Research Opportunities in Service Process Design

April 2002 | Metters, Rich

This paper presents an overview of the new issues and research opportunities related to four service operations design topics—the design of retail and e-tail service processes, design of service processes involving waiting lines and workforce staffing, service design for manufacturing, and re-engineering service processes. All four topics are motivated by new technologies (particularly web-based technologies) and require a multi-disciplinary approach to research. For each topic, the paper presents an overview of the topic, the relevant frameworks, and a discussion of the research opportunities.



  • Arthur V. Hill
  • Craig M. Froehle
  • David A. Collier
  • John C. Goodale,
  • Rohit Verma


New Issues and Opportunities in Service Design Research , Journal of Operations Management