implementing real-time optimization models.Bertsim as, 2003, Restaurant revenue management. Brumelle, 2003, Dynamic airline revenue management with multiple semi-Markov demand. Cohn, 2003, Improving crew scheduling by incorporating key maintenance routing decisions. Deshpande, 2003, An empirical study of service differentiation from machine system service parts. Erhun, 2003, Enterprise-wide optimization of total landed cost at a grocery retailer. Rajaram, 2003, Flow management to optimize retail pro? ts at theme parks. Armony, 2004, Contact centers with a call-back option and real-time delay information. Armony, 2004, On customer contact centers with a callback option.Bollapragada, 2004, Scheduling commercials on broadcast television. Bollapragada, 2004, Scheduling commercial videotapes in broadcast television. Borst, 2004, mark large call centers. Cappanera, 2004, A multicommodity ? ow approach to the crew rostering problem. Gaur, 2004, A day-by-day inventory routing problem at a supermarket chain. Hamacher, 2004, Design of zone tariff systems in public transportation. Karaesmen, 2004, Overbooking with substitutable inventory classes. Qi, 2004, Class scheduling for pilot training. Zhu, 2004, Imprecise DEA via standard linear DEA models with a revisit to Korean mobile telecommunication company. Armstrong, 2005, A stochastic salvo model for naval find combat.Ata, 2005, Dynamic power control in a wireless quiet channel subject to a quality-of-service constraint. Bertsimas, 2005, Simulation based booking limits for airline revenue management. Brown, 2005, A two-sided optimization for theater ballistic rocket defense. Chardaire, 2005, Solving a time-space network formulation for the convoy movement problem. Dasci, 2005, A continuous model for multistore competitive location. De Vericourt, 2005, Managing response time in a callrouting problem with service failure. Holder, 2005, Navy personnel planning and the optimal partition. Jahn, 2005, System-optimal routing of traf? c ? ows with use r constraints in networks with congestion. Maglaras, 2005, Pricing and design of differentiated services.Savin, 2005, Capacity management in rental businesses with two customer bases. Shu, 2005, Stochastic transportation-inventory network design problem. Su, 2005, Patient choice in kidney allocation. Wu, 2005, Optimization of in? uenza vaccine selection. Yang, 2005, A multiperiod dynamic model of taxi services with endogenous service intensity. Zhang, 2005, Revenue management for parallel ? ights with customer-choice behavior. Agur, 2006, Optimizing chemotherapy scheduling using local search heuristics. Bassamboo, 2006, Design and control of a large call center. Cook, 2006, Incorporating multiprocess performance standards into the DEA framework. Cordeau, 2006, A branch-and-cut algorithm for the diala-ride problem.Dawande, 2006, Effective heuristics for multiproduct partial shipment models. Smith, Karwan, and Markland Growth of Research in Service Operations Management Production and Operations Management 16(6), pp. 780 790, 2007 Production and Operations Management Society 789 Deshpande, 2006, Ef? cient supply chain management at the U. S. shore Guard using part-age dependent supply replenishment policies. Fry, 2006, Fire? ghter staf? ng including temporary absences and wastage. Ghiani, 2006, The black and white traveling salesman problem. Green, 2006, Managing patient service in a symptomatic medical facility. Mannino, 2006, The network packing problem in terrestrial broadcasting.Marcus, 2006, Online low price guarantees. Marklund, 2006, Controlling inventories in divergent supply chains with advance-order information. Netessine, 2006, Revenue management through dynamic cross marketing in e-commerce retailing. Perakis, 2006, An analytical model for traf? c delays and the dynamic user equilibrium problem. Romeijn, 2006, A new linear programming approach to radiation therapy sermon planning problems. Washburn, 2006, Piled-slab searches. Production and Operations Management Easton, 1992, Analysis of alternative scheduling policies for hospital nurses.Ernst, 1992, Coordination alternatives in a manufacturing/dealer inventory system under stochastic demand. Schneeweiss, 1992, Planning and scheduling the repair shops of the Deutsche Lufthansa AG. Rajagopalan, 1993, Allocating and scheduling mobile diagnostic imaging equipment among hospitals. Malhotra, 1994, Scheduling ? exibility in the service sector. Sainfort, 1994, A pavement management decision support system. Cox, 1995, A new learning approach to process improvement in a telecommunications company. Roth, 1995, Hospital resource planning. Schneider, 1995, Power approximations for a two-echelon inventory system using service levels. Chase, 1996, The mall is my factory.Crandall, 1996, Demand management. Joglekar, 1996, A pro? t maximization model for a retailers stocking decisions on products subject to sudden obsolescence. Cachon, 1996, Campbell soups continuous replenishment program. Clark, 1997, Reengineering channel reordering processes to improve total supply-chain performance. Harvey, 1998, Building the service operations course around a ? eld project. Kolesar, 1998, Insights on service system design from a normal approximation to Erlangs delay formula. Lee, 1998, do of integrating order/backorder quantity and pricing decisions. Boronico, 1999, Reliability-constrained pricing, capacity, and quality.Cheng, 1999, Optimality of state dependent (s,S) policies in inventory models with Markov demand and lose sales. Cook, 1999, Service typologies. Dasu, 1999, A dynamic process model of dissatisfaction for unfavorable non-routine service encounters. Dube, 1999, Adapting the QFD approach to extended service transactions. Hays, 1999, The market share impact of service failures. Kapalka, 1999, Retail inventory control with lost sales, service constraints, and factional lead times. Metters, 1999, Meas urement of multiple sites in service ? rms with data envelopment analysis. Nie, 1999, How professors of operations management view service operations.Soteriou, 1999, Resource allocation to improve service quality perceptions in multistage service systems. Stewart, 1999, The impact of military man error on delivering service quality. Anderson, 2000, A simulation game for statement servicesoriented supply chain management. Petersen, 2000, An evaluation of order picking policies for mail order companies. Chaouch, 2001, Stock levels and delivery rates in vendormanaged inventory programs. Devaraj, 2001, Product and service quality. Hays, 2001, A longitudinal study of the effect of a service guarantee on service quality. Van Woensel, 2001, Managing the environmental externalities of traf? c logistics. Agrawal, 2002, Multi-vendor sourcing in a retail supply chain.Boyer, 2002, Drivers of Internet purchasing success. Heim, 2002, Service process con? gurations in electronic retailing. Tagar as, 2002, Effectiveness of stock transshipment under various demand distributions and nonnegligible transshipment times. Akkermans, 2003, Ampli? cation in service supply chains. Alfaro, 2003, The value of sku rationalization in practice. Athanassopoulos, 2003, Modeling customer satisfaction in telecommunications. Baker, 2003, The bene? ts of optimizing prices to manage demand in hotel revenue management systems. Cayirli, 2003, Outpatient scheduling in health care. Giloni, 2003, Service system design for the property and casualty insurance industry.Goodale, 2003, A market utility-based model for capacity scheduling in mass services. Green, 2003, An improved heuristic for staf? ng telephone call centers with limited operating hours. Kassinis, 2003, Greening the service pro? t chain. Keizers, 2003, Diagnosing order planning performance at a Navy maintenance and repair organization using logistic regression. Meyer-Goldstein, 2003, Employee development. Mondschein, 2003, Appointment poli cies in service operations. Roth, 2003, Insights into service operations management. Stewart, 2003, Piecing together service quality. Boyaci, 2004, Supply chain coordination in a market with customer service competition.Craighead, 2004, The effects of ruggedness of failure and customer loyalty on service recovery strategies. Field, 2004, Managing quality in the e-service system. Gavish, 2004, Dynamic policies for optimal LEO satellite launches. 790 Smith, Karwan, and Markland Growth of Research in Service Operations Management Production and Operations Management 16(6), pp. 780 790, 2007 Production and Operations Management Society Hur, 2004, Real-time work schedule adjustment decisions. Jack, 2004, Volume ? exible strategies in health services. Lapre, 2004, Performance improvement paths in the U. S. airline industry. Napoleon, 2004, The creation of output and quality in services.Sampson, 2004, Practical implications of preference-based conference scheduling. Ts ay, 2004, Channel con? ict and coordination in the ecommerce age. Tsikriktsis, 2004, Adoption of e-processes by service ? rms. Chakravarthy, 2005, Optimal workforce mix in service systems with two types of customers. Gaur, 2005, In-store experiments to determine the impact of price on sales. Miller, 2005, A learning real options framework with application to process design and capacity planning. Anderson, 2006, Stochastic optimal control for staf? ng and backlog policies in a two-stage customized service supply chain. Berling, 2006, Heuristic coordination of decentralized inventory systems using induced backorder costs.Boyer, 2006, Analysis of effects of operational execution on repeat purchasing heterogeneous customer segments. 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