Service
Management
The
emergence of service management particularly in the field of
operations management has led me to examine the particular nature of
services and their underlying theoretical basis, and also to
empirically analyse the service delivery matrix.
- “Research
Themes, Concepts and Relationships: A study of International Journal of
Service
Industry Management in the past 11 years,” with Kah Hin Chai, NUS,
- “Evidence
for an
Integrated Product-Service Matrix: Developing the Tangible Dimension”,
POMS
2000, Production and Operations Management Society Annual Conference,
- “Conflict
at the
Interface: Mass-Customization Definitions for Operations Marketing and
Strategy”, Annual Conference of the European Operations Management
Association,
EurOMA01,
Ver 1.07