Richard Chase

Justin Dart Professor Emeritus of Data Sciences and Operations

PhD, UCLA

Richard B. Chase received his Ph.D. from the University of California, Los Angeles in the field of Operations Management. He is widely known for his work in service design Richard has published papers in journals that include Management Science, Operations Research, Journal of Service Research, Journal of Operations Management, and Manufacturing & Service Operations Management.He is on the editorial boards of Manufacturing & Service Operations Management; an Editorial Advisory boards of Production and Operations Management Journal, Journal of Operations Management, and the Journal of Service Research,and the Cornell Quarterly Dick has consulted with a variety of organizations including IBM, MGM Grand, Westin Hotels, and Aloha Airlines.

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Chris Voss, Aleda Roth, Richard Chase () "Experience, Destination Services and Service Operations Strategy: A Multiple Case Study Investigation ,"  Production & Operations Management Journal.
Chris Voss, Aleda Roth, Richard Chase () "Experience, Destination Services and Service Operations Strategy: A Multiple Case Study Investigation ,"  Production & Operations Management Journal.
Reimann Martin, Ulrich Luenemann, Richard Chase () "Uncertainty Avoidance as a Moderator of the Relationship between Perceived Service Quality and Customer Satisfactionin Three Different Cultures ,"  Journal of Service Research.
Sriram Dasu, Richard Chase, Alexandra Sperdin () "Leveraging Customer Psychology in Service Encounter Design: A Research Agenda ,"  Production and Operations Management.
Richard Chase, Sriram Dasu () "Experience Psychology a proposed new subfield of service management ,"  Journal of Service Management  25, 574-577.
Sriram Dasu, Richard Chase () "The Customer Service Solution ,"  McGraw Hill.
Sriram Dasu, Richard Chase () "Designing the Soft Side of Services ,"  Sloan Management Review  52, 33-39.
Robert Jacobs, Richard Chase () "Operations & Supply Management ,".
Richard Chase, Uday Apte () "A History Research in Service Operations Management: What's the big idea? ,"  Journal of Operations Management  25, Pages 375-386.
Robert Jacobs, Richard Chase () "Jacobs, R. , Chase, R. B., Operations Management: The Core, McGraw-Hill/Irwin, ,".
Richard Chase () "Its Time to Get to First Principles in Service Encounter Design ,"  Managing Service Quality, 8-11.
Richard Chase, K. Kumar () "Operations Consulting ,"  Advanced Management Consulting.
Richard Chase () "The Human Factor ,"  Marshall Magazine, 42-45.
Richard Chase, C. Voss, A. Roth, E. Rosenzwieg, K. Blackmon () "A Tale of Two countries' Conservatism, Service Quality, and Feedback on Customer Satisfaction ,"  Journal of Service Research  6, 212-230.
Richard Chase, S. Kimes () "The Strategic Levers of Yield Management ,"  Journal of Service Research  1, 495-508.
Richard Chase, Cook, Bowen, Sriram Dasu, Tansik () "Human Issues in Service Design ,"  Journal of Operations Management  20, 159-174.
Richard Chase, W. Johansson () "Virtual Customer Satisfaction: A Service Management Perspective ,"  Sulin Americas Conference on Information Systems.
Richard Chase, S. Dasu () "Want to Perfect Your Company's Service? Use Behavioral Science ,"  Harvard Business Review, 78-85.
Richard Chase, C. Froehle, A. Roth, C. Voss () "Antecedents of New Service Development Effectiveness ,"  Journal of Service Research  3, 3-17.
Richard Chase, A. Soteriou () "A Robust Approach for Improving Service Quality ,"  Manufacturing & Service Operations Management  2, 264-257.
Richard Chase () "The Ten Commandments of E-Service ,"  Marshall School Magazine, 40-43.
Richard Chase, Doug Stewart () "The Impact of Human Error on Delivering Service Quality ,"  Production and Operations Management  8, 240-263.
Richard Chase, C. Voss, R. Roth () "International Service Study ,"  Decision Line, 4-7.
Richard Chase, S. Johnson, L. Menor, A. Roth () "A Critical Evaluation of the New Service Development Process: Integrated Service Innovation and Service Process Design ,"  Service Product Development, 1-32.
Richard Chase, A. Roth, C. Voss () "How Do Financial Services Stack Up? Findings from a Benchmarking Study of the US Financial Service Sector ,"  Creating Value in Financial Services, 427-446.
Richard Chase, Ray Haynes () "Service Operations Management: A Field Guide ,"  Handbook of Services Marketing  Sage Publications.
Richard Chase, A. Soteriou () "Identifying Desirable Ranges of Customer Contact to Manage Service Quality ,"  Journal of Operations Management  16.
Richard Chase, A. Zhang () "Operations Management: Internationalization and Interdisciplinary Integration ,"  International Journal of Operations and Production Management.
Richard Chase () "The Mall is My Factory: Reflections of a Service Junkie ,"  Production and Operations Management  5, 298-308.
Richard Chase, Deborah Kellogg () "Constructing an Empirically Derived Measure for Customer Contact ,"  Management Science, 1734-1749.
Richard Chase, D. Stewart () "Mistakeproofing--Designing the Errors Out of the System ,"  Productivity Press.
Richard Chase, D. Stewart () "Make Your Service Failsafe ,"  Sloan Management Review  35, 35-44.
Richard Chase, J. Mahajan, A. Vakharia, P. Paul () "An Exploratory Investigation of the Interdependence Between Marketing and Operations Functions in Service Firms ,"  International Journal of Research in Marketing  11, 1-15.
Richard Chase, Sampath Rajagopalan () "A Production Planning and Scheduling System at an Environmental Laboratory ,"  International Journal of Production Economics  29, 125-138.
Richard Chase, D. Stewart () "Failsafing Services ,"  International Service Quality Handbook  American Management Association Books Division, 347-357.
Richard Chase, R. Behara () "Service Quality Deployment: Quality Service by Design ,"  Kluwer Publishing, 87-99.
Richard Chase, K. Kumar, W. Youngdahl () "Service Based Manufacturing: The Service Factory ,"  Production and Operations Management  1, 175-184.
Richard Chase, R. Hayes () "Applying Operations Strategy to Service Firms ,"  Advances in Service Management and Marketing: Research and Practice  JAI Press, 53-74.
Richard Chase, W. Youngdahl () "Service by Design ,"  Design Management Journal  3, 9-15.
Richard Chase, R. Hayes () "Beefing-Up Operations in Service Firms ,"  Sloan Management Review  33, 33-39.
Richard Chase, D.L. Kellogg, E.L. Rose () "Service Quality: A Survey of Current Practice ,"  Decision Science Conference Proceedings.
Richard Chase, W.E. Youngdahl () "The Relationship Between Internal, Delivery-Rated Information Service and Manufacturing Delivery Performance ,".
Richard Chase, W.E. Youngdahl () "The Relationship Between Service Factory Role Performance and Traditional Manufacturing Performance Measures ,".
Richard Chase () "The Service Factory: A Future Vision ,"  International Journal of Service Industry  2, 60-70.
Richard Chase, N. Aquilano, M. Davis () "Fundamentals of Operations Management ,"  McGraw-Hill/Irwin, Inc..
Richard Chase () "Dimensioning the Service Factory ,"  Manufacturing Strategy: The Research Agenda for the Next Decade  Kluwer Academic Publishers.
Richard Chase, D. Bowen, Thomas Cummings () "Service Management Effectiveness ,"  Jossey-Bass.
Richard Chase, D. Garvin () "The Service Factory ,"  Harvard Business Review, 61-69.
Richard Chase, D. Bowen () "Service Quality and the Service Delivery System: A Diagnostic Framework ,"  Quality in Service  Lexington Books.
Richard Chase, D. Bowen () "Integrating Operations and Human Resource Management in the Service Sector ,"  Strategy, Organization, Design, and Human Resource  JAI Press, 293-329.
Richard Chase, M. Sharfman, D. Tansik, G. Wolf () "The Antecedents of Organizational Slack ,"  Academy of Management Review  13, 601-614.
Richard Chase, E. Prentis () "Operations Management: A Field Rediscovered ,"  Journal of Management  13, 351-366.
Richard Chase, G. Susman () "A Sociotechnical Analysis of the Integrated Factory ,"  Journal of Applied Behavioral Science  22, 257-270.
Richard Chase () "The 10 Commandments of Service Management ,"  Interfaces  15, 68-72.
Richard Chase () "A Matrix for Linking Marketing and Production Variables in Service System Design ,"  Proceedings of the 1985 National Decision Sciences Conference.
Richard Chase, G. Northcraft () "A Model for Managing Service Organization Demand at the Point of Delivery ,"  Academy of Management Review  10, 66-85.
Richard Chase, G. Northcraft, G. Wolf () "Designing High Contact Service Systems: Applications to Branches of a Savings and Loan ,"  Decision Sciences  15, 542-555.
Richard Chase, D.A. Tansik () "The Customer Contact Model for Organizational Design ,"  Management Science  29, 1037-1050.
Richard Chase () "Modeling Service Processes ,"  Emerging Perspectives on Service Marketing.
Richard Chase () "Motivating the Client/Employee System as a Service Production Strategy ,"  Academy of Management Review  3, 301-310.
Richard Chase () "Decoupling Operations in Service Production Systems ,"  Proceedings of the Fifth National Decision Sciences Conference.
Richard Chase () "The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions ,"  Operations Research  29, 698-706.
Richard Chase, Kal Singhal () "An Exploratory Study of Interrelationships Among Technological and Operational Variables in Paced Assembly Lines ,"  International Journal of Production Research  9, 703-708.
Richard Chase, D. Tansik, N. Aquilano () "Management: A Life Cycle Approach ,"  Irwin, Inc..
Richard Chase () "A Classification and Evaluation of OM Research ,"  Journal of Operations Management, 9-14.
Richard Chase () "Where Does the Customer Fit in a Service Operation? ,"  Harvard Business Review  56, 137-142.
Richard Chase, L. Chase () "A Statistical Power Analysis of Applied Psychological Research ,"  Journal of Applied Psychology  2, 234-237.
Richard Chase () "New Directions in Assembly Line Research ,"  Proceedings of the Fifth National Decision Sciences Conference.
Richard Chase () "Strategic Considerations in Assembly Line Selection ,"  California Management Review, 17-23.
Richard Chase () "A Review of Models for Mapping the Socio-Technical System ,"  AIIE Transactions  7, 48-55.
Richard Chase, N. Aquilano () "Operations Management in Schools of Administration ,"  Proceedings of the Fourth Annual Decision Sciences Conference, 87-92.
Richard Chase () "Production System Termination: A Framework for Analysis ,"  Journal of Production and Inventory Management, 12-18.
Richard Chase () "A Review of Institution Building in India ,"  Journal of Asian Studies, 556-557.
Richard Chase () "A Survey of Paced Assembly Lines ,"  Industrial Engineering  6, 14-18.
Richard Chase, D. Clark () "Long-Range Planning in School Districts ,"  Educational Technology, 211-226.
Richard Chase () "Factors Affecting Readiness for Change Among Newspaper Production Workers ,"  Arizona Review, 8-11.
Richard Chase, N. Aquilano, R. Jacobs () "Operations Management for Competitive Advantage ,".
Richard Chase, J. Slocum, D. Kuhn () "Does Job Performance Affect Employee Satisfaction? ,"  Personnel Journal, 455-460.
Richard Chase () "Work Physiology: A New Approach for Selection and Placement ,"  Personnel Administration, 47-53.
Richard Chase, B. Hamilton () "A Work Physiology Study of the Relative Effects of Pace and Weight in a Carton Handling Task ,"  AIIE Transactions  1, 106-111.
Richard Chase, T. Robertson () "The Sales Process: An Open Systems Approach ,"  MSU Business Topics, 45-62.
Richard Chase () "The Predictability of Heart Rate in Sequential Work ,"  Journal of Industrial Hygiene, 480-494.
Richard Chase () "Energistic Effects of Task Sequencing ,"  Human Factors  9, 557-562.
Richard Chase () "Management Uses of Work Physiology ,"  California Management Review, 91-94.