Laundry detergent Essay

A ballad A ballad is a rhyming narrative poem written in a form that can be sung to music. Ballads most often use the rhyme scheme abcb. This means that in a group of four lines, the second line rhymes with the fourth one. The first and third line do not rhyme. Here’s part of a ballad by William Blake (1757-1827). I have written the letters a, b, and c to mark the end rhymes. The Maiden caught me in the Wild,(a) Where I was dancing merrily;(b) She put me into her Cabinet,(c) And Lockd me up with a golden key. (b) Poem types – write a ballad! Topic ideas: A time you fell in love at first sight†¦ or thought you did. A car accident. A time you received bad news. Don’t tell the reader how you felt about the news. Instead, show the details of the place and situation where you heard the news, doing this in a way that expresses your feelings. Think of how, in movies, the camera zooms in on objects to create a mood. See if you can do the same thing in the poem. A Definition Of Poetry What is poetry? The question â€Å"What is poetry† used to be easier to answer. If it rhymed and had a regular meter (a type of rhythm), it probably was a poem. As they say, â€Å"If it walks like a duck, quacks like a duck, looks like a duck, it must be a duck. † These days, not all poems rhyme or fit into standard forms. And if you look for a response to the question, â€Å"What is poetry? † you’ll find lots of musings about how extremely important and meaningful poetry is, how it’s the true essence of our world, the oxygen that keeps us alive, etc. Some of this is interesting, but most of it isn’t very helpful if what you’re looking for is an actual explanation. One reason why it’s so hard to get a straight answer on the subject is that people disagree about what should and shouldn’t be considered poetry. Here are some general differences between poetry and prose (prose is writing that’s not poetry), that you can use as a practical definition of poetry. Definition of poetry – line structure: The easiest way to recognize poetry is that it usually looks like poetry (remember what they say about ducks). While prose is organized with sentences and paragraphs, poetry is normally organized into lines. Here’s part of a poem by Robert Herrick (1591–1674). See how it looks like poetry? Gather ye rosebuds while ye may, Old Time is still a-flying: And this same flower that smiles to-day To-morrow will be dying. The glorious lamp of heaven, the sun, The higher he ‘s a-getting, The sooner will his race be run, And nearer he ‘s to setting. Now here’s the same part of the poem, organized in a paragraph as if it were prose. Gather ye rosebuds while ye may, Old Time is still a-flying: and this same flower that smiles to-day to-morrow will be dying. The glorious lamp of heaven, the sun, the higher he ‘s a-getting, the sooner will his race be run, and nearer he ‘s to setting. If you print a page in prose, the ends of the lines depend on where the margin is. With a bigger font size or a bigger margin, the lines are shorter. But in poetry, the poet decides where the lines end. This choice is an essential part of how we hear and see a poem. It affects how fast or slowly we read, and where we pause when we’re reading. It causes certain words to stand out more or less. It affects the way the poem looks to us on the page; for example, is there a lot of white space, giving us a feeling of lightness and air, or are the words packed solidly together? Definition of poetry – importance of physical aspects of language: Poetry, more than prose, communicates through the way the words sound and way the poem looks on the page. Think of how music can make us feel things – angry, irritable, peaceful, sad, triumphant. Poems work in the same way, but instead of sound and rhythm created by instruments, they use the sound and rhythm of words. In songs with good lyrics, the melody combines with the words to create an intense feeling. Similarly, in poetry, thesound of the words works together with their meaning for more emotional impact. The look of the poem on the page adds still another dimension. Some poems have smooth shapes, some have delicate shapes, some have heavy, dense shapes. The breaks in the lines lead our eyes to certain areas. There are even poems with shapes that intentionally imitate what the poem is about, for example, a poem about a waterfall could have lines that trickle down the page. Definition of Poetry – concentrated language: The words in poems are doing several jobs at the same time. They do one thing with their meaning, and another thing with their sound. Even their meaning may be working on more than one level. An important characteristic of poetry is compression, or concentrated language. I don’t mean â€Å"concentrated† in the sense of paying close attention. I mean it in the sense of concentrated laundry detergent, or concentrated orange juice. A half-cup of concentrated laundry detergent does the same work as a cup of regular detergent; a poem typically gets across as much meaning as a larger amount of prose. Concentrated orange juice has the water taken out; a good poem has similarly been intensified by removing the non-essential words. This is one reason why poems are often short. Definition of poetry – emotional or irrational connection: Prose normally talks to the logical part of the reader’s mind. It explains and describes things; it makes sense. Poetry does all this too, but it also tends to work at an emotional or irrational level at the same time. Often, some part of a poem seems to speak directly to the readers’ emotions. It gives readers a peaceful feeling or an eerie feeling, goosebumps, or it makes them want to cry, even though they may not be sure why they are reacting this way. One way that poems do this is through the use of sound. Poems also tend to suggest things beyond what they actually say; often what causes the strongest emotions is not what the poem describes, but what it make the reader imagine. Some parts of poems come like dreams from deep places in the mind that even the poet may not understand, and they touch something similarly deep in the reader. A few quotes on the definition of poetry Percy Bysshe Shelley: â€Å"Poetry lifts the veil from the hidden beauty of the world, and makes familiar objects be as if they were not familiar. † Here, Shelley points out an important aspect of poetry, which is to find fresh ways of looking at things we think we know well. † Sir Philip Sidney: â€Å"Poetry is a speaking picture†¦ † This idea emphasizes the physical aspect of a poem, that it’s a piece of artwork made out of words. Adrienne Rich: â€Å"Poetry is above all a concentration of the power of language, which is the power of our ultimate relationship to everything in the universe†¦. † She means â€Å"concentrated† in the sense of concentrated laundry detergent. Language, she says, is our way of relating to the universe. So by strengthening language, poetry strengthens our relationship with the universe. Jean Cocteau: â€Å"Poetry is indispensible – if I only knew what for. â€Å"

A Note on the Growth of Research in Service Operations Management

PRODUCTION AND OPERATIONS MANAGEMENT Vol. 16, No. 6, November-December 2007, pp. 780 –790 issn 1059-1478 07 1606 780$1. 25 POMS doi 10. 3401/poms.  © 2007 Production and Operations Management Society A Note on the Growth of Research in Service Operations Management Jeffery S. Smith †¢ Kirk R. Karwan †¢ Robert E. MarklandDepartment of Marketing, Florida State University, Rovetta Business Building, Tallahassee, Florida 32306, USA Department of Business and Accounting, Furman University, 3300 Poinsett Highway, Greenville, South Carolina 29613, USA Management Science Department, Moore School of Business, University of South Carolina, 1705 College Street, Columbia, South Carolina 29208, USA [email  protected] fsu. edu †¢kirk. [email  protected] edu †¢[email  protected] sc. edu e present an empirical assessment of the productivity of individuals and institutions in terms of service operations management (SOM) research.We reviewed ? ve mainstream operation s management journals over a 17-year time period to generate a sample of 463 articles related to service operations. The results indicate that SOM research has been growing and key contributions are being made by an array of researchers and institutions. Key words: research productivity; research review; service operations Submissions and Acceptance: Original submission: Received November 2005; revisions received July 2006 and October 2007; accepted October 2007 by Aleda Roth. W 1. IntroductionThe transformation of industrialized economies from a manufacturing base to a service orientation is a continuing phenomenon. The trend is readily apparent in the United States where, by virtually all accounts, over 80% of private sector employment is engaged in some sort of service work (Karmarkar, 2004). Despite this, observers of research in operations management (OM) have long been critical of the ? eld for not transitioning in a similar manner. One study by Pannirselvam et al. (1999) revi ewed 1,754 articles between 1992 and 1997 in seven key OM journals and reported only 53 (2. 7%) addressed service-related problems.Roth and Menor (2003) also voiced concern about a paucity of research in presenting a Service Operations Management (SOM) research agenda for the future. Regardless of the exact ? gures, there is clearly enormous potential and need for research in the service operations arena. Recent developments within the discipline are encouraging. For example, Production and Operations Management (POM) and the Production and Operations Management Society (POMS) have taken several steps to facilitate research in service operations. First, the journal recently published three focused issues on 780 service operations.Second, POMS created a society subdivision, the College of Service Operations, that has hosted several national and international meetings. Finally, the journal now has an autonomous editorial department dedicated to service operations. Other initiatives to promote the service operations management ? eld include the establishment of IBM’s Service Science, Management, and Engineering initiative (Spohrer et al. , 2007) and the Institute for Operations Research and Management Science Section on Service Science. To a large extent, the service operations ? eld has long been considered to occupy a niche within operations management.If service operations management researchers are to establish themselves ? rmly within the OM community, it is our contention that their theoretical contributions to leading academic journals must be more widely recognized and their relevance to practice acknowledged. As a part of the effort to encourage this progress, the purpose of this note is twofold: (1) to demonstrate that published work in the key operations journals is indeed showing an upward trend and (2) to facilitate research of individual scholars by identifying the individuals and institutions that have contributed most to the ? ld of service operations. Smith, Karwan, and Markland: Growth of Research in Service Operations Management Production and Operations Management 16(6), pp. 780 –790,  © 2007 Production and Operations Management Society 781 2. Methodology and Results Although much more complex mechanisms exist to measure â€Å"contribution,† we relied on a straightforward approach to assess contributions by individuals and institutions. We considered four issues: (1) the time frame for the review, (2) the journals to be included, (3) the metric for productivity, and (4) the means to identify the articles to be included.First, we selected a 17-year time frame beginning with 1990 and running through 2006 because we believed that this interval would provide a comprehensive picture of the service operations ? eld as it has developed, as well as an opportunity to detect any overall trends. Next, we limited our assessment to the outlets identi? ed by the University of Texas at Dallas as the premier journ als in operations management (see http://citm. utdallas. edu/ utdrankings/).These include 3 journals dedicated to OM, the Journal of Operations Management (JOM), Manufacturing and Service Operations Management (MSOM), and POM, and two multidisciplinary journals, Management Science (MS) and Operations Research (OR). Third, we assessed scholarly productivity by counting the number of research articles attributable to both individuals and their academic institutions, assigning a weight of 1/n to an author and his or her institution if an article had multiple (â€Å"n†) authors. The ? al issue to determine was what constituted a SOM article. We ? rst eliminated any article or research note that centered on agriculture, mining, or manufacturing. Then, two authors served as independent judges to determine whether an article employed an operations focus while addressing a service-speci? c problem or situation. In cases where there was disTable 1 Year 1990 1991 1992 1993 1994 1995 19 96 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 Totals Service % agreement between the two raters, the third author made the ? al decision. Consequently, an article was excluded if it developed a generic operations model or involved an operations topic that was discussed in a general way and was applicable in either a manufacturing or a service environment. When an article made speci? c reference to service contexts and elaborated on them, it was included. To clarify this point, consider the case of an article investigating an inventory-positioning policy between a manufacturer and a series of retailers.The article would be included as pertaining to service operations if it took the perspective of the retail operation but would be excluded if it took the manufacturing viewpoint. Using this methodology, we identi? ed 463 distinct service operations articles (see the Appendix for a complete list) and recorded information on the author(s) and author af? liation(s) at the time of p ublication. The numerical summary of articles is shown in Table 1, with each journal’s share of service operations articles.Over the 17-year period JOM, MSOM, and POM all exceeded 15% of service articles with respect to the total number of articles published, with OR and MS publishing somewhat smaller percentages. Additionally, there is an upward trend in the total number of service articles appearing in all ? ve journals, with a marked increase in the past 3 years (see Figure 1). With regard to JOM and POM, part of this move is attributable to the publication of special issues, which is a positive development because it demonstrates a heightened emphasis originating at the editorial level.The total number of individuals appearing in the sample pool was 799. In Table 2, we list 27 individuals Distribution of Service Operations Publications by Selected Journal and Year JOM 4 1 n/a 2 1 4 3 1 3 3 6 5 8 3 7 11 13 75 15. 4 MS 3 9 5 4 5 12 4 8 11 15 5 7 3 4 11 16 13 135 6. 5 MSOM n /a n/a n/a n/a n/a n/a n/a n/a n/a 0 3 5 3 1 5 5 6 28 16. 8 OR 10 5 10 12 6 8 6 7 10 5 9 5 8 6 11 16 16 150 10. 1 POM n/a n/a 3 1 2 3 3 2 3 11 2 4 4 14 11 3 9 75 17. 9 Total 17 15 18 19 14 27 16 18 27 34 25 26 26 28 45 51 57 463 Service % 7. 0 6. 7 6. 6 7. 8 5. 9 8. 9 6. 3 7. 0 9. 2 12. 5 9. 0 9. 2 8. 8 10. 7 15. 17. 2 17. 2 10. 0 Note. n/a (not applicable) indicates that no issue was published in the speci? c journal in the target year; totals indicate the sum of all service operations articles in the noted year/journal; service % indicates the representation of service articles in comparison to the total number of articles published. 782 Figure 1 Smith, Karwan, and Markland: Growth of Research in Service Operations Management Production and Operations Management 16(6), pp. 780 –790,  © 2007 Production and Operations Management Society Distribution of Service Articles over the Investigation Period 70Number of Service Articles 60 50 40 30 20 10 2001 2004 1990 1993 1995 1998 2000 2002 2003 1994 1999 1991 1992 1996 1997 Year who contributed the most articles on SOM in the ? ve journals. We conducted the same analysis by institution, and it resulted in 343 organizations appearing in the sample. Columbia University contributed the most articles, with a score of 16. 17. Massachusetts Institute of Technology, the University of Minnesota, and the University of Pennsylvania followed with productivity scores greater than 12. Table 3 lists the remainder of the 26 most productive institutions.Although clearly dependent upon the journals within the sample, an important conclusion that might Table 2 Name Ward Whitt Gary Thompson Stefanos Zenios Scott Sampson Richard Chase Arnold Barnett Kenneth Boyer Arthur Hill Aleda Roth Robert Shumsky Dimitris Bertsimas Susan Meyer Goldstein Julie Hays Ananth Iyer Andreas Soteriou Cynthia Barnhart Vishal Gaur Deborah Kellogg Larry Jacobs Marshall Fisher Francois Soumis William L Cooper Jean Harvey Serguei Netessine Gerard Cacho n Kingshuk Sinha Avishai Mandelbaum Individual Author Contributions Productivity score 8. 0 5. 50 3. 33 3. 33 3. 17 2. 90 2. 67 2. 67 2. 67 2. 53 2. 50 2. 50 2. 50 2. 50 2. 50 2. 42 2. 33 2. 25 2. 20 2. 17 2. 03 2. 00 2. 00 2. 00 1. 83 1. 83 1. 83 be drawn from Tables 2 and 3 is that the key contributions in SOM research are diverse and originate from a broad array of authors and institutions. Many of these authors and institutions are known to approach the ? eld from normative or prescriptive perspectives and others from more empirical or descriptive perspectives.In fact, Gupta, Verma, and Victorino (2006) recently noted that much of the growth in service research has come from studies that completely or partially employed empirical research methodologies. This increased emphasis on empirical studies bodes well for the â€Å"new† and growing ? eld. Table 3 Institution Institutional Contributions Productivity score 16. 17 16. 05 13. 41 12. 17 8. 75 8. 15 6. 75 6. 67 6. 67 6. 17 5. 77 5. 67 5. 67 5. 58 5. 50 5. 42 4. 95 4. 87 4. 75 4. 70 4. 50 4. 50 4. 42 4. 33 4. 33 4. 08Columbia University Massachusetts Institute of Technology University of Minnesota University of Pennsylvania University of Southern California Michigan State University University of Texas at Austin Stanford University Purdue University Cornell University Carnegie Mellon University University of North Carolina at Chapel Hill Georgia Institute of Technology University of Utah New York University Harvard University Northern Illinois University University of Rochester Southern Methodist University Naval Postgraduate School AT&T University of Cyprus University of California at Los Angeles University of Maryland Vanderbilt University University of Michigan 2006 2005Smith, Karwan, and Markland: Growth of Research in Service Operations Management Production and Operations Management 16(6), pp. 780 –790,  © 2007 Production and Operations Management Society 783 3. Concluding Comments â € ¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ A variety of forces appear to be stimulating a longexpected increase in research emphasis on service operations management. Because service organizations and issues increasingly dominate the global economy, a greater emphasis on SOM research seems important and inevitable. With operations management journals and related professional societies simultaneously providing visibility for researchers and their efforts, it is likely that we will move forward toward a clearer and more robust SOM research paradigm.Acknowledgments We thank the anonymous reviewers and the editorial team for their insightful comments on earlier drafts of this paper. †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Appendix Journal of Operations Management †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Davis, 1990, An analysis of customer satisfaction with waiting times in a two-stage service process. Mabert, 1990, Measuring the impact of part-time workers in service organizations. Mersha, 1990, Enhancing the customer contact model. Thompson, 1990, Shift scheduling in services when employees have limited availability. Haynes, 1991, Management of technology in service ? rms. Banker, 1993, Integrated system design and operational decisions for service sector outlets.Thompson, 1993, Accounting for the multi-period impact of service when determining employee requirements for labor scheduling. Rajagopalan, 1994, Retail stocking decisions with order and stock sales. Heineke, 1995, Strategic operations management decisions and professional performance in U. S. HMOs. Karmarkar, 1995, Service markets and competition. Kellogg, 1995, A framework for strategic service management. Thompson, 1995, Labor scheduling using NPV estimates of the marginal bene? t of additional labor capacity. Archer, 1996, Consumer response to service and product quality. Butler, 1996, The operations management role in hospital strategic planning. Klassen, 1996, Scheduling outpatient appointments in a dynamic environment.Youngdahl, 1997, The relationship between service customers’ quality assurance behaviors, satisfaction, and effort. Harvey, 1998, Service quality. Narasimhan, 1998, Reengineering service operations. Soteriou, 1998, Linking the customer contact model to service quality. Simons, 1999, Process design in a down-sizing service operation. Smith, 1999, The relationship of strategy, ? t, productivity, and business performance in a services setting. Stank, 1999, Effect of service supplier performance on †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ satisfaction and loyalty of store managers in the fast food industry. Ketzenberg, 2000, Inventory policy for dense retail outlets. Metters, 2000, A typology of de-coupli ng strategies in mixed services.Miller, 2000, Service recovery. Sarkis, 2000, An analysis of the operational ef? ciency of major airports in the United States. Seung-Chul, 2000, Flexible bed allocation and performance in the intensive care unit. Verma, 2000, Con? gurations of low-contact services. Boone, 2001, The effect of information technology on learning in professional service organizations. Hays, 2001, A preliminary investigation of the relationships between employee motivation/vision, service learning, and perceived service quality. McFadden, 2001, Operations safety. Meyer-Goldstein, 2001, An empirical test of the causal relationships in the Baldrige Health Care Pilot Criteria.Pullman, 2001, Service design and operations strategy formulation in multicultural markets. Boyer, 2002, E-services. Cook, 2002, Human issues in service design. Hill, 2002, Research opportunities in service process design. Li, 2002, The impact of strategic operations management decisions on community ho spital performance. Menor, 2002, New service development. Meyer-Goldstein, 2002, The effect of location, strategy, and operations technology on hospital performance. Meyer-Goldstein, 2002, The service concept. Simons, 2002, A case study of batching in a mass service operation. Detert, 2003, The measurement of quality management culture in schools. Sa? zadeh, 2003, An empirical analysis of ? ancial services processes with a front-of? ce or back-of? ce orientation. Youngdahl, 2003, Revisiting customer participation in service encounters. Frohle, 2004, New measurement scales for evaluating perceptions of the technology-mediated customer service experience. Pagell, 2004, Assessing the impact of alternative manufacturing layouts in a service setting. Rabinovich, 2004, Physical distribution service quality in internet retailing: Service pricing, transaction attributes, and ? rm attributes. Stuart, 2004, Toward an integrative approach to designing service experiences. Sun, 2004, Assessing joint maintenance shops in the Taiwanese Army using data envelop analysis.Tucker, 2004, The impact of operational failures on hospital nurses and their patients. Zhao, 2004, Quality management and organizational context in selected service industries of China. Boyer, 2005, Extending the supply chain. Chesteen, 2005, Comparing quality of care in non-pro? t and for-pro? t nursing homes. Jambulingam, 2005, Entrepreneurial orientation as a basis for classi? cation within a service industry. 784 †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Smith, Karwan, and Markland: Growth of Research in Service Operations Management Production and Operations Management 16(6), pp. 780 –790,  © 2007 Production and Operations Management Society †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢Kimes, 2005, An evaluation of heuristic methods for determining the best table mix in full-se rvice restaurants. Meyer-Goldstein, 2005, Linking publicness to operations management practices. Narasimhan, 2005, Ef? cient service location design in government services. Olson, 2005, Operational, economic and mission elements in not-for-pro? t organizations. Thirumalai, 2005, Customer satisfaction with order ful? llment in retail supply chains. Thompson, 2005, Using information on unconstrained student demand to improve university course schedules. Voss, 2005, Managerial choice and performance in service management. Wisner, 2005, The service volunteer–loyalty chain.Apte, 2006, Analysis and improvement of delivery operations at the San Francisco public library. Boyer, 2006, Customer behavioral intentions for online purchases. de Treville, 2006, Applying operations management logic and tools to save lives. Dilts, 2006, Impact of role in the decision to fail. Gowen, 2006, Exploring the ef? cacy of healthcare quality practices, employee commitment, and employee control. Hays, 2006, Service guarantee strength. Hume, 2006, Understanding the service experience in nonpro? t performing arts. Karwan, 2006, Integrating service design principles and information technology to improve delivery and productivity in public sector operations. Li, 2006, Hospital technology and nurse staf? ng management decisions.Sampson, 2006, Optimization of volunteer labor assignments. Simpson, 2006, Modeling of residential structure ? re response. Sulek, 2006, Measuring performance in multi-stage service operations. Verma, 2006, Using a market-utility-based approach to designing public services. †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Management Science †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Batta, 1990, Covering-location models for emergency situation that require mult iple response units. Bechtold, 1990, Implicit modeling of ? exible break assignments in optimal shift scheduling. Psaraftis, 1990, Routing and scheduling on a shoreline with release times. Abramson, 1991, Constructing school timetables using simulated annealing.Bard, 1991, Designing telecommunications networks for the reseller market. Domich, 1991, Locating tax facilities. Easton, 1991, Suf? cient working subsets for the tour scheduling problem. Jagannathan, 1991, Storing crossmatched blood. Lovell, 1991, The allocation of consumer incentives to meet simultaneous sales quotas. Mandell, 1991, Modeling effectiveness– equity trade-offs in public service delivery systems. Ray, 1991, Resource-use ef? ciency in public schools. Simms, 1991, An information processing model of a police organization. Gleeson, 1992, Renovation of public housing. Ho, 1992, Minimizing total cost in scheduling outpatient appointments.Rabinowitz, 1992, A nonlinear heuristic short-term model for hydroelectri c energy production. Sherali, 1992, An integrated simulation and dynamic programming approach for determining optimal runway exit locations. Whitt, 1992, Understanding the ef? ciency of multi-server service systems. Grabowski, 1993, An expert system for maritime pilots. Graves, 1993, Flight crew scheduling. Hoffman, 1993, Solving airline crew scheduling problems by branch-and-cut. Moskowitz, 1993, A multistage screening model for evaluation and control of misclassi? cation error in the detection of hypertension. Brimberg, 1994, Economic development of groundwater in arid zones with applications to the Negev Desert, Israel.Jarrah, 1994, Equipment selection and machine scheduling in general mail facilities. Jarrah, 1994, Solving large-scale tour scheduling problems. Krass, 1994, A network model to maximize Navy personnel readiness and its solution. Lynch, 1994, Regulatory measurement and evaluation of telephone service quality. Apte, 1995, Global disaggregation of information-intensiv e services. Darr, 1995, The acquisition, transfer, and depreciation of knowledge in service organizations. Fladmoe-Lindquist, 1995, Control modes in international service operations. Kellogg, 1995, Constructing an empirically derived measure for customer contact. McLaughlin, 1995, Professional service organizations and focus.O’Kelley, 1995, Lower bounds for the hub location problem. Peterson, 1995, Models and algorithms for transient queuing congestions at airports. Roth, 1995, Strategic determinants of service quality and performance. Sampson, 1995, Increasing service levels in conference and educational scheduling. Sulek, 1995, The impact of a customer service intervention and facility design on ? rm performance. Swersey, 1995, An integer programming model for locating vehicle emissions testing stations. Thompson, 1995, Improved implicit optimal modeling of the labor shift scheduling problem. Ahn, 1996, Involving patients in the cadaveric kidney transplant allocation proces s. Dittus, 996, Medical resident work schedules. Gerchak, 1996, Reservation planning for elective surgery under uncertain demand for emergency surgery. Jacobs, 1996, Overlapping start-time bands in implicit tour scheduling. Smith, Karwan, and Markland: Growth of Research in Service Operations Management Production and Operations Management 16(6), pp. 780 –790,  © 2007 Production and Operations Management Society †¢ †¢ †¢ †¢ †¢ †¢ 785 †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Archibald, 1997, An optimal policy for a two depot inventory problem with stock transfer. Desaulniers, 1997, Daily aircraft routing and scheduling. Eisenstein, 1997, Garbage collection in Chicago.Gavish, 1997, LEOS—Optimal satellite launch policies. Mukhopadhyay, 1997, Information technology impact on process ou tput and quality. Sherali, 1997, Static and dynamic time-space strategic models and algorithms for multilevel rail-car ? eet management. Sueyoshi, 1997, Measuring ef? ciencies and returns to scale of Nippon Telegraph & Telephone in production and cost analyses. Wilhelm, 1997, Prescribing tactical response for oil spill cleanup operations. Athanassopoulos, 1998, Decision support for target-based resource allocation of public services in multiunit and multilevel systems. Berk, 1998, The impact of discharge decisions on health care quality.Brusco, 1998, Personnel tour scheduling when startingtime restrictions are present. Gilbert, 1998, Incentive effects favor nonconsolidating queues in a service system. Laguna, 1998, Applying robust optimization to capacity expansion of one location in telecommunications with demand uncertainty. Lewis, 1998, Staf? ng and allocation of workers in an administrative of? ce. Lipscomb, 1998, Combining expert judgment by hierarchical modeling. Lobel, 1998, Vehicle scheduling in public transit and Lagrangean pricing. Mandelbaum, 1998, On pooling in queuing networks. Reddy, 1998, SPOT: Scheduling programs optimally for television. Shumsky, 1998, Optimal updating of forecasts for the timing of future events.Barnett, 1999, A â€Å"parallel approach† path to estimating collision risk during simultaneous landings. Campbell, 1999, Cross-utilization of workers whose capabilities differ. Frei, 1999, Process variation as a determinant of bank performance. Gardner, 1999, Planning electric power systems under demand uncertainty with different technology lead times. Gawande, 1999, Measures of effectiveness for governmental organizations. Grifell-Tatje, 1999, Pro? ts and productivity. Grosskophf, 1999, Anticipating the consequences of school reform. Krishnan, 1999, Customer satisfaction for ? nancial services. Myung, 1999, Design of communication networks with survivability constraints. Soteriou, 1999, Operations, quality, and pro? ability i n the provision of banking services. van Ryzin, 1999, On the relationship between inventory costs and variety bene? ts in retail assortments. Whitt, 1999, Improving service by informing customers about anticipated delays. †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Whitt, 1999, Partitioning customers into service groups. Whitt, 1999, Predicting queuing delays. Ziarati, 1999, A branch-? rst, cut-second approach for locomotive assignment. Brusco, 2000, Optimal models for meal-break and starttime ? exibility in continuous tour scheduling. Johnson, 2000, Decision support for a housing mobility program using a multiobjective optimization model.Park, 2000, Telecommunication node clustering with node compatibility and network survivability requirements. Van Ryzin, 2000, Revenue management without forecasting or optimization. Zenios, 2000, Managing the delivery of dialysis therapy. Aksin, 2001, Modeling a phone center. Bonser, 2001, Procurement planning to maintain both short-term adaptiveness and long-term perspective. Fischetti, 2001, A polyhedral approach to simpli? ed crew scheduling and vehicle scheduling problems. Kara, 2001, The latest arrival hub location problem. Oliva, 2001, Cutting corners and working overtime. Pisano, 2001, Organizational differences in rates of learning. Stojkovic, 2001, An optimization model for the simultaneous operational ? ight and pilot scheduling problem.Lovejoy, 2002, Hospital operating room capacity expansion. Zenios, 2002, Optimal control of a paired-kidney exchange program. Zohar, 2002, Adaptive behavior of impatient customers in tele-queues. Boyd, 2003, Revenue management and e-commerce. Chao, 2003, Resource allocation in multisite service systems with intersite customer ? ows. Deshpande, 2003, A threshold inventory rationing policy for service-differentiated demand classes. Iyer, 2003, A postponement model for demand management. Alagoz, 2004, The optimal timing of living-donor liver transplantation. Avramidis, 2004, Modeling daily arrivals to a telephone call center. Berger, 2004, Long-distance access network design.Felici, 2004, A polyhedral approach for the staff rostering problem. Green, 2004, Improving emergency responsiveness with management science. Ho, 2004, Setting customer expectation in service delivery. Kim, 2004, Managing capacity through reward programs. Lira, 2004, Metaheuristics with local search techniques for retail shelf-space optimization. Sohoni, 2004, Long-range reserve crew manpower planning. Vickery, 2004, The performance implications of media richness in a business-to-business service environment. Whitt, 2004, Ef? ciency-driven heavy-traf? c approximations for many-server queues with abandonments. Aviv, 2005, A partially observed Markov decision pro cess for dynamic pricing.Banker, 2005, Productivity change, technical progress, and relative ef? ciency change in the public accounting industry. 786 †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Smith, Karwan, and Markland: Growth of Research in Service Operations Management Production and Operations Management 16(6), pp. 780 –790,  © 2007 Production and Operations Management Society †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Bapna, 2005, Pricing and allocation for quality-differentiated online services. Campbell, 2005, Hub arc location problems. Cook, 2005, Optimal allocation of proposals to reviewers to facilitate effective ranking. Craft, 2005, Analyzing bioterror response logistics. e Jong, 2005, Antecedents and conseq uences of group potency. Gaur, 2005, An econometric analysis of inventory turnover performance in retail services. Kwasnica, 2005, A new and improved design for multiobject iterative auctions. Naveh, 2005, Treatment errors in healthcare. Netessine, 2005, Revenue management games. Reagans, 2005, Individual experience and experience working together. Terwiesch, 2005, Online haggling at a name-your-ownprice retailer. Wee, 2005, Optimal policies for transshipping inventory in a retail network. Whitt, 2005, Engineering solution of a basic call-center model. Zhao, 2005, Inventory sharing and rationing in decentralized dealer networks.Anderson, 2006, Measuring and mitigating the costs of stockouts. Ata, 2006, Dynamic control of an M/M/1 service system with adjustable arrival and service rates. Bernstein, 2006, Coordinating supply chains with simple pricing schemes. Bolton, 2006, The effect of service experiences over time on a supplier’s retention of business customers. Czerwinski, 2006, Airlines as baseball players. Faraj, 2006, Coordination in fast-response organizations. Gaur, 2006, Assortment planning and inventory decisions under a locational choice model. Huckman, 2006, The ? rm speci? city of individual performance. Lapre, 2006, Organizational learning curves for customer dissatisfaction.Netessine, 2006, Supply chain choice on the internet. Sosic, 2006, Transshipment of inventories among retailers. Su, 2006, Recipient choice can address the ef? ciency-equity trade-off in kidney transplantation. Taylor, 2006, An empirical examination of the decision to invest in ful? llment capabilities. †¢ †¢ †¢ †¢ †¢ Swami, 2001, Play it again, Sam? Optimal replacement policies for a motion picture exhibitor. Garnett, 2002, Designing a call center with impatient customers. Huchzermeier, 2002, The supply chain impact of smart customers in a promotional environment. Johnson, 2002, Performance analysis of split-case sorting systems. Gans, 2003, Te lephone call centers.Barnhart, 2004, Airline schedule planning. Gallego, 2004, Revenue management of ? exible products. Gunes, 2004, Value creation in service delivery. Lariviere, 2004, Strategically seeking service. Su, 2004, Patient choice in kidney allocation. Cachon, 2005, Retail assortment planning in the presence of consumer search. Chen, 2005, Quantifying the value of lead time information in a single-location inventory system. Gaur, 2005, Hedging inventory risk through market investments. Harrison, 2005, A method for staf? ng large call centers based on stochastic ? uid models. Wallace, 2005, A staf? ng algorithm for call centers with skill-based routing.Caggiano, 2006, Integrated real-time capacity and inventory allocation for repairable service parts in a two-echelon supply system. Cooper, 2006, Stochastic comparisons in airline revenue management systems. Elhedhli, 2006, Service system design with immobile servers, stochastic demand, and congestion. Ferguson, 2006, Supply chain coordination for false failure returns. Schwarz, 2006, On the interactions between routing and inventory-management polices in a one-warehouse n-retailer distribution system. Whitt, 2006, The impact of increased employee retention on performance in a customer contact center. Operations Research †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Manufacturing & Service Operations Management †¢ †¢ †¢ †¢ †¢ †¢ †¢ Pinker, 2000, The ef? ciency– quality trade-off of crosstrained workers.So, 2000, Price and time competition for service delivery. Soteriou, 2000, A robust optimization approach for improving service quality. Cachon, 2001, Managing a retailer’s shelf space, inventory, and transportation. Fisher, 2001, Optimizing inventory replenishment of retail fashion products. Heim, 2001, Operational drivers of customer loyalty in electronic retailing. Menor, 2001, Agility in retail banking. †¢ †¢ Barthol di, 1990, Scheduling interviews for a job fair. Berg, 1990, Customer delay in M/G/(in? nity) repair systems with spares. Brown, 1990, Annual scheduling of Atlantic ? eet naval combatants. Daduna, 1990, Exchangeable items in repair systems.Ferland, 1990, Decision support system for the school districting problem. Ford, 1990, Estimating the impact of ef? ciency standards on the uncertainty of the northwest electric system. Gopalan, 1990, Modeling equity of risk in transportation of hazardous materials. Hamblin, 1990, Optimizing simulation for policy analysis in a residential energy end-of-use model. Sherali, 1990, A two-phase decomposition approach for electric utility capacity expansion planning including nondispatchable technologies. Yamani, 1990, Single aircraft mid-air refueling using spherical distances. Altinkemer, 1991, Parallel savings based heuristics for the delivery problem.Smith, Karwan, and Markland: Growth of Research in Service Operations Management Production and Opera tions Management 16(6), pp. 780 –790,  © 2007 Production and Operations Management Society †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ 787 †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Hof, 1991, A multilevel analysis of production capabilities of the national forest system. Kent, 1991, Natural resource land management planning using large-scale linear programs. Kraay, 1991, Optimal pacing of trains in freight railroads. Kwun, 1991, Joint optimal planning of industrial congeneration and conventional electricity systems. Agnihothri, 1992, Performance evaluation of service territories.Avery, 1992, Optimization of purchase, storage, and transmission contracts for natural gas utilities. Hartley, 1992, Military operations research. Jack, 1992, Design and implementation of an interactive optimization system f or telephone network planning. Klimberg, 1992, Improving the effectiveness of FDA drug inspection. Ng, 1992, A multicriteria optimization approach to aircraft loading. Oren, 1992, Design and management of curtailable electricity service to reduce annual peaks. Stroup, 1992, A fuel management model for the airline industry. Weatherford, 1992, A taxonomy and research overview of perishable-asset revenue management. Wollmer, 1992, An airline seat anagement model for a single leg routine when lower fare classes book ? rst. Ball, 1993, A reliability model applied to emergency service vehicle location. Berge, 1993, Demand driven dispatch. Bradley, 1993, Measuring performance in a multiproduct ? rm. Brumelle, 1993, Airline seat allocation with multiple nested fare classes. Caulkins, 1993, Local drug markets’ response to focused police enforcement. Caulkins, 1993, The on-time machines. Fleurent, 1993, Allocating games for the NHL using integer programming. Franz, 1993, Scheduling med ical residents to rotations. Martin, 1993, Design and implementation of an expert system for controlling health care costs.Rautman, 1993, Scheduling the disposal of nuclear waster material in a geologic repository using the transportation model. Soumis, 1993, A stochastic, multiclass airline network equilibrium model. Terrab, 1993, Strategic ? ow management for air traf? c control. Blanco, 1994, A sea story. Reisman, 1994, Operations research in libraries. Ringel, 1994, A stochastic analysis of state transitions in an air-space management system. Russell, 1994, Devising a cost effective schedule for a baseball league. Vranas, 1994, The multi-airport ground-holding problem in air traf? c control. Weintraub, 1994, A heuristic system to solve mixed integer forest planning models.Barnhart, 1995, Deadhead selection for the long-haul crew pairing problem. †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Bitran, 1995, An application of yield management to the hotel industry considering multiple day stays. Brusco, 1995, Improving personnel scheduling at airline stations. Kaplan, 1995, Probability models of needle exchange. Keeney, 1995, Evaluating improvements in electric utility reliability at British Columbia hydro. Peterson, 1995, Decomposition algorithms for analyzing transient phenomena in multiclass queuing networks in air transportation. Richetta, 1995, Optimal algorithms and a remarkably ef? cient heuristic for the ground-holding problem in air traf? c control.Robinson, 1995, Optimal and approximate control policies for airline booking with sequential nonmonotonic fare classes. Barnhart, 1996, Air network design for express shipment service. Bitran, 1996, Managing hotel reservations with uncertain arrivals. Eisenstein, 1996, Separating logistics ? ows in th e Chicago public school system. Maclellan, 1996, Basing airtankers for forest ? re control in Ontario. Rosenthal, 1996, Optimizing ? ight operations for an aircraft carrier in transit. Thompson, 1996, DEA/assurance region SBDC ef? ciency and unique projections. Ahmadi, 1997, Managing capacity and ? ow at theme parks. Bevers, 1997, Spatial optimization of prairie dog colonies for black-footed ferret recovery.Bukiet, 1997, A Markov chain approach to baseball. Day, 1997, Flight attendant rostering for short-haul airline operations. Eppen, 1997, Improved fashion buying with Bayesian updates. Griggs, 1997, An air mission planning algorithm using decision analysis and mixed integer programming. Vance, 1997, Airline crew scheduling. Andreatta, 1998, Multiairport ground holding problem. Bertsimas, 1998, The air traf? c ? ow management problem with enroute capacities. Bixby, 1998, Solving a truck dispatching scheduling problem using branch-and-cut. Caprara, 1998, Modeling and solving the cre w rostering problem. Chatwin, 1998, Multiperiod airline overbooking with a single fare class.Gopalan, 1998, The aircraft maintenance routing problem. Lederer, 1998, Airline network design. Mason, 1998, Integrated simulation, heuristic and optimisation approaches to staff scheduling. Nemhauser, 1998, Scheduling a major college basketball conference. Savelsbergh, 1998, Drive: Dynamic routing of independent vehicles. Gamachea, 1999, A column generation approach for largescale aircrew rostering problems. Hobbs, 1999, Stochastic programming-based bounding of 788 Smith, Karwan, and Markland: Growth of Research in Service Operations Management Production and Operations Management 16(6), pp. 780 –790,  © 2007 Production and Operations Management Society †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ expected production costs for multiarea electric power systems. Keeney, 1999, Identifying and structuring values to guide integrated resource planning at BC Gas. Mingozzi, 1999, A set partitioning approach to the crew scheduling problem. Murty, 1999, The U. S. Army National Guard’s mobile training simulators location and routing problem. Barnett, 2000, Free-? ight and en route air safety. Barnhart, 2000, Railroad blocking. Bashyam, 2000, Service design and price competition in business information services. Feng, 2000, Optimal policies of yield management with multiple predetermined prices.Haight, 2000, An integer optimization approach to a probabilistic reserve site selection problem. Hoffman, 2000, A comparison of formulations for the single-airport ground-holding problem with banking constraints. Smith, 2000, Management of multi-item retail inventory systems with demand substitu tion. Van Slyke, 2000, Finite horizon stochastic knapsacks with applications to yield management. Zenios, 2000, Dynamic allocation of kidneys to candidates on the transplant waiting list. Barnett, 2001, Safe at home? Cai, 2001, Solving large nonconvex water resources management models using generalized benders decomposition. Cordeau, 2001, Simultaneous assignment of locomotives and cars to passenger trains.Feng, 2001, A dynamic airline seat inventory control model and its optimal policy. Henz, 2001, Scheduling a major college basketball conference—Revisited. Baker, 2002, Optimizing military aircraft. Camm, 2002, Nature reserve site selection to maximize expected species covered. Caprara, 2002, Modeling and solving the train timetabling problem. Cooper, 2002, Asymptotic behavior of an allocation policy for revenue management. Cooper, 2002, An illustrative application of IDEA (imprecise data envelopment analysis) to a Korean telecommunication company. Gans, 2002, Managing learn ing and turnover in employee staf? ng. Netessine, 2002, Flexible service capacity. Powell, 2002, Implementing real-time optimization models.Bertsimas, 2003, Restaurant revenue management. Brumelle, 2003, Dynamic airline revenue management with multiple semi-Markov demand. Cohn, 2003, Improving crew scheduling by incorporating key maintenance routing decisions. Deshpande, 2003, An empirical study of service differentiation from weapon system service parts. Erhun, 2003, Enterprise-wide optimization of total landed cost at a grocery retailer. Rajaram, 2003, Flow management to optimize retail pro? ts at theme parks. †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Armony, 2004, Contact centers with a call-back option and real-time delay information. Armony, 2004, On customer contact centers with a callback option.Bollapragada, 2004, Scheduling commercials on broadcast t elevision. Bollapragada, 2004, Scheduling commercial videotapes in broadcast television. Borst, 2004, Dimensioning large call centers. Cappanera, 2004, A multicommodity ? ow approach to the crew rostering problem. Gaur, 2004, A periodic inventory routing problem at a supermarket chain. Hamacher, 2004, Design of zone tariff systems in public transportation. Karaesmen, 2004, Overbooking with substitutable inventory classes. Qi, 2004, Class scheduling for pilot training. Zhu, 2004, Imprecise DEA via standard linear DEA models with a revisit to Korean mobile telecommunication company. Armstrong, 2005, A stochastic salvo model for naval surface combat.Ata, 2005, Dynamic power control in a wireless static channel subject to a quality-of-service constraint. Bertsimas, 2005, Simulation based booking limits for airline revenue management. Brown, 2005, A two-sided optimization for theater ballistic missile defense. Chardaire, 2005, Solving a time-space network formulation for the convoy movem ent problem. Dasci, 2005, A continuous model for multistore competitive location. De Vericourt, 2005, Managing response time in a callrouting problem with service failure. Holder, 2005, Navy personnel planning and the optimal partition. Jahn, 2005, System-optimal routing of traf? c ? ows with user constraints in networks with congestion. Maglaras, 2005, Pricing and design of differentiated services.Savin, 2005, Capacity management in rental businesses with two customer bases. Shu, 2005, Stochastic transportation-inventory network design problem. Su, 2005, Patient choice in kidney allocation. Wu, 2005, Optimization of in? uenza vaccine selection. Yang, 2005, A multiperiod dynamic model of taxi services with endogenous service intensity. Zhang, 2005, Revenue management for parallel ? ights with customer-choice behavior. Agur, 2006, Optimizing chemotherapy scheduling using local search heuristics. Bassamboo, 2006, Design and control of a large call center. Cook, 2006, Incorporating mul tiprocess performance standards into the DEA framework. Cordeau, 2006, A branch-and-cut algorithm for the diala-ride problem.Dawande, 2006, Effective heuristics for multiproduct partial shipment models. Smith, Karwan, and Markland: Growth of Research in Service Operations Management Production and Operations Management 16(6), pp. 780 –790,  © 2007 Production and Operations Management Society †¢ 789 †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Deshpande, 2006, Ef? cient supply chain management at the U. S. Coast Guard using part-age dependent supply replenishment policies. Fry, 2006, Fire? ghter staf? ng including temporary absences and wastage. Ghiani, 2006, The black and white traveling salesman problem. Green, 2006, Managing patient service in a diagnostic medical facility. Mannino, 2006, The network packing problem in terrestrial broadcasting.Marcus, 2006, Online low price guarantees. Marklund, 2006, Controlling inventories in dive rgent supply chains with advance-order information. Netessine, 2006, Revenue management through dynamic cross selling in e-commerce retailing. Perakis, 2006, An analytical model for traf? c delays and the dynamic user equilibrium problem. Romeijn, 2006, A new linear programming approach to radiation therapy treatment planning problems. Washburn, 2006, Piled-slab searches. †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Production and Operations Management †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Easton, 1992, Analysis of alternative scheduling policies for hospital nurses.Ernst, 1992, Coordination alternatives in a manufacturing/dealer inventory system under stochastic demand. Schneeweiss, 1992, Planning and scheduling the repair shops of the Deutsche Lufthansa AG. Rajago palan, 1993, Allocating and scheduling mobile diagnostic imaging equipment among hospitals. Malhotra, 1994, Scheduling ? exibility in the service sector. Sainfort, 1994, A pavement management decision support system. Cox, 1995, A new learning approach to process improvement in a telecommunications company. Roth, 1995, Hospital resource planning. Schneider, 1995, Power approximations for a two-echelon inventory system using service levels. Chase, 1996, The mall is my factory.Crandall, 1996, Demand management. Joglekar, 1996, A pro? t maximization model for a retailer’s stocking decisions on products subject to sudden obsolescence. Cachon, 1996, Campbell soup’s continuous replenishment program. Clark, 1997, Reengineering channel reordering processes to improve total supply-chain performance. Harvey, 1998, Building the service operations course around a ? eld project. Kolesar, 1998, Insights on service system design from a normal approximation to Erlang’s delay for mula. Lee, 1998, Effects of integrating order/backorder quantity and pricing decisions. Boronico, 1999, Reliability-constrained pricing, capacity, and quality.Cheng, 1999, Optimality of state dependent (s,S) policies in inventory models with Markov demand and lost sales. Cook, 1999, Service typologies. Dasu, 1999, A dynamic process model of dissatisfaction for unfavorable non-routine service encounters. †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Dube, 1999, Adapting the QFD approach to extended service transactions. Hays, 1999, The market share impact of service failures. Kapalka, 1999, Retail inventory control with lost sales, service constraints, and factional lead times. Metters, 1999, Measurement of multiple sites in service ? rms with data envelopment analysis. Nie, 1999, How professors of operations management view service operations.Soteriou, 1999, Resource allocation to impro ve service quality perceptions in multistage service systems. Stewart, 1999, The impact of human error on delivering service quality. Anderson, 2000, A simulation game for teaching servicesoriented supply chain management. Petersen, 2000, An evaluation of order picking policies for mail order companies. Chaouch, 2001, Stock levels and delivery rates in vendormanaged inventory programs. Devaraj, 2001, Product and service quality. Hays, 2001, A longitudinal study of the effect of a service guarantee on service quality. Van Woensel, 2001, Managing the environmental externalities of traf? c logistics. Agrawal, 2002, Multi-vendor sourcing in a retail supply chain.Boyer, 2002, Drivers of Internet purchasing success. Heim, 2002, Service process con? gurations in electronic retailing. Tagaras, 2002, Effectiveness of stock transshipment under various demand distributions and nonnegligible transshipment times. Akkermans, 2003, Ampli? cation in service supply chains. Alfaro, 2003, The value of sku rationalization in practice. Athanassopoulos, 2003, Modeling customer satisfaction in telecommunications. Baker, 2003, The bene? ts of optimizing prices to manage demand in hotel revenue management systems. Cayirli, 2003, Outpatient scheduling in health care. Giloni, 2003, Service system design for the property and casualty insurance industry.Goodale, 2003, A market utility-based model for capacity scheduling in mass services. Green, 2003, An improved heuristic for staf? ng telephone call centers with limited operating hours. Kassinis, 2003, Greening the service pro? t chain. Keizers, 2003, Diagnosing order planning performance at a Navy maintenance and repair organization using logistic regression. Meyer-Goldstein, 2003, Employee development. Mondschein, 2003, Appointment policies in service operations. Roth, 2003, Insights into service operations management. Stewart, 2003, Piecing together service quality. Boyaci, 2004, Supply chain coordination in a market with customer serv ice competition.Craighead, 2004, The effects of severity of failure and customer loyalty on service recovery strategies. Field, 2004, Managing quality in the e-service system. Gavish, 2004, Dynamic policies for optimal LEO satellite launches. 790 †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Smith, Karwan, and Markland: Growth of Research in Service Operations Management Production and Operations Management 16(6), pp. 780 –790,  © 2007 Production and Operations Management Society †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Hur, 2004, Real-time work schedule adjustment decisions. Jack, 2004, Volume ? exible strategies in health services. Lapre, 2004, Performance improvement paths in the U. S. airline industry. Napoleon, 2004, The creation of output and quality in services.Sampson, 2004, Practical implications of preference-based conference scheduling. Tsay, 2004, Channel con? ict and coordination in the ecommerce age. Tsikriktsis, 2004, Adoption of e-processes by service ? rms. Chakravarthy, 2005, Optimal workforce mix in service systems with two types of customers. Gaur, 2005, In-store experiments to determine the impact of price on sales. Miller, 2005, A learning real options framework with application to process design and capacity planning. Anderson, 2006, Stochastic optimal control for staf? ng and backlog policies in a two-stage customized service supply chain. Berling, 2006, Heuristic coordination of decentralized inventory systems using induced backorder costs.Boyer, 2006, Analysis of effects of operational execution on repeat purchasing heterogeneous customer segments. Chambers, 2006, Modeling and managing the percentage of satis? ed customers in hidden and revealed waiting line systems. Ferguson, 2006, Information sharing to improve retail product freshness of perishables. Hays, 2006, An extended longitudinal study of the effects of a service guarantee. Rajamani, 2006, A framework to analyze cash supply chains. Sampson, 2006, Foundations and implications of a proposed uni? ed services theory. Whitt, 2006, Staf? ng a call center with uncertain arrival rate and absenteeism. References Gupta, S. , R. Verma, L. Victorino. 2006.Empirical research published in Production and Operations Management (1992–2005): Trends and Future Research Directions. Production and Operations Management 15(3) 432– 448. Karmarkar, U. 2004. 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Myanmar Government a Help or a Hindrance Research Paper

Myanmar Government a Help or a Hindrance - Research Paper Example It is the hope of this author that such a level of discussion and analysis will be beneficial in engaging a more definitive understanding of the issue of systemic corruption and the means by which it impacts upon a society. Regardless of the metric or scale that is employed, it is clear and apparent that the issue of corruption and the manner through it affects the economy is differentiated and cannot be understood categorically. Complicating this issue further is the fact that corruption exists to a different degree and different level within regions, counts, states, provinces, and governments throughout the world. On the whole, scholars have focused upon research questions that discuss the negative ramifications that corruption has upon overall economic growth. Whereas this particular discussion is certainly useful, it fails to capture the underlying truth that corruption is not a static force with respect to reducing overall economic potential/output. Instead, as has been briefly noted above, the differentials that have been enumerated help to create a situation in which corruption affects different entities and people/groups/governments in unique ways.1 Beyond this understanding, it should also be realized that certain countries with a very high degree of corruption can exhibit a surprising level of overall economic growth; whereas other countries that exhibit nearly the same level of corruption face a situation in which static or negative economic growth takes place. As a function of seeking to expound upon this seemingly incongruous fact, the following analysis will be concentric upon analyzing why this might be the case. It is the hope of this author that such a level of discussion will provide the reader with a more definitive and differentiated understanding of corruption within the modern world and the means through which certain nations are able to continue to grow under

To undertake a literature review, chemical, biological, radiological Essay

To undertake a literature review, chemical, biological, radiological and nuclear terrorism threat (CBRN threat), according to th - Essay Example Like a big, soft jelly-fish it floats into our shell hole and lolls there obscenely All quiet on the Western Front† – Erich Maria Remarque Background With the advent of technological boom and availability of new resources, threats to the British army and other alliance are persistently growing. It is evident that the Al Qaida and correlated terrorist groups have uttered a stern attention in using CBRN. The events of chlorine gas attacks in Iraq have clearly indicated the potential seriousness of the threats. There is always a likelihood of asymmetric attack by terrorists utilizing chemical, biological or radiological weapons has become a reality. The augmentation in mass casualty terrorism and the mounting responsiveness that know-how is progressively more facilitating private performer to have admittance to extremely treacherous Chemical, Biological, Radioactive and Nuclear (CBRN) material has contemplated the issue of CBRN terrorism progressively more important policy question. This developing menace must be considered as a serious issue as it directs our awareness, vigilance, preparation, education and guidance strategies. It is imperative to understand how to deal with the complex risk due to the ambiguity connected with the menace (The Medical NBC Information Server). With the present scenario the successful execution and management necessitates synchronized efforts among stakeholders to influence possessions and proficiency to accomplish synergies in administrating the CRBN Threat. Protection necessitate a multi-dimensional approach. Abstract It is essential to recognize the growing need of awareness towards highly precarious Chemical, Biological, Radioactive and Nuclear (CRBN). It has emerged as a vital policy question. The issue encompass multiple factors and cognitive association between these factors is crucial to understand the preconditions of CBRN terrorism. Lack of appropriate database relating all the factors associated with CBRN ter rorism is the need of time. Aim of the Literature Review: The basic aim of the literature review is to recognize contemporary and budding concerns, strategies and approaches in meeting the requirement for CBRN issue, strategies devised to meet the medical associations and management, execution of the planning, security and challenges that are being imposed in front of Armies by chemical, biological, radiation and nuclear terrorism. Strategies must be devised to deal with the management of CBRN causalities. The review of literature is also essential to enunciate the need for training for developing equipped hands to fight with the causalities. All these factors reflect upon the economic burden on the nation's economic conditions. Research Questions: i. What is most likely of the terrorists using CBRN in near future? ii. What is the most likely agent that may be used by the terrorists to attack British Army? iii. What kind of training and Equipments are required to deal with CBRN atta cks? Keywords: CBRN- Chemical, Biological, Radiological and Nuclear, CW- Chemical Weapons, BTWC- Biological and Toxin Weapons, Incapacitating Agents, Nerve Agents, Contamination and decontamination, Detection and Identification, Weaponisation. Methodology: All the above mentioned key words were used to perform literature survey between January 2000 to April 2009. Introduction: War in any sense brings disaster for life. Human beings are being gifted with the

The Heart of Darkness Essay Example | Topics and Well Written Essays - 1000 words

The Heart of Darkness - Essay Example As he travelled from the Outer Station to the Central Station and then up the river to the Inner Station, he saw torture, cruelty, and near-slavery. The men who work for the Company, saying that what they were doing as â€Å"trade,† and their behavior towards native Africans as part of the civilizing process, were making those "ignorant African people" stop their horrid, barbaric ways. Kurtz is the symbol of European imperialism in the story. His vicious honesty led him to his end, as the evil practices of Europeans in Africa were in danger of exposure through his accomplishment. He is did not hide the fact that he took ivory by force and treated the natives with violence and intimidation. He represented imperialism in its entirety in Africa. Kurtz’s greed for ivory represented Europe’s desire for the whole world. This greed made him the animal that Marlow found. Kurtz is imperialism and his life in the Congo represented imperialism and the eventual destruction E uropean imperialism itself. On page 14 of Part 3, Conrad described Kurt as the imperialist he had been. â€Å"I thought his memory was like the other memories of the dead that accumulate in every man’s life—a vague impress on the brain of shadows that had fallen on it in their swift and final passage; but before the high and ponderous door, between the tall houses of a street as still and decorous as a well-kept alley in a cemetery, I had a vision of him on the stretcher, opening his mouth voraciously, as if to devour all the earth with all its mankind. He lived then before me; he lived as much as he had ever lived—a shadow insatiable of splendid appearances, of frightful realities; a shadow darker than the shadow of the night, and draped nobly in the folds of a gorgeous eloquence†. The vision of Kurt in the stretcher opening his mouth voraciously as if to devour all the earth and all its mankind signified the torture, cruelty, intimidation, violence and insatiable greed that come with the process of â€Å"civilizing† the natives by imperialists, the ultimate goal of having the world in their hands. In this sense, Kurtz's personality was a symbol of the imperial goal of Europe. There is a striking similarity between the history book King Leopold's Ghost, by Adam Hochschild and Conrad’s the Heart of Darkness. It seems that Leon Rom of the Force Republique was the equivalent of Kurtz character. The collection of African heads surrounding Kurtz's house, and Rom’s collections, represent the villainy of both characters. Adam Hochschild, in his book said the following: The 'Inner Station' of Heart of Darkness, the place Marlow looks at through his binoculars only to find Kurtz's collection of the shrunken heads of African 'rebels,' is loosely based on Stanley Falls. In 1895, five years after Conrad visited this post, Leon Rom was station chief there. A British explorer-journalist who passed through Stanley Falls that year described the aftermath of a punitive military expedition against some African rebels: 'Many women and children were taken, and twenty-one heads were brought to the falls, and have been used by Captain Rom as a decoration round a flower-bed in front of his house! If Conrad missed this account, which appeared in the widely read Century Magazine, he almost certainly noticed when The Saturday Review, a magazine he admired and read faithfully,

Do high levels of trust between workers and management lead to better Essay

Do high levels of trust between workers and management lead to better performance Discuss with reference to key academic studies in this area - Essay Example The two methods chosen are high road and low road methods. The high road method implements strategies through innovative management techniques to enhance internal productivity of employees while the low road gives importance to downsizing and contracting out. These methods have been formulated in the wake of privatisation which gives less emphasis to widely accepted public values like responsiveness to changing requirements of citizens and the need to maintain high standard of productivity among workforce. Privatization has led to poor productivity and performance and the local government aim to contract back to mitigate the bids of companies that exhibit dissatisfied results. The contacting back of privatized companies to the public sector has shown improvement and better performance because these companies were handled with innovative methods of labor management cooperation. In addition to the new management method, better performance of employees was availed by the public sector a t comparatively low cost. Thus, the adoption of the high road strategy has resulted in better cooperation and performance because the workers were given the opportunity to work under lesser risk and greater social rewards. Internal management reform is of significance where the trust of the employees can be won to increase their performance. The adoption of high road strategy results in the production of better quality products and better service which is essential for any organisation to stay ahead in a competitive marketplace. The trust of employees can be enhanced by providing the required training which will transform them into a highly committed workforce. Better performance of the organisation will lead to higher wages for workers, cooperative worker-employer relations and an innovative and productive working environment. The high road method attract high quality workers due to better wages and good

Was Immigration Directly Influenced by Religion in American in the Essay

Was Immigration Directly Influenced by Religion in American in the Late 1800's and Early 1900's - Essay Example It is pertinent to acknowledge that religion played a key role in the way people had to live in America after they had migrated there. Zollman notes that in order to feel secure the immigrants wanted to live in areas where the other people practiced the same faith. No one wanted to be alone because the immigrants were new in the country and as a result, they wanted to live in religious groups and this could only be achieved through religion. Although most immigrants moved to new countries to seek better economic opportunities, it is of equal importance to note that religious persecution makes people moving into new lands because they want to practice their faith freely. This is the reason why many Jews had to move from England to the U.S after they were expelled from their countries on the basis of their faith. When a group of people immigrates to a new country, they often settle in a group, which comprises of people from their own country. This means that the immigrants do not have a chance of learning the culture of the new country because they tend to practice their old traditions. This results in groups that are based on the same religion or ethnicity. Although many people left their countries for America because of religious persecution, it is of paramount importance to note that many others left for a diverse number of reasons. Yes response Religion and freedom play a crucial role in ensuring that people are free and they do not have to worry about what they do in their lives. However, in most countries, freedom to practice one’s faith is not guaranteed and as a result, people find it hard to enjoy their beliefs. One ought to understand that in America, everyone is free to practice his or her religion. Between 1800 and early 1900’s religious persecution was practiced heavily especially in Europe. This is the reason why many