Purpose: The development of a service improvisation competence (Serv-IC), operationally defined as “the systemic ability of a service firm’s employees to deviate from established service delivery processes and routines to respond in a timely manner to unforeseen events using available...

Relates the current situation with regard to operations management in the USA by reporting on journal submissions and course popularity. Notes that the areas most popular in terms of journal submissions are supply chain management, operations strategy and quality management. Also notes that, in...