A history of research in service operations: What's the big idea?
追溯服务运营研究的历史，梳理影响该领域研究议程的几大核心思想，并指出未来亟需突破的高潜力研究方向，适合想了解服务运营研究脉络的学者。
Abstract The purpose of this paper is to trace the history of research in service operations. After discussing the role of services in national economies and the importance of research in service operations, we discuss major trends in service operations research. For simplicity of exposition, this discussion is organized in terms of big ideas that have proved to be influential in setting the research agenda in service operations. In the final section, we identify high‐potential research areas where research needs are particularly urgent in the near future.