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Publisher: University of Huddersfield
Languages: English
Types: Book
Subjects: J1, H1
Operations management in service industries is receiving an increasing amount of attention from management researchers Harvey (1989). Previous OM research has defined the PSOM as a generic service type with high levels of customer contact/service customization and fluid/flexible processes with low capital/high labour intensity (Schmenner, 1986, 2004; Chase and Apte 2006; Lewis and Brown 2011). However, published research in this field deals rather cursorily with sector specific cases, such as legal and financial sectors: professional service organisations (PSOs) and less so from a resource based view (RBV) (Lockett, Wright, and O'Shea, 2008). Yet, SOM and PSOM deserve more attention.
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    • Cambell, O (2014) Clifford Chance www.cliffordchance.com
    • Chase and Apte (2006) A history of research in service operations: What's the big idea? Journal of Operations Management, (5) pp375-386
    • Giannakis,Doran D., Mee, D., (2015) The design and delivery of modular professional services: Implications for operations strategy, In: European Operations Management Association (EurOMA) conference
    • Harvey J, (1989) "Designing Efficient and Manageable Public Professional Service Processes", International Journal of Operations & Production Management, Vol. 9 Iss: 1, pp.35 - 44
    • Lewis, M. A. and Brown, A. D. (2012) How different is professional service operations management? Journal of Operations Management, 30 (1-2). pp. 1-11.
    • Lockett, A., Wright, M., & O'Shea, R. (2008). The development of the resource-based view: Reflections from Birger Wernerfelt 1. Organization Studies, 29(8-9). pp1125-1141.
    • Maslakovic M, (2014) Legal Services, TheCityUK
    • Schmenner, R.W., (2004). Service businesses and productivity. Decision Sciences 35 (3), 333-347.
    • Slack, N., & Lewis, M. (2012). Operations strategy. Financial Times/Prentice Hall.  
    • Tsolakis, J (2014) A perspective on the legal market, RBS
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