Purpose: The customer contact approach to service has been at the core of service theory since the 1970s. It suggests that the potential operating efficiency of a service is inversely related to the extent of customer contact with the provider's operations and that various service design issues...

Looks at operations management with a particular focus on the west coast of the USA. Considers two aspects: the first being curriculum development and the second relating to teaching and research. Gives a detailed view of the type of courses offered in the field. Also gives details of research...