Service Systems and Operations

Service Systems and Operations are defined by the complex and dynamic relationships between processes, people, customers, and technology.  As a result, the study of service systems benefits from interdisciplinary views that advance the understanding of service design, management, improvement, and innovation. The Service Systems track is focused on leading edge research that enhances the understanding of services such as studies about strategy formulation, process design, improvement strategies, and service delivery mechanisms. The Service Systems track invites service scholars from across the business disciplines (e.g., Operations, Human Resources, Marketing, and Information Systems) to submit their full papers, abstracts, and panel presentations to this track. Papers that employ conceptual, theoretical or empirical perspectives are encouraged.

Key areas of interest within this track include (but are not limited to):

  • Service Strategy
  • Service Design
  • Service Delivery
  • Service Quality
  • Service Innovation
  • New Service Development
  • Service Performance Metrics and Optimization
  • Experiential Service
  • Customer Co-production and Value Co-creation
  • Transformative Services and Well-Being
  • Technology and Service
  • Sustainability in Service
  • Globalization of Service
  • Service Supply Chains
  • Service Networks
  • Servitization
  • Service Interface Topics (e.g. Operations and Marketing, Organizational Behavior and Operations)