This study contributes to the technology management literature on the effects of IT on
operations processes by examining the use of systems based on Artificial Intelligence (AI) in …

Healthcare operates in a complex professional service environment that faces challenges in
delivering high quality and affordable care–a set of goals that some healthcare …

Hospitals are characterized by high levels of technical expertise as well as patient
interactions. In an attempt to improve their performance along these dimensions, hospitals …

This article conceptualizes service supply chains according to the Unified Service Theory,
which defines services as bidirectional supply chains that have customers both providing …

Purpose Content analysis is a methodology that has been used in many academic
disciplines as a means to extract quantitative measures from textual information. The …

Driven by rising consumerism and intensifying competition, the professional service firms
(PSFs), across the globe, are realising the significance of established continuous …

We explore how organizations leverage algorithms to improve knowledge work in contexts
where the tasks require skilled work, as distinct from routine tasks that have traditionally …

Projects are value creation mechanisms for organizations. In this paper, we build on service-
dominant logic theory to theorize how value is perceived and co-created by service …

This paper finds that OM's 'one-size-fits-all'characterization of professional services, namely
high levels of customer engagement, extensive customization, knowledge intensity, and low …

Purpose The purpose of this paper is to present exciting and innovative research questions
in service operations that are aligned with eight key themes and related topics determined …