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SERVICE MANAGEMENT ABSTRACTS"Dimensions of Service Innovation"
ROBERT VAN DER HAVE, VTT Technical Research Centre of Finland, Helsinki University of Technology - Institute of Strategy and Intl. Business This conceptual paper aims to increase our understanding of service innovation by separating and analyzing some of its basic dimensions: the target of the renewal, the nature of the renewal, and the radicalness of the renewal. Service innovations are discussed both at the product level and at the firm level. In innovation literature, the product level has deserved most attention. We summarize and develop further the views that we consider most promising here. In addition, we highlight the importance of innovations regarding the whole service portfolio, the general organization of service firms and the positioning of service firms in the markets. These issues have rarely been discussed from the innovation perspective, but the original thoughts of Schumpeter provide good starting points for the extension of innovation analysis to this broader level. "What Drives the Choice of Third Party Logistics Provider?"
EDWARD J. ANDERSON, Discipline of Operations Management and Econometrics The service value proposition plays a key role in defining the most appropriate mix of components in service operations management. However, service companies often find it difficult to obtain a good understanding of how customers differentially value the service components that are offered by different providers. In this paper we identify the factors that are important to the choice of a logistics service provider. We use a stated choice experiment to explore the relative importance of seven service attributes based on a sample of 309 individuals across a range of industries and countries who have a role in purchasing logistics services. The results show that three distinct types of behavior populate our data and the preferences for price, delivery performance, service recovery, relationships, capacity, innovation and professional knowledge varies greatly between these customer groups. The practical importance of this insight is that we provide a logical starting point from which managers can begin to reverse engineer their service operations. "Public Services with Special Consideration of Nationwide Close-to-Home Inpatient Hospital Care"
FLORIAN W. BARTHOLOMAE, University of the German Federal Armed Forces - Munich
We consider the implications of Germany's demographic development on the regional structure of rural hospital care. According to different predictions regional disparities will arise. This will lead to a legal conflict with the German constitution which demands nationwide close-to-home hospital care. This development is a consequence of demographic change, population aging and internal migration. | |||||||||
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Solicitation of Abstracts
This abstracting journal distributes working and accepted papers that deal with service system design and control, workforce planning, service quality, capacity planning and demand management. The journal welcomes research with a focus on the importance of services in the field of operations management. Topics of interest include, but are not limited to, importance of service sectors, e-businesses and how they contribute to services, designing and managing service systems, yield management, and customer relationship management.
Distribution ServicesIf your Institution is interested in learning more about increasing readership for its research by becoming a Partner in Publishing or starting a Research Paper Series, please email: Management@SSRN.com. Distributed by:DirectorsPROD SUBJECT MATTER EJOURNALS MICHAEL C. JENSEN Please contact us at the above addresses with your comments, questions or suggestions for PROD-Sub.
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