Designing Service Processes to Unlock Value By Joy M. Field

Designing Service Processes to Unlock Value
By Joy M. Field
Selected Resources
Allon, G., Federgruen, A., & Pierson, M. (2011). How much is a reduction of your customers’
wait worth? An empirical study of the fast-food drive-thru industry based on structural
estimation models. Manufacturing & Service Operations Management 13(4), 489–507.
Bettencourt, L. A., Ostrom, A. L., Brown, S. W., & Roundtree, R. I. (2002). Client co-production
in knowledge-intensive business services. California Management Review 44(4), 100–128.
Bitner, M. J., Ostrom, A. L., & Meuter, M. L. (2002). Implementing successful self-service
technologies. Academy of Management Executive 16(4), 96–108.
Buell, R. W., & Norton, M. I. (2011). The labor illusion: How operational transparency increases
perceived value. Management Science 57(9), 1564–1579.
Campbell, C. S., Maglio, P. P., & Davis, M. M. (2011). From self-service to superservice: A
resource mapping framework for co-creating value by shifting the boundary between provider
and customer. Information Systems and E-Business Management 9(2), 173–191.
Chace, Z. (2012, January 4). A man. A van. A surprising business plan. Retrieved January 7,
2012 from the NPR Website:
Chopra, S., & Lariviere, M. A. (2005). Managing service inventory to improve performance.
MIT Sloan Management Review 47(1), 56–63.
Cima, R. R., Kollengode, A., Clark, J., Pool, S., Weisbrod, C., Amstutz, G. J., & Deschamps, C.
(2011). Using a data-matrix–coded sponge counting system across a surgical practice: Impact
after 18 months. The Joint Commission Journal on Quality and Patient Safety 37(2), 51–58.
Clicking for gold: How Internet companies profit from data on the web (2010, February 27). The
Economist 394(8671), special section, pp. 9–11.
Glomark-Governan (2006). Quantifying outsourcing intangible benefits (3rd ed.). (A GlomarkGovernan White Paper). Retrieved December 29, 2011, from Glomark-Governan Website: ts_Edition_3.pdf
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, Jr., W. E., & Schlesinger, L. A. (2008).
Putting the service-profit chain to work. Harvard Business Review 86(7/8), 118–129.
Kaplan, R. S., & Norton, D. P. (2008). Using the balanced scorecard as a strategic management
system. Harvard Business Review 85(7/8), 150–161.
Lock, M. (2012, January). Data management for BI: Big Data, bigger insight, superior
performance. Boston, MA: Aberdeen Group.
Malone, T. W., Laubacher, R. J., & Johns, T. (2011). The age of hyperspecialization. Harvard
Business Review 89(7/8), 56–65.
Oliveira, P., & von Hippel, E. (2011). Users as service innovators: The case of banking services.
Research Policy 40(6), 806–818.
Sampson, S. E., & Froehle, C. M. (2006). Foundations and implications of a proposed unified
services theory. Production & Operations Management 15(2), 329–343.
TOA Technologies (2011, November). 2011 Cost of waiting survey: United States results.
Retrieved November 17, 2011, from TOA Technologies Website:
Weintraub, K. (2012, January 30). Putting care in patients’ hands. Retrieved January 30, 2012
from the Boston Globe.
Claire O'Leary
Senior Reference Librarian/Bibliographer for
Business & Management, O'Neill Library
[email protected]