Getting Started
Your course covers the following topics:formal standards for product attributes and operating procedures that comprise service experience;categories of services; indirect and direct consumption; psychological/social characteristics of the consumer/server encounters;enhancing ability to monitor service quality; and total quality management.
This guide is designed to point you to the library resources that are most useful when researching these topics.
Getting Started with Service Operations Management Research
When you are ready to gather information on your topic, we recommend you search in our databases.
Youcan research service operations processes by combining the process (for example, "inventory management") with the company or industry name (for example, Marriott or "hospitality industry"). Here's a list of some service operation topics you can use in your search:
"capacity planning"
"consumer behavior"
"customer relations"
"customer satisfaction"
"customer services"
"quality of service"
"service blueprint"
"service concept"
"service delivery"
"service encounters"
"service inventory"
"service process"
"service quality"
"service strategy"
“capacity management”
“facility layout”
“facility location”
“inventory management”
“operations scheduling”
"process flows"
"process improvement"
“productivity improvement”
"queuing models"
"supply and demand"
“supplier selection”
blueprinting
marketing
staffing
Do use the quotation marks. This will tell the database that you are searching for a phrase, not two separate words wherever they appear.
If these don't work for you, try synonyms or brainstorm other phrases then combined with your company or industry name.
News and Trade Resources
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U.S. Newsstream This link opens in a new windowIt includes full-text of major newspapers such as Wall Street Journal, Washington Post, Los Angeles Times, Financial Times, etc.
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NewsBank California Collection This link opens in a new windowA collection featuring California news sources including newspapers, university and college newspapers, web only content, blogs, newswires, and America's News magazines. The collection includes San Jose Mercury News.
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Regional Business News This link opens in a new window
Business news from local English-language business journals, newspapers and newswires covering many metropolitan and rural areas within the United States and Canada.
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Factiva This link opens in a new windowGeneral news and company, industry, and other business information (mostly full-text) from newspapers, newswires, magazines, trade journals in 22 languages from 118 countries. Also includes color photos from Reuters and Knight-Ridder publications, company reports, SEC filings, web contents, and transcripts from BBC, ABC, CBS, NBC, Fox, CNN, NPR and more.
What's a NAICS Code?
NAICS stands for North American Industry Classification System. NAICS (rhymes with "rakes") is the system created by the Census Bureau to organize industries by what they do. A NAICS code can be 2 to 6 numbers long, and the longer the NAICS code, the more specific it is.
For example, 335 is the NAICS code for "Electrical Equipment, Appliance, and Component Manufacturing" whereas 335110 is the NAICS code for the much more specific "Automotive light bulbs manufacturing."