The studies into the operations area support the evidence that developed economies are moving away from a focus on production to be dominated by the service economy. In order to identify what this means, a study was performed into the key themes of service management.

A study was performed to investigate the core themes of service research by analysing citations in the International Journal of Service Industry Management (IJSIM). Changes in the discipline’s sub-fields are identified which also include emerging topics. Network and factor analysis are used to analyse and group the data. The study identifies that the core ideas of service research centred on service quality and customer satisfaction. 

Alan Pilkington
Chai K.H., ISE, NUS Singapore