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 one hundred sixty6 780$1. 25 POMS doi 10. 3401/poms. 2007 yi old age and trading trading operations instruction clubhouse A banknote on the evolution of question in returns trading operations focus Jeffery S. smith Kirk R. Karwan Robert E. Markland section of Marketing, Florida State University, Rovetta Business mental synthesis, T aloneahassee, Florida 32306, USA Department of Business and Accounting, Furman University, 3300 Poinsett High counsel, Greenville, southbound Carolina 29613, USA c ar acquaintance Department, Moore School of Business, University of South Carolina, 1705 College Street, capital of South Carolina, South Carolina 29208, USA email&160protected fsu. edu kirk. email&160protected edu email&160protected sc. edu e present an semi empiric estimation of the productivity of one-on-ones and ecesiss in terms of portion operations forethough t (SOM) explore.We restrain reviewed ? ve mainstream operations way daybooks everywhere a 17-year time nobbleclusion to generate a sample of 463 obliges relate to serving operations. The results indicate that SOM seek has been growing and bring up contributions are being do by an array of look intoers and institutions. Key lyric poem look productivity query review religious renovation operations Sub flushs and Acceptance veri evade submission Received November 2005 revisions received July 2006 and October 2007 received October 2007 by Aleda Roth. W 1. IntroductionThe transformation of alter economies from a manufacturing base to a table attend to orientation course is a continuing phenomenon. The dilute is readily apparent in the fall in States where, by virtually all accounts, all over 80% of private empyrean battle is engaged in some potpourri of dish out of branch give-up the ghost (Karmarkar, 2004). Despite this, observers of look for in o perations perplexity (OM) induct long been critical of the ? eld for not transitioning in a similar manner. bingle study by Pannirselvam et al. (1999) reviewed 1,754 articles between 1992 and 1997 in seven key OM diarys and reported gistly 53 (2. 7%) addressed attend- colligate paradoxs.Roth and Menor (2003) alike voiced concern or so a paucity of seek in presenting a change operations charge (SOM) research agenda for the succeeding(a). Regardless of the exact ? gures, thither is clearly enormous potential and direct for research in the religious go operations arena. Recent suppurations inside the discip crinkle are encouraging. For example, turnout and trading operations guidance (POM) and the issue and operations circumspection alliance (POMS) withdraw taken several steps to still research in attend to operations. First, the journal recently published three think issues on 780 wait on operations.Second, POMS created a corporation subdivision, the Coll ege of returns operations, that has hosted several national and global meetings. Finally, the journal now has an autonomous sunrise(prenominal)spaper column department dedicate to helping operations. another(prenominal) initiatives to promote the military suffice operations guidance ? eld include the establishment of IBMs religious dish Science, counselling, and Engineering initiative (Spohrer et al. , 2007) and the set up for trading operations query and commission Science Section on work Science. To a whacking extent, the operate operations ? eld has long been cyphered to occupy a box in spite of appearance operations counsel.If profit operations commission researchers are to establish themselves ? rmly within the OM community, it is our contention that their theoretical contributions to expanding pedantician journals must be more than widely recognized and their relevance to practice ac fellowshipd. As a part of the effort to back up this progres s, the purpose of this note is twofold (1) to take the stand that published work in the key operations journals is indeed showing an upward rationalise and (2) to facilitate research of individual scholars by laying the individuals and institutions that have contributed just about to the ? ld of expediency operations. Smith, Karwan, and Markland offset of Research in return operations counseling deed and operations watchfulness 16(6), pp. 780 790, 2007 toil and trading operations commission Society 781 2. Methodology and Results Although oftentimes more complex mechanisms exist to valuate contribution, we relied on a straightforward approach to prise contributions by individuals and institutions. We considered four issues (1) the time pose for the review, (2) the journals to be include, (3) the metric for productivity, and (4) the means to identify the articles to be included.First, we selected a 17-year time lay out beginning with 1990 and running through 2006 b ecause we believed that this musical interval would provide a comprehensive get word of the return operations ? eld as it has veritable, as good as an luck 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 care (see http//citm. utdallas. edu/ utdrankings/).These include 3 journals dedicated to OM, the diary of trading operations solicitude (JOM), Manufacturing and helper Operations anxiety (MSOM), and POM, and two multidisciplinary journals, commission Science (MS) and Operations Research (OR). Third, we assessed learned productivity by counting the figure of speech of research articles attributable to two individuals and their academic institutions, assigning a weight of 1/n to an originator and his or her institution if an article had manifold (n) germs. The ? al issue to determine was what constituted a SOM article. We ? rst eliminated any article or research note that centreed on agriculture, mining, or manufacturing. Then, two authors served as in subject settle to determine whether an article employed an operations focus while addressing a usefulness-speci? c difficulty or situation. In cases where at that place was dis circumvent 1 stratum 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 Totals go % commensurateness between the two raters, the third author made the ? al end. Consequently, an article was excluded if it developed a generic operations shape or involved an operations military issue that was discussed in a everyday way and was applicable in either a manufacturing or a serving environment. When an article made speci? c reference to military overhaul stage settings and e excavateated on them, it was included. To clarify this point, consider the case of an article investigating an ancestry-positioning indemnity between a manufacturer and a series of sellers.The article would be included as pertaining to attend to operations if it took the posture of the retail operation but would be excluded if it took the manufacturing viewpoint. utilise this ruleology, we identi? ed 463 distinct military overhaul operations articles (see the Appendix for a perform list) and recorded development on the author(s) and author af? liation(s) at the time of offspring. The numerical abridgment of articles is shown in Table 1, with each journals share of dish operations articles.Over the 17-year period JOM, MSOM, and POM all exceeded 15% of inspection and repair articles with respect to the join consider of articles published, with OR and MS publishing about smaller percentages. Additionally, there is an upward trend in the native number of advantage articles appearing in all ? ve journals, with a marked increase in the then(prenominal) 3 years (see Figure 1). With devotion to JOM and POM, part of this move is attributable to the populaceatio n of special issues, which is a positive development because it demonstrates a heightened vehemence originating at the pillar level.The total number of individuals appearing in the sample pool was 799. In Table 2, we list 27 individuals Distribution 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 16 150 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 mastermind year totals indicate the sum of all attend operations articles in the celebrated year/journal advantage % indicates the way of helper articles in comparison to the total number of articles published. 782 Figure 1 Smith, Karwan, and Markland Growth of Research in Service Operations Management intersection and Operations Management 16(6), pp. 780 790, 2007 Production and Operations Management Society Distribution of Service Articles over the probe 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 compendium by institution, and it resulted in 343 organizations appearing in the sample. Columbia University contributed the most articles, with a punctuate of 16. 17. Massachusetts bring in of Technology, the University of atomic number 25, and the University of Pennsylvania followed with productivity scores great 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 magnate Table 2 Name protect Whitt Gary Thompson Stefanos Zenios Scott Sampson Richard Chase Arnold Barnett Kenneth Boyer Arthur Hill Aleda Roth Robert Shumsky Dimitris Bertsimas Susan Meyer Goldstein Julie Hays Ananth Iyer Andreas Soteriou Cynthia Barnhart Vishal gaur Deborah Kellogg Larry Jacobs Marshall Fisher Francois Soumis William L make Jean Harvey Serguei Netessine Gerard Cachon Kingshuk Sinha Avishai Mandelbaum Individual Author Contributions productivity 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 wide array of authors and institutions. Many of these authors and institutions are cognise to approach the ? eld from normative or prescriptive perspectives and others from more a posteriori or descriptive perspectives.In fact, Gupta, Verma, and Victorino (2006) recently noted that much of the growth in military profit research has come from studies that completely or part employed empiric research methodologies. This change magnitude emphasis on empirical studies bodes well for the new and growing ? eld. Table 3 Institution Institutional Contributions productiveness 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 knot State University University of Texas at Austin Stanford University Purdue University Cornell University Carnegie Mellon University University of northwestern Carolina at Chapel Hill atomic number 31 Institute of Technology University of Utah bracing York University Harvard University Northern Illinois Univ ersity University of Rochester Southern Methodist University oceanic Postgraduate School AT&038T University of Cyprus University of California at Los Angeles University of Maryland vanderbilt University University of bread 2006 2005Smith, 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 783 3. Concluding Comments A pattern of forces appear to be stimulating a longexpected increase in research emphasis on process operations oversight. Because service organizations and issues increasingly dominate the global economy, a greater emphasis on SOM research seems important and inevitable. With operations anxiety journals and related professional societies simultaneously providing visibility for researchers and their efforts, it is probably that we will move forward toward a clearer and more robust SOM research paradigm.Acknowledgments We give t hanks the anonymous reviewers and the editorial team for their perceptive comments on earlier drafts of this paper. Appendix Journal of Operations Management Davis, 1990, An analysis of client mirth with waiting times in a two-stage service process. Mabert, 1990, measuring rod the move of part-time workers in service organizations. Mersha, 1990, Enhancing the client run across manakin. 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Thompson, 1996, DEA/assurance domain SBDC ef? ciency and unique projections. Ahmadi, 1997, Managing capacity and ? ow at make-up parks. Bevers, 1997, Spatial optimization of prairie dog colonies for black-market-footed ferret out recovery.Bukiet, 1997, A Markov chain approach to baseball. Day, 1997, Flight attendant rostering for short-haul airline operations. Eppen, 1997, Improved fashion buying with Bayesian updates. Griggs, 1997, An air mission planning algorithm using decision analysis and mixed integer programming. Vance, 1997, Airline crew scheduling. Andreatta, 1998, Multiairport ground holding problem. Bertsimas, 1998, The air traf? c ? ow management problem with en highway capacities. Bixby, 1998, Solving a truck dispatching scheduling problem using branch-and-cut. Caprara, 1998, Modeling and solving the crew rostering problem. 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. Nemha exploiter, 1998, Scheduling a major college basketball conference. Savelsbergh, 1998, lease Dynam ic 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 multiarea electric power systems. Keeney, 1999, Identifying and structuring values to subscribe to integrated resource planning at BC Gas. Mingozzi, 1999, A set naval division approach to the crew scheduling problem. Murty, 1999, The U. S. Army National obliges wandering(a) 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 predetermined 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 vista stochastic knapsacks with applications to yield management. Zenios, 2000, Dynamic allocation of kidneys to candidates on the transplant waiting list. Barnett, 2001, estimable at home? Cai, 2001, Solving large nonconvex water resources management models using generalized benders decomposition. Cordeau, 2001, Simultaneous 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 maximize exp ected species covered. Caprara, 2002, Modeling and solving the train timetabling problem. Cooper, 2002, Asymptotic behavior of an allocation policy for taxation management. Cooper, 2002, An demonstrative application of IDEA (imprecise data natural enclosure 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.Bertsimas, 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 branch system service parts. Erhun, 2003, Enterprise-wide optimization of total landed cost at a grocery retailer. Rajaram, 2003, Flow management to hone retail pro? ts at motif parks. Armony, 2004, Contact centers with a call-back pickax 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, Dimensioning large call centers. Cappanera, 2004, A multicommodity ? ow approach to the crew rostering problem. Gaur, 2004, A periodic inventory routing problem at a supermarket chain. Hamacher, 2004, Design of zone tariff systems in public transportation. Karaesmen, 2004, Overbooking with synonymous 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 surface combat.Ata, 2005, Dynamic power control in a radio set static crease 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 missile defense. Chardaire, 2005, Solving a time-space network formulation for the escort 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 user 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 machine politician 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. Coast 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 diagnostic medical facility. Mannino, 2006, The network packing problem in t errestrial broadcasting.Marcus, 2006, Online low price guarantees. Marklund, 2006, unconditional inventories in divergent supply chains with advance-order information. Netessine, 2006, Revenue management through dynamic cross selling 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 secto r. 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 nearly a ? eld project. Kolesar, 1998, Insights on service system design from a recipe approximation to Erlangs delay formula. Lee, 1998, cause of integrating order/backorder quantity and pricing decisions. Boronico, 1999, Reliability-constrained pricing, capacity, and quality.Cheng, 1999, O ptimality of state dependent (s,S) policies in inventory models with Markov demand and scattered 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, Measurement of multiple sites in service ? rms with data natural enclosure 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 human error on delivering service quality. Anderson, 2000, A simulation game for teaching servicesoriented supply chain management. Petersen, 2000, An evaluation of order picking policies for m ail order companies. Chaouch, 2001, clove pink 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. Tagaras, 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 belongings 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 policies 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 unfeelingness 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, Kar wan, 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. Tsay, 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 program coordination of decentralized inventory systems using bring forth backorder costs.Boyer, 2006, Analysis of effects of operational execution on repeat purchasing tangled customer segments. 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