Service Operations Management Research

With the social evolution from industrial society to information society, the human being is entering into the service society little by little. People's focus on tangible materials has gradually changed into focus on quality of life. This trend will consequently infuse the boom of service industry, such as finance, insurance, health, education, entertainment, etc. It's estimated that the potential development of China' service industry will be extremely dramatic with the enhancement of China's national power and improvement of Chinese people's living standard. Therefore it's crucially important to research service operation management related theories to guide China's service operation management practice.This paper consists of 4 parts: Part 1 first emphasizes the crucial role of service industry in the v/hole economy and the necessity of researching service operation management, then further discusses the features of service operation, which is the basis of the service operation method described later in this paper. Part 2 is the core of this paper. It describes the key components of service operation management, such as service contact, quality management, competence and requirement management and queuing management. This paper doesn't following the traditional way of briefly introducing the concept, measurement and implementation of service quality. Contradictionarily, it's based on the understanding of manufacturing product quality and service quality, then concludes the difference between the service quality and product quality, which is the innovative point of this paper. Part 3 adopts the service operation management method to solve the actual problems of Beijing Aviation Ground Sen-ice Co.Ltd. The last part describes the opportunities and challenges that China's service industry will confront after entering into WTO. Among all the 4 parts, Part 2 and 3 are the innovative and core parts.