Contents
Contents
Department of Information and Operations Management
University of Southern California
My Textbook: Production
and Operations Management
For email, you can reach me at rchase@marshall.usc.edu
My mailing address is:
Information and Operations Management
Marshall School of Business
University of Southern California
Los Angeles, CA 90089-1421
Office phone: (213) 740-0184
Fax: (213) 740-7313
The Science of Service Research Project.
Want to Perfect Your Company's Service? Use Behaviroal Science (with S. Dasu), Harvard Business Review, June 2001, pp. 78 - 85. (Cited in The 2002 List: "Breakthrough Ideas for Today's Business Agenda", HBR, March 2002).
Identifying Desirable Ranges of Customer Contact to Manage Service Quality (with A. Soteriou), Western DSI Conference Proceedings, 1995 (winner of Best Application Award). Journal of Operations Management, July 1998.
The Strategic Levers of Yield Management (with S. Kimes), Journal
of Service Research, invited paper, forthcoming 1998.
The Mall is My Factory: Reflections of a Service Junkie,
Journal of Production and Operations Management, Vol. 5, No. 4,
Winter 1996, pp. 298-308.
Constructing an Empirically Derived Measure for Customer Contact (with Deborah Kellogg), Management Science special issue on Service Management, November 1995, pp. 1734-1749.
Make Your Service Failsafe (with D. Stewart), Sloan Management Review, Vol. 35, No. 3, Spring 1994, pp. 35-44.
Reprinted as So gestalten Sie Ihren Service pannensicher, Harvard Business Manager, 2nd Quarter, 1995, pp. 81-94.
An Exploratory Investigation of the Interdependence Between Marketing and Operations Functions in Service Firms (with J. Mahajan, A. Vakharia, and P. Paul) (lead article), International Journal of Research in Marketing, Vol. 11, 1994, pp. 1-15.
Service Quality Deployment: Quality Service by Design (with R. Behara), in Perspectives in Operations Management (conference in honor of Elwood S. Buffa, UCLA, November 1991), R. K. Sarin, ed., Kluwer Publishing, 1993, pp. 87-99.
Service Based Manufacturing: The Service Factory (with R. Kumar and W. Youngdahl) Journal of Production and Operations Management, Vol. 1, No. 2, Spring 1992, pp. 175-184.
Beefing-Up Operations in Service Firms (with R. Hayes), Sloan Management Review, Vol. 33, No. 1, Fall 1991, pp. 33-39.
The Service Factory (with D. Garvin), Harvard Business Review,
July-August 1989 (lead article), pp. 61-69. (Highlighted in Tom Peters'
Liberation Management, and other current business books.)
Dr. Richard B. Chase is Justin B. Dart Professor of Operations Management and Director of the Center for Service Excellence at the Marshall School of Business, University of Southern California. He received his Ph.D. in Operations Management, as well as an MBA and B.S. from UCLA. He has taught at the Harvard Business School, IMD (Switzerland), and the University of Arizona.
He is co-author with N. Aquilano and R. Jacobs of Operations
Management: Manufacturing and Services (9th
edition), which has been one of the top three sellers since its first edition
in 1973. His research examines service process design and service strategy.
Two of his Harvard Business Review articles, "Where Does the Customer
Fit in a Service Operation?" and "The Service Factory" (with D. Garvin)
have been cited as classics. His work has been quoted in Tom Peters' Liberation
Management and Davidow and Malone's The Virtual Organization,
and most recently in Heskett et al., The Service Profit Chain. He
was listed among the top 20 contributors in the history of operations management
in a recent International Journal of Operations and Production Management
survey of academics in the field, and the Journal of Retailing identified
him as one of the leading scholars in services marketing. Some of his recent
articles include "Beefing Up Operations in Service Firms" (with R. Hayes),
"Make Your Service Failsafe" (with D. Stewart) both in the Sloan Management
Review, and "The Mall is My Factory: Reflections of a Service Junkie"
in Production and Operations Management. He is a Fellow of the Academy
of Management and the Decision Sciences Institute. He was also an Examiner
for the Malcolm Baldrige National Quality Award.
Dr. Chase has lectured/consulted recently on service
and excellence to such organizations as General Electric, the Southern
California Gas Company, the Cato Institute, the Conference Board, Aloha
Airlines, The Davies Group, and the American Marketing Association. He
has developed executive programs for Honeywell, IBM, and DEC. His money
back service guarantee for his MBA course on Service Management has received
international attention in the business press. He has recently completed
"Service in the U.S.," with Aleda Roth and Chris Voss, a major services
benchmarking project examining financial services as well as others sponsored
by Severn Trent and the British Ministry of Trade.
Travel, Fitness, Collecting Ephemera, including bobbin-head dolls and sports memorabilia McDonald's
placemats from around the world.
Last Revised: May 13, 2002