Visualizing Service Operations

Keywords

process-chain-network analysis, service operations management (SOM), customer participation in service processes

Abstract

Service operations management (SOM) has a rich history of important but not widely recognized contributions to research and practice. There also seems to be some uncertainty about how SOM fits in the broader fields of operations management and service management. This article addresses those concerns by introducing a visual framework called Process-Chain-Network (PCN) Analysis. The framework is built upon PCN Diagrams that depict processes and interactions involving networks of entities. PCN Analysis includes identifying the value proposition of a given process network, assessing performance characteristics and value propositions of a process configuration, and identifying opportunities for process improvement and innovation. The PCN framework clarifies fundamental concepts of SOM, demonstrates how SOM fits in broader contexts of business management, illuminates managerial insights of SOM and related disciplines, and provides a basis for future SOM research.

Original Publication Citation

Sampson, S. E., 2012, “Visualizing Service Operations,” Journal of Service Research, Vol. 15, No. 2, pp. 182-198.

Document Type

Peer-Reviewed Article

Publication Date

2012

Publisher

Journal of Service Research

Language

English

College

Marriott School of Business

Department

Marketing

University Standing at Time of Publication

Full Professor

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