Title: Operations Management activities and operational performance in service firms

Authors: Daniel I. Prajogo, Mark Goh

Addresses: Department of Management, Monash University, P.O. Box 197, VIC 3141, Australia. ' NUS Business School, National University of Singapore, Singapore

Abstract: Recent years have witnessed a surge of interest in the application of operations management practices in a service context. This recognition, has, in turn, placed an emphasis on the question of where and how operations management related activities have influenced the operational performance of service firms. Our paper attempts to address this question. Drawing from the responses of a sample of 190 Australian service firms, our results suggest that the performance of a service firm is influenced significantly by operations scheduling, service process, and work measurement. Also, we found that service process has the strongest bearing on a firm|s performance.

Keywords: operations management; OM; service operations; path analysis; operational performance; services; Australia; operations scheduling; service process; work measurement.

DOI: 10.1504/IJSTM.2007.013943

International Journal of Services Technology and Management, 2007 Vol.8 No.6, pp.478 - 490

Available online: 04 Jun 2007 *

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