The Unified Services Theory Approach to Service Operations Management
نویسندگان
چکیده
Over the years, various authors have proposed frameworks for conceptualizing service operations management. One such framework is the “Unified Services Theory” (UST). While it is not the only framework, it is arguably the most useful. It unequivocally differentiates between service and manufacturing operations issues. It provides a perspective for analyzing any service process. All other operations management issues unique to service are derivatives of the UST. This presentation will discuss the various merits of the UST, implications of the UST for services management research, and how the UST can be used as the basis for Service Operations Management curriculum. Scott E. Sampson Marriott School of Management Brigham Young University Provo, UT 84602 [email protected]
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