University of Southern California

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Richard Chase
Justin Dart Professorship in Operations Management

USC Marshall School of Business
Los Angeles, CA 90089-0808

Phone: 
213-740-0184
rchase@marshall.usc.edu

Research

The Customer Service Solution • 2013
Designing the Soft Side of Services • 2010
Operations & Supply Management • 2008
A History Research in Service Operations Management: What's the big idea? • 2007
Jacobs, R. , Chase, R. B., Operations Management: The Core, McGraw-Hill/Irwin, • 2006
Its Time to Get to First Principles in Service Encounter Design • 2004
Operations Consulting • 2004
The Human Factor • 2004
A Tale of Two countries' Conservatism, Service Quality, and Feedback on Customer Satisfaction • 2004
The Strategic Levers of Yield Management • 2003
Human Issues in Service Design • 2002
Virtual Customer Satisfaction: A Service Management Perspective • 2001
Want to Perfect Your Company's Service? Use Behavioral Science • 2001
Antecedents of New Service Development Effectiveness • 2000
A Robust Approach for Improving Service Quality • 2000
The Ten Commandments of E-Service • 2000
The Impact of Human Error on Delivering Service Quality • 1999
International Service Study • 1999
A Critical Evaluation of the New Service Development Process: Integrated Service Innovation and Service Process Design • 1999
How Do Financial Services Stack Up? Findings from a Benchmarking Study of the US Financial Service Sector • 1999
Service Operations Management: A Field Guide • 1999
Identifying Desirable Ranges of Customer Contact to Manage Service Quality • 1998
Operations Management: Internationalization and Interdisciplinary Integration • 1998
The Mall is My Factory: Reflections of a Service Junkie • 1996
Constructing an Empirically Derived Measure for Customer Contact • 1995
Mistakeproofing--Designing the Errors Out of the System • 1995
Make Your Service Failsafe • 1994
An Exploratory Investigation of the Interdependence Between Marketing and Operations Functions in Service Firms • 1994
A Production Planning and Scheduling System at an Environmental Laboratory • 1993
Failsafing Services • 1993
Service Quality Deployment: Quality Service by Design • 1993
Service Based Manufacturing: The Service Factory • 1992
Applying Operations Strategy to Service Firms • 1992
Service by Design • 1992
Beefing-Up Operations in Service Firms • 1991
Fundamentals of Operations Management • 1991
Service Quality: A Survey of Current Practice • 1991
The Relationship Between Internal, Delivery-Rated Information Service and Manufacturing Delivery Performance • 1991
The Relationship Between Service Factory Role Performance and Traditional Manufacturing Performance Measures • 1991
The Service Factory: A Future Vision • 1991
Dimensioning the Service Factory • 1990
Service Management Effectiveness • 1990
The Service Factory • 1989
Integrating Operations and Human Resource Management in the Service Sector • 1989
Service Quality and the Service Delivery System: A Diagnostic Framework • 1989
The Antecedents of Organizational Slack • 1988
Operations Management: A Field Rediscovered • 1987
A Sociotechnical Analysis of the Integrated Factory • 1985
The 10 Commandments of Service Management • 1985
A Matrix for Linking Marketing and Production Variables in Service System Design • 1985
A Model for Managing Service Organization Demand at the Point of Delivery • 1985
Designing High Contact Service Systems: Applications to Branches of a Savings and Loan • 1984
The Customer Contact Model for Organizational Design • 1983
Modeling Service Processes • 1983
Motivating the Client/Employee System as a Service Production Strategy • 1983
Decoupling Operations in Service Production Systems • 1982
The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions • 1981
An Exploratory Study of Interrelationships Among Technological and Operational Variables in Paced Assembly Lines • 1981
Management: A Life Cycle Approach • 1981
A Classification and Evaluation of OM Research • 1980
Where Does the Customer Fit in a Service Operation? • 1978
A Statistical Power Analysis of Applied Psychological Research • 1976
New Directions in Assembly Line Research • 1975
Strategic Considerations in Assembly Line Selection • 1975
A Review of Models for Mapping the Socio-Technical System • 1975
Operations Management in Schools of Administration • 1974
A Review of Institution Building in India • 1974
Production System Termination: A Framework for Analysis • 1974
A Survey of Paced Assembly Lines • 1974
Long-Range Planning in School Districts • 1973
Factors Affecting Readiness for Change Among Newspaper Production Workers • 1973
Operations Management for Competitive Advantage • 1973
Does Job Performance Affect Employee Satisfaction? • 1970
Work Physiology: A New Approach for Selection and Placement • 1969
A Work Physiology Study of the Relative Effects of Pace and Weight in a Carton Handling Task • 1969
The Sales Process: An Open Systems Approach • 1968
The Predictability of Heart Rate in Sequential Work • 1968
Energistic Effects of Task Sequencing • 1967
Management Uses of Work Physiology • 1967
Uncertainty Avoidance as a Moderator of the Relationship between Perceived Service Quality and Customer Satisfactionin Three Different Cultures
Experience, Destination Services and Service Operations Strategy: A Multiple Case Study Investigation
Experience, Destination Services and Service Operations Strategy: A Multiple Case Study Investigation