The service sector: Challenges and imperatives for research in operations management
讨论了服务业运营管理研究的挑战与必要性，指出服务运营具有独特特征，需整合生产、行为与营销视角，并回顾了服务组织通用理论的进展。
Abstract The United States has undergone a transformation from an industrial society to the first postindustrial society. Consequently, the service sector has outstripped manufacturing in its contribution to the GNP and in employment. This paper discusses the challenges and imperatives for research in service operations management (SOM). Service operations have unique characteristics that must be considered in developing research strategies. Recent attempts at evolving a general theory of service organizations are reviewed, and it is suggested that these conceptual models provide a unifying framework for the study of SOM. Research in SOM requires a broad perspective that includes the customer and the interactions with other functional areas. It requires an integration of conventional production concepts with behavioral and marketing considerations.