Red McCombs School Of Business

The University of Texas at Austin

DOCTORAL SEMINAR IN SERVICE MANAGEMENT

 

Summer 2001

 

Professor James A. Fitzsimmons Meeting Room: CBA 3.238

CBA 3.238; 471-9453 (voice) Meeting: TTH 12-1:30

E-mail: jfitz@mail.utexas.edu Unique No.: 70915

 

COURSE OVERVIEW

 

This seminar is designed for doctoral students interested in carrying out research on topics related to the management of services. The topics include service strategy, service quality, new service development process, service encounter, managing queues, managing capacity and demand, productivity improvement, and service facility location.

 

This course offers exposure to recent and classic literature in the domain and a forum for discussing the conceptualization and design of research on these topics. Participants will be asked to lead the discussion of readings they are assigned. The discussion should include a critique of the reading (i.e., strengths and weaknesses), its contribution to our understanding of services, and how it relates to other readings.

WRITTEN PAPERS

 

Two written papers are due the final day of class: 1) Service Delivery Via the Internet (in general, not just e-tailing) and 2) Service Supply Chain Management. These literature review papers should be written as an overview of the topic area complete with a bibliography. The paper should be organized in such a manner that an interested person could obtain a working understanding of the topic complete with a framework that conceptualizes the material. Each student will take the lead on one paper and we will together collaborate on the final document.

 

GRADING

 

The final grade for this seminar will be based on the following:

 

Participation: 30%

Written Papers: 2@35% 70%


June 7: Service Strategy

 

Cook, David, Chon-Huat Goh, and Chen H. Chung: "Service Typologies: A State of the Art Survey," Production and Operations Management, vol. 8, no. 3, fall 1999, 318-338.

 

Karmarkar, U. S. and R. Pitbladdo: "Service Markets and Competition," Journal of Operations Management, vol. 12, no. 3-4, June 1995, pp. 397-412.

 

 

June 12: Service Quality

 

Harvey, Jean: "Service Quality: A Tutorial," Journal of Operations Management, vol. 16, no. 5, October 1998, pp. 583-597.

 

Cronin, J. J. and S. A. Taylor: "SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality," Journal of Marketing, vol. 58, January 1994, pp. 125–131.

 

Hill, Arthur V., Julie M. Hays, and Eitan Naveh: "A Model for Optimal Delivery Time Guarantees," Journal of Service Research, vol. 2, no. 3, February 2000, pp. 254-264.

 

 

June 19: The Service Encounter

 

Bitner, Mary Jo, B. H. Booms, and L. A. Mohr: "Critical Service Encounters: The Employee's Viewpoint," Journal of Marketing, vol. 58, October 1994, pp. 95-106.

 

Danaher, Peter J.: "Customer Heterogeneity in Service Management," Journal of Service Research, vol. 1, no. 2, November 1998, pp. 129-139.

 

Dasu, Sriram and Jay Rao: "A Dynamic Process Model of Dissatisfaction for Unfavorable, Non-routine Service Encounters," Production and Operations Management, vol. 8, no. 3, Fall 1999, pp. 282-300.

 

June 21: Research on B2C E-Services

 

Meet in Bureau of Business Research small conference room (CBA 6.422) with doctoral students from Mexico from 9:00 to 12:00. Delivery of services via the Internet will be the subject of our meeting.

 


June 26: New Service Development Process

 

Johnson, Susan P., Larry S. Menor, Aleta V. Roth, and Richard B. Chase: "A Critical Evaluation of the New Service Development Process: Integrating Service Innovation and Service Design," in J. A. Fitzsimmons and M. J. Fitzsimmons, (eds.), New Service Development, Sage Publications, Thousand Oaks, CA, 2000, pp. 1-32.

 

Verma, Rohit, Gary M. Thompson, and Jordan J. Loviere: "Configuring Service Operations Based on Customer Needs and Preferences," Journal of Service Research, vol. 1, no. 3, February 1999, pp. 262-274.

 

Bitner, Mary Jo: "Servicescapes: The Impact of Physical Surroundings on Customers and Employees," Journal of Marketing, vol. 58, April 1992, pp. 57–71.

 

 

June 27: Managing Queues

 

Durrande-Moreau, Agnes: "Waiting for Service: Ten Years of Empirical Research," International Journal of Service Industry Management, vol. 10, no. 2, 1999, pp. 171-189.

 

Davis, Mark M. and Janelle Heineke: "How Disconfirmation, Perception and Actual Waiting Times Impact Customer Satisfaction," International Journal of Service Industry Management, vol. 9, no. 1, 1998, pp. 64-73.

 

Larson, Richard C.: "Perspectives on Queues: Social Justice and the Psychology of Queuing," Operations Research, vol. 35, no. 6, November-December 1987, pp. 895-905.

 

 

June 28: Managing Capacity and Demand

 

Kimes, Sheryl E.: "Yield Management: A Tool for Capacity-Constrained Service Firms," Journal of Operations Management, vol. 8, no. 4, October 1989, pp. 348–363.

 

Goodale, Jon C. and Enar Tunc: "Tour Scheduling with Dynamic Service Rates," International Journal of Service Industry Management, vol. 9, no. 3, 1998, pp. 226-247.

 

Shemwell, D. J. and J. J. Cronin: "Services Marketing Strategies for Coping with Demand/Supply Imbalances," Journal of Services Marketing, vol. 8, no. 4, 1994, pp. 14–24.

 


July 3: Productivity and Quality Improvement

 

McLaughlin, Curtis P., and Sydney Coffy: "Measuring Productivity in Services," International Journal of Service Industry Management, vol. 1, no. 1, 1990, 46–64.

 

Banker, Rajiv D., A. Charnes, and W. W. Cooper: "Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis," Management Science, vol. 30, no. 9, September 1984, 1078–1092. (The "BCC" Model)

 

Frei, Francis X. and Patrick T. Harker, "Measuring the Efficiency of Service Delivery Processes: An Application to Retail Banking," Journal of Service Research, vol. 1, no. 4, May 1999, 300-312.

 

 

July 5: Service Facility Location

 

Chhajed, D., R. L. Francis, and T. J. Lowe: "Contributions of Operations Research to Location Analysis," Location Science, vol. 1, no. 4, 1993, pp. 263–287.

 

Min, H.: “Location Planning of Airport Facilities Using the Analytic Hierarchy Process,” Logistics and Transportation Review, vol. 30, no. 1, March 1995, pp. 79-94.

 

Swersey, Arthur J. and Lakshman S. Thakur: “An Integer Programming Model for Locating Vehicle Emissions Testing Stations,” Management Science, vol. 41, no. 3, March 1995, pp. 496-512.

 

 

July 10: Service Supply Chain (Paper Discussion)

 

 

Initial References for Written Papers

 

 

DELIVERY OF SERVICES VIA THE INTERNET

 

Benjamin, Robert and Rolf Wigand: "Electronic Markets and Virtual Value Chains on the Information Superhighway," Sloan Management Review, vol. 36, no. 2, winter 1995, pp. 62-72.

 

Finch, Byron J.: "Internet Discussions as a Source for Consumer Product Customer Involvement and Quality Information: An Exploratory Study," Journal of Operations Management, vol. 17, no. 5, August 1999, pp. 535-556.

 


Heim, Greg R. and Kingshuk K. Sinha: "Design and Delivery of Electronic Services: Implications for Customer Value in Electronic Food Retailing," in J. A. Fitzsimmons and M. J. Fitzsimmons, (eds.), New Service Development, Sage Publications, Thousand Oaks, CA, 2000, pp. 152-182.

 

SERVICE SUPPLY CHAIN MANAGEMENT

Stank, T. P., T. J. Goldsby and S. K. Vickery: "Effect of Service Supplier Performance on Satisfaction and Loyalty of Store Mangers in the Fast Food Industry," Journal of Operations Management, vol. 17, no. 4, June 1999, pp. 429-448.

 

 

Additional Readings by Topic

 

Service Strategy

 

Schmenner, Roger W.: “How Can Service Businesses Survive and Prosper?”, Sloan Management Review, vol. 27, no. 3, spring 1986, pp. 21-32.

 

Chase, R. B., and R. H. Hayes: "Operations' Role in Service Firm Competitiveness," Sloan Management Review, vol. 33, no. 1, fall 1991, pp. 15–26.

 

Roth, Aleda V., and Marjolijn van der Velde: "Operations as Marketing: A Competitive Service Strategy," Journal of Operations Management, vol. 10, no. 3, August 1991, pp. 303-328.

 

Service Quality

 

A. Parasuraman, V.A. Zeithaml, and L.L. Berry, "SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, vol. 64, no. 1, spring 1988, pp. 12–40.

 

Stewart, Douglas M. and Richard B. Chase, "The Impact of Human Error on Delivering Service Quality," Production and Operations Management, vol. 8, no. 3, Fall 1999, pp. 240-263.

 

Boshoff, Christo: "An Experimental Study of Service Recovery Options," International Journal of Service Industry Management, vol. 8, no.2, 1997, pp. 110-130.

 

Chase, R. B. and D. M. Stewart: "Make Your Service Fail-Safe," Sloan Management Review, spring 1994, pp. 35–44.

 


New Service Development Process

 

Richard B. Chase, “Where Does the Customer Fit in a Service Operation?” Harvard Business Review, November-December 1978, pp. 137-142.

 

Bowen, David E. and William E. Youngdahl: "Lean Service: In Defense of a Production-line Approach," International Journal of Service Industry Management, vol. 9, no. 3, 1998, pp. 207-225.

 

Gupta, Sudheer and Mirjana Vajic: "The Contextual and Dialectical Nature of Experiences," in J. A. Fitzsimmons and M. J. Fitzsimmons, (eds.), New Service Development, Sage Publications, Thousand Oaks, CA, 2000, pp. 33-51.

 

Pullman, Madeleine E. and William L. Moore: "Optimal Service Design: Integrating Marketing and Operations Perspectives," International Journal of Service Industry Management, vol. 10, no. 2, 1999, pp. 239-260.

 

The Service Encounter

 

Bitran, Gabriel R., and Johannes Hoech: "The Humanization of Service: Respect at the Moment of Truth," Sloan Management Review, vol. 31, no. 2, winter 1990, pp. 89–96.

 

Bowen, D. E. and E. L. Lawler: "Empowering Service Employees," Sloan Management Review, summer 1995, pp. 73-84.

 

de Ruyter, Ko, Martin Wetzels, and Josee Bloemer: "The Impact of Perceived Listening Behavior in Voice-to-Voice Service Encounters," Journal of Service Research, vol. 2, no. 3, February 2000, pp. 276-284.

 

Evans, Kenneth R., Todd J. Arnold, John A. Grant: “Combining Service and Sales at the Point of Customer Contact,” Journal of Service Research, vol. 2, no. 1, August 1999, pp. 34-49.

 

Kelly, J., J. Donnelly, and S. Skinner: "Customer Participation in Service Production and Delivery," Journal of Retailing, vol. 66, no. 3, 1990, pp. 315-335.

 

Managing Queues

 

Durrande-Moreau, Agnes and Jean-Claude Usunier: "Time Styles and the Waiting Experience: An Exploratory Study," Journal of Service Research, vol. 2, no. 2, November 1999, pp. 173-186.

 

Jones, Peter and Emma Peppiatt: "Managing Perceptions of Waiting Times in Service Queues," International Journal of Service Industry Management, vol. 7, no. 5, 1996, pp. 47-61.

 

Katz, K. L., B. M. Larson, and R. C. Larson: "Prescription for the Waiting-in-Line Blues: Entertain, Enlighten, and Engage," Sloan Management Review, vol. 32, no. 2, winter 1991, pp. 44-53.

 

Maister, D. H.: "The Psychology of Waiting Lines," in J. A. Czepiel, M.R. Solomon, and C. F. Surprenant (eds.), The Service Encounter, Lexington Press, Lexington, MA, 1985, pp. 113-123.

 

Managing Capacity and Demand

 

Smith, Barry C., John F. Leimkuhler, and Ross M. Darrow: "Yield Management at American Airlines," Interfaces, vol. 22, no. 1, January-February 1992, pp. 8–31.

 

Bitran, G. R. and S. V. Mondschein: "An Application of Yield Mangement to the Hotel Industry Considering Multiple Day Stays," Operations Research, vol. 43, no. 3, May–June 1995, pp. 427–443.

 

Carroll, William J. and Richard C. Grimes: Evolutionary Change in Product Management: Experiences in the Car Rental Industry," Interfaces, vol. 25, no. 5, September-October 1995, pp. 84-104.

 

Thompson, Gary M.: "Optimal Scheduling of Shifts and Breaks Using Employees Having Limited Time-Availability," International Journal of Service Industry Management, vol. 7, no. 1, 1996, pp. 56–73.

 

Malhotra, Manoj K. and Larry P. Ritzman: "Scheduling Flexibility in the Service Sector: A Postal Case Study," Production and Operations Management, vol. 3, no. 2, spring 1994, pp. 100-117.

 

Ng, Irene C. I., Jochen Wirtz, and Khai Sheang Lee: "The Strategic Role of Unused Service Capacity," International Journal of Service Industry Management, vol. 10, no. 2, 1999, pp. 211-238.

 

Radas, Sonja and Steven M. Shugan: "Managing Service Demand: Shifting and Bundling," Journal of Service Research, vol. 1, no. 1, August 1998, pp. 47-64.

 

Productivity and Quality Improvement

 

Charnes, A., W. W. Cooper, and E. Rhodes: "Measuring the Efficiency of Decision Making Units," European Journal of Operations Research, vol. 2, no. 6, November 1978, 429–444. (The "CCR" Model)

 

Metters, Richard D., Frances X. Frei, and Vicente A. Vargas, "Measurement of Multiple Sites in Service Firms with Data Envelopment Analysis," Production and Operations Management, vol. 8, no. 3, Fall 1999, pp. 264-281.

 

Nachum, Lilach: "The Productivity of Intangible Factors of Production: Some Measurement Issues Applied to Swedish Management Consulting Firms," Journal of Service Research, vol. 2, no. 2, November 1999, 123-137.

 

Narasimhan, R. and J. Jayaram: "Reengineering Service Operations: A Longitudinal Case Study," Journal of Operations Management, vol. 17, no. 1, December 1998, 7-22.

 

Service Facility Location

 

Craig, C. S., A. Ghosh, and S. McLafferty: "Models of the Retail Location Process: A Review," Journal of Retailing, vol. 60, no. 1, spring 1984, pp. 5–36.

 

Fitzsimmons, James A and S. E. Kimes: "Selecting Profitable Hotel Sites at La Quinta Motor Inns," Interfaces, vol. 20, no. 2, March 1990, pp. 12–20.