Current views of service operations management

This study empirically tests the prevalence of OM scholars' normative belief that service operations should be managed differently. We found the belief that service operations is a unique discipline is not widely held. 26 percent provide little coverage of service operations in their OM classes. The survey also revealed that Customer Influence has the greatest impact on service OM. There is a difference between views held by manufacturing and service types with regard to teaching and management issues. There is a general consensus on the service research agenda.