Development and Validations of a Holistic Service Operations Management Instrument

Abstract Studies in manufacturing areas have empirically indicated that good operational practices have led to superior operational performances. However, these studies have been overshadowed by manufacturing based management practices rather than services. In service operations management studies, over emphasis is being placed on service quality which is based on the customer's perceptions and expectations. Thus, there is a need to re-evaluate the approach towards the understanding of service operations management as a mechanism in achieving competitive advantage. To fill the void, this study is carried out in a service setting and is seen from the perspective of the service operations manager. The approach used in the study is both qualitative and quantitative. The procedures employed revealed six factors that are critical for the establishment of a holistic service operations management. Correlations analyses showed relatively strong relationship within the factors. Further unidimensionality, reliability and validity analysis concluded that the factors model fit well and represents a reasonably close approximation in the population. The study offers a systematic approach framework for the empirical understanding of operations management in a service setting.

[1]  Thomas Senaji,et al.  Knowledge Management Process Capability: Operations Strategy Perspective , 2011, BIOINFORMATICS 2011.

[2]  S. Ahire,et al.  The impact of design management and process management on quality: an empirical investigation , 2000 .

[3]  James C. Anderson,et al.  Predicting the performance of measures in a confirmatory factor analysis with a pretest assessment of their substantive validities. , 1991 .

[4]  B. Tabachnick,et al.  Using Multivariate Statistics , 1983 .

[5]  Barry Render,et al.  Operations Management , 2019, CCSP (ISC)2 Certified Cloud Security Professional Official Study Guide, 2nd Edition.

[6]  A. Roth,et al.  INSIGHTS INTO SERVICE OPERATIONS MANAGEMENT: A RESEARCH AGENDA , 2003 .

[7]  Richard E. Boyatzis,et al.  Transforming Qualitative Information: Thematic Analysis and Code Development , 1998 .

[8]  Roberto Filippini,et al.  TQM impact on quality conformance and customer satisfaction: A causal model , 1998 .

[9]  V. Mabert,et al.  Measuring the impact of part-time workers in service organizations , 1990 .

[10]  Michael Lewis,et al.  The two worlds of operations management research and practice: Can they meet, should they meet? , 2004 .

[11]  Hooshang M. Beheshti,et al.  The role of integrative technology in competitiveness , 2010 .

[12]  H. Kaiser.  A second generation little jiffy , 1970 .

[13]  Gilbert A. Churchill.  A Paradigm for Developing Better Measures of Marketing Constructs , 1979 .

[14]  Richard A. Johnson,et al.  Applied Multivariate Statistical Analysis , 1983 .

[15]  Masahiro Miyagawa,et al.  TQM practices of Japanese‐owned manufacturers in the USA and China , 2010 .

[16]  L. Cronbach.  Coefficient alpha and the internal structure of tests , 1951 .

[17]  R. Schmenner.  How can service businesses survive and prosper? , 1986, Sloan management review.

[18]  David Xiaosong Peng,et al.  The Impact of Information Technology Use on Plant Structure, Practices, and Performance: An Exploratory Study , 2010 .

[19]  David A. Tansik,et al.  The Customer Contact Model for Organization Design , 1983 .

[20]  Graham Clark,et al.  Service Operations Management: Improving Service Delivery , 2005 .

[21]  Mary J. Benner,et al.  Exploitation, Exploration, and Process Management: The Productivity Dilemma Revisited , 2003 .

[22]  Sanjay L. Ahire,et al.  Development and Validation of TQM Implementation Constructs , 1996 .

[23]  Ik-Whan G. Kwon,et al.  Relationship between supply chain performance and degree of linkage among supplier, internal integration, and customer , 2007 .

[24]  H. E. Tinsley,et al.  Uses of factor analysis in counseling psychology research. , 1987 .

[25]  Julie L. Ozanne,et al.  Alternative Ways of Seeking Knowledge in Consumer Research , 1988 .

[26]  F. David.  Strategic management: concept and cases , 2014 .

[27]  John Hattie,et al.  Methodology Review: Assessing Unidimensionality of Tests and ltenls , 1985 .

[28]  P. Chathoth.  The impact of information technology on hotel operations, service management and transaction costs: A conceptual framework for full-service hotel firms , 2007 .

[29]  Chin-Ju Tsai,et al.  High performance work systems and organizational performance: an empirical study of Taiwan's semiconductor design firms , 2006 .