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Service Management—Academic Issues and Scholarly Reflections from Operations Management Researchers

机译：服务管理—运筹学研究人员的学术问题和学术思考

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摘要

Services are now a larger portion of the economy than manufacturing for every nation on Earth, and services are an overwhelming portion of Western economies. While decision-making research has begun responding to this change, much of the scholarly work still addresses manufacturing issues. Particularly revealing is the field of operations management (OM), in which the proportion of manuscripts dedicated to services has been estimated at 3%, 6%, and 7.5% by various authors. We investigate several possible reasons for the neglect of services in research, including the difficulty in defining services, viewing services as derivative activities, a lack of defined processes, a lack of scale in services, and the effect of variability on service performance. We argue that times have changed, and none of these reasons is valid anymore. We sound the warning that failure to emphasize services in our research and teaching may signal the decline of the discipline. We note the proportion of OM faculty in business schools has shrunk in the past 10 years. Finally, we examine a selection of service research agendas and note several directions for high-impact, innovative research to revitalize the decision sciences. With practitioners joining the call for more research in services, the academic community has an exciting opportunity to embrace services and reshape its future.
机译：与地球上每个国家的制造业相比，服务现在在经济中所占的比例更大，并且服务在西方经济中占绝大多数。尽管决策研究已开始对这种变化做出响应，但许多学术著作仍致力于解决制造问题。尤其令人印象深刻的是运营管理（OM）领域，据不同作者估计，专门用于服务的手稿的比例分别为3％，6％和7.5％。我们调查了在研究中忽略服务的几种可能原因，包括难以定义服务，将服务视为衍生活动，缺少定义的流程，服务规模不足以及可变性对服务性能的影响。我们认为时代已经改变，这些理由都​​不再成立。我们听到这样的警告：在我们的研究和教学中不强调服务可能预示着该学科的衰落。我们注意到，在过去的10年中，商学院的OM教师比例有所下降。最后，我们研究了一些服务研究议程，并指出了高影响力创新研究的几个方向，以振兴决策科学。随着从业者加入对服务进行更多研究的呼吁，学术界有一个激动人心的机会来拥抱服务并重塑其未来。

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