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Richard B. Chase

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I've nominated the article for deletion. The version you have posted to mainspace was declined. Please address the issues mentioned before resubmitting it. If you want your article to survive: this is not the way to go about it. Jarkeld (talk) 22:37, 29 November 2010 (UTC)Reply

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Your article submission Richard Chase

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Richard B. Chase

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Richard B. Chase is Professor Emeritus of Operations Management Marshall School of Business, University of Southern California Ph.D., MBA, B.S., UCLA.

Active author and former professor Richard Chase specializes in service operations management which involves applying concepts from OM, organizational theory, and services marketing to the design of service processes. Most notably, he conceived of the customer contact theory for service organization design.

Chase has written extensive articles on the subject in Management Science and Operations Research, as well as being a primary author of the McGraw-Hill-published Production & Operations Management series. It is currently on its 13th edition and - with versions in seven different languages - is one of the world’s most widely used texts on the topic. Two of his Harvard Business Review articles, "Where Does the Customer Fit in a Service Operation?"[1] and "The Service Factory"[2] have been cited as classics[citation needed] and he was listed among the top 20 contributors in history operations management in the International Journal of Operations & Production Management,[citation needed] while the Journal of Retailing identified him as one of the leading scholars in services marketing.[citation needed] He is a Fellow of the Academy of Management [3] and Decision Sciences Institute [4], and POMS. His money back service guarantee [5] for his MBA course on Service Management received international attention in the business press.[citation needed] He has consulted or lectured to such companies as McKinsey Consulting, Disney Products Division, Dell Computers, Cisco Systems. He has also served on the faculties of the Harvard Business School, University of Arizona, UCLA, and IMD in Switzerland. His current work focuses on how management can use concepts from operations management and psychology to create exceptional service experiences.

Stepping away from text books, in 2013, Richard Chase with co-author Sriram Dasu released “The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business.”

Notable Honors

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2004

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Recognized as Scholar of the Year [6] by the POM Division of the Academy of Management.

2007

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Received a lifetime achievement award from the Production and Operations Management Society [7]

2009

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Honored as a major contributor to the field of service operations management in the January issue of the POMS Journal and also was awarded the Lovelock Award [8] for his contribution to services by the American Marketing Association.

2010

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Selected by the UCLA Anderson School of Management as one of only 100 individuals from among tens of thousands of alumni in their 100 Points of Impact [9] honors. This is bestowed upon alumni who have made a difference and inspired others.

Published works

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  • “Designing the Soft Side of Customer Service, (with S. Dasu) MIT Sloan Management Review, Fall 2010.
  • “Revisiting ‘Where does the Customer Fit in a Service Operation?’ Background and Future Development of Contact Theory", in P. Maglio et., al, Handbook of Service Science,2010.
  • “Experience, Destination Services and Service Operations Strategy: Foundations an Exploratory Investigation (with A. Roth and C. Voss), Production & Operations Management Journal, 2008.
  • “A History of Service Operations Management: What’s the Big Idea?” (with U. Apte), Journal of Operations Management, 2007.
  • “A Tale of Two Countries: Conservatism, Service Quality, and Feedback on Customer Satisfaction” (with C.Voss, et.al.), Journal of Service Research, 2004.
  • "Want to Perfect Your Company's Service? Use Behavioral Science" with S. Dasu) Harvard Business Review, 2001.

Bibliography

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  • Operations Management for Competitive Advantage (with N. Aquilano and R. Jacobs), McGraw-Hill/Irwin, Inc., 1973, 1977, 1981, 1985, 1989, 1992, 1995, 1998, 2000. (Among the three most widely adopted texts in Operations Management since 1974.) Reprinted in Spanish, Portuguese, Chinese, Simplified Chinese, and Russian.
  • Mistakeproofing--Designing the Errors Out of the System (with D. Stewart), Productivity Press, 1995. (Reprinted in Icelandic.)
  • Fundamentals of Operations Management (with N. Aquilano and M. Davis), McGraw-Hill/Irwin, Inc., 1991, 1994, 1998, 2000.
  • Service Management Effectiveness (with D. Bowen and T. Cummings), Jossey-Bass, 1990.
  • Management: A Life Cycle Approach (with D. Tansik and N. Aquilano), Richard D. Irwin, Inc., 1981.
  • Human Issues in Service Design (with Cook, Bowen, Dasu, Stewart, and Tansik), Journal of Operations Management, Vol 20, no. 1, May 2002.
  • Want to Perfect Your Company’s Service? Use Behavioral 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)
  • A Robust Approach for Improving Service Quality (with A. Soteriou), M&SOM, vol. 2, no. 3, Summer, 2000, 264-257.
  • Antecedents of New Service Development Effectiveness (with C. Froehle, A. Roth, and C.Voss), Journal of Service Research, vol 3., no. 1, August 2000, pp. 3-17. Finalist, Best Paper Award for 2000 – 2001.
  • The Impact of Human Error on Delivering Service Quality (with Doug Stewart), Production and Operations Management, vol. 8, no. 2, fall 1999, pp. 240 - 263.
  • How Do Financial Services Stack Up? Findings from a Benchmarking Study of the US Financial Service Sector (with A. Roth and C. Voss) in Creating Value in Financial Services (E. Melnick, et. al editors), Kluwer Publishers, 1999, pp. 427 - 446.
  • Service Operations Management: A Field Guide (with Ray Haynes), Handbook of Services Marketing, T. Swartz, editor, Sage Publications, 1999, pp. 455-471.
  • A Critical Evaluation of the New Service Development Process: Integrated Service Innovation and Service Process Design (with S. Johnson, L. Menor and A. Roth), in Service Product Development, J. Fitzsimmons and M. Fitzsimmons (eds.), 1999, pp. 1- 32.
  • 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, vol. 16, no. 3, 1998.
  • The Strategic Levers of Yield Management (with S. Kimes), Journal of Service Research, invited paper, vol. 1, no. 2, 1998, 495-508. Reprinted in C. Lovelock, Services Marketing, 4th ed., 2001.
  • Operations Management: Internationalization and Interdisciplinary Integration (with A. Zhang), International Journal of Operations and Production Management, invited paper on operations management development in the U.S., 1998.
  • The Mall is My Factory: Reflections of a Service Junkie, Production and Operations Management Society Journal, Vol. 5, No. 4, Winter 1996, pp. 298-308.
  • Constructing an Empirically Derived Measure for Customer Contact (with Deborah Kellogg), Management Science, 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.
  • A Production Planning and Scheduling System at an Environmental Laboratory (with S. Rajagopalan), International Journal of Production Economics (lead article), Volume 29, No. 1, 1993, pp. 125-138.
  • Failsafing Services (with D. Stewart), International Service Quality Handbook, E. Scheuing and W. Christopher, eds., American Management Association Books Division, 1993, pp. 347-357.
  • Service Based Manufacturing: The Service Factory (with R. Kumar and W. Youngdahl) Production and Operations Management , Vol. 1, No. 2, Spring 1992, pp. 175-184.
  • Applying Operations Strategy to Service Firms (with R. Hayes), in Advances in Service Management and Marketing: Research and Practice, Brown et.al editors, JAI Press, 1992, pp. 53-74.
  • Service by Design (with W. Youngdahl), Design Management Journal (keynote article), Vol. 3, No. 1, Winter 1992, pp. 9-15.
  • Beefing-Up Operations in Service Firms (with R. Hayes), Sloan Management Review, Vol. 33, No. 1, Fall 1991, pp. 33-39.
  • The Service Factory: A Future Vision, International Journal of Service Industry Management, Vol. 2, No. 3, 1991, pp. 60-70. Reprinted (with D. Garvin) in Quality Service Conference Proceedings, 1992.
  • Dimensioning the Service Factory, in J. Ettlie et al. (eds.), Manufacturing Strategy: The Research Agenda for the Next Decade, Kluwer Academic Publishers, 1990.
  • Service Quality and the Service Delivery System: A Diagnostic Framework (with D. Bowen), in Quality in Service, S. Brown and L. Crosby (eds.), Lexington Books, 1989.
  • 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 contemporary business books.) Reprinted in: Pisano, G. and R. Hayes, Manufacturing Renaissance, HBS Press, 1995. Simon, H.H., Industrial Dienstleistungen, Schaffer Poschel, Germany, 1993.
  • Service Management, Harvard Business School Press, 1991. Also in Japanese, Korean, and Italian. Integrating Operations and Human Resource Management in the Service Sector (with D. Bowen), in Strategy, Organization, Design, and Human Resource Management, C. Snow (ed.), JAI Press, 1989, pp. 293-329.
  • The Antecedents of Organizational Slack (with M. Sharfman, D. Tansik, and G. Wolf), Academy of Management Review, Vol. 13, No. 4, October 1988, pp. 601-614.
  • The Service Factory (with W. Erikson), Academy of Management Executive, Vol. II, No. 3, 1988, pp. 191-216 (lead article). (This is a completel different article from the one in the Harvard Business Review.) Reprinted in: Readings in Management, D. Rubenstein and R. Griffin (eds.), Houghton-Mifflin, 1989.
  • Operations Management: A Field Rediscovered (with E. Prentis), invited paper for the Journal of Management, (Vol. 13, No. 3, 1987, pp. 351-66.
  • A Sociotechnical Analysis of the Integrated Factory (with G. Susman), Journal of Applied Behavioral Science, special issue on sociotechnical systems, Vol. 22, No. 3, 1986, pp. 257-270.
  • The 10 Commandments of Service Management, invited paper for special productivity issue, Interfaces, Vol. 15, No. 3, May-June 1985, pp. 68-72. Reprinted in Institute for Spanish Executives Alumni Bulletin (in Spanish), 1986.
  • Designing High Contact Service Systems: Applications to Branches of a Savings and Loan (with G. Northcraft and G. Wolf), Decision Sciences, Vol. 15, No. 4, Fall 1984, pp. 542-555. (Nominated for the Stan Hardy Award for the outstanding OM paper in 1984.)
  • A Model for Managing Service Organization Demand at the Point of Delivery (with G. Northcraft), and Academy of Management Review, Vol. 10, No. 1, January 1985, pp. 66-85.
  • The Customer Contact Model for Organizational Design (with D. A. Tansik), Management Science, Vol. 29, No. 9, September 1983, pp. 1037-1050. Reprinted in Managing Service Quality, G. Clark (ed.), IFS Press, 1990.
  • Motivating the Client/Employee System as a Service Production Strategy (with Mills and Margulies), Academy of Management Review, Vol. 3, No. 2, 1983, pp. 301-310. Reprinted in Managing Services Marketing: Text and Readings, John Bateson (ed.), The Dryden Press, 1989.
  • The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions, Operations Research, special issue on Operations Management, Vol. 29, No. 4, July 1981, pp. 698-706. Reprinted in Managing Services: Marketing, Operations, and Human Resources, C. Lovelock (ed.), Prentice-Hall, 1988, 1992.
  • An Exploratory Study of Interrelationships Among Technological and Operational Variables in Paced Assembly Lines (with Kal Singhal), International Journal of Production Research, Vol. 9, No. 6, 1981, pp. 703-708.
  • A Classification and Evaluation of OM Research, invited paper, Journal of Operations Management, No. 1, August 1980, pp. 9-14. Reprinted in Journal of Production and Inventory Management, Vol. 22, No. 2, 2nd Quarter, 1981, pp. 49-58.
  • Where Does the Customer Fit in a Service Operation? Harvard Business Review, Vol. 56, No. 6, November-December 1978, pp. 137-142. (This is one of the three most cited papers in the field of services marketing according to the Journal of Retailing article by Berry, et al., Spring 1993.) Reprinted in: Classic
  • Readings in Operations Management, V.Sower, et. al Dryden (1995); Managing Services Marketing, J. Bateson (ed.), Dryden, 1992.
  • Services Marketing: Text, Cases, and Readings, C. Lovelock (ed.), Prentice-Hall, 1988. Harvard Business Review Series: Service Management, E. Sasser (ed.), 1979, pp. 13-18. Arizona Review, 2nd Quarter, 1979, pp. 16-21.
  • Advanced Management Reports (abstracted), January 1979, pp. 6-7.

References

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  1. ^ Richard B. Chase, Where Does the Customer Fit in a Service Operation?, Harvard Business Review
  2. ^ Chase, Richard B.; Garvin, David A., The Service Factory, Harvard Business Review
  3. ^ http://www.aomonline.org/aom.asp?ID=&page_ID=72
  4. ^ http://www.decisionsciences.org/people/fellow.asp
  5. ^ http://www.youtube.com/watch?v=Hc-nsNx72os
  6. ^ http://www.poms.org/2007/02/poms_fellows.html
  7. ^ http://www.poms.org/2006/10/awards.html
  8. ^ http://www.servsig.org/career.htm
  9. ^ http://www.anderson.ucla.edu/x33470.xml

Your submission at Articles for creation: Richard B. Chase (October 9)

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Your submission at Articles for creation: Richard B. Chase has been accepted

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Your draft article, Draft:StreamElements

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Your submission at Articles for creation: StreamElements (April 22)

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Your draft article, Draft:StreamElements

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Hello, Chase Patrick. It has been over six months since you last edited the Articles for Creation submission or Draft page you started, "StreamElements".

In accordance with our policy that Wikipedia is not for the indefinite hosting of material deemed unsuitable for the encyclopedia mainspace, the draft has been deleted. If you plan on working on it further and you wish to retrieve it, you can request its undeletion. An administrator will, in most cases, restore the submission so you can continue to work on it.

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