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BUS5 147: Service Operations Management

A guide to resources to help you in your research

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.  

You can 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”

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

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."