Research opportunities in service process design
概述了服务流程设计中四个主题的新问题与研究机会，包括零售与电商服务流程设计、排队与人员配置、制造服务化以及服务流程再造，适合运营管理研究者了解前沿方向。
Abstract 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.