Research opportunities in service process design
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This paper presents an overview of the new issues and research opportunities related to four service operations design topics - 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. © 2002 Elsevier Science B.V. All rights reserved.
author list (cited authors)
Hill, A. V., Collier, D. A., Froehle, C. M., Goodale, J. C., Metters, R. D., & Verma, R.