Richard B. Chase

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Richard B. Chase is Professor Emeritus of Operations Management Marshall School of Business, University of Southern California Ph.D., MBA, B.S., UCLA.

Contents

Chase specializes in service operations management, which involves applying concepts from OM, organizational theory, and services marketing to the design of service processes. He devised the customer contact theory for service organization.

Academic work

Chase is known for the Production & Operations Management series book on Operations and Supply Chain [1] with the 13th edition being co-authored with R. Jacobs. With versions in seven different languages, it is one of the world's most widely used texts on the topic.

Chase's two most cited articles, "Where Does the Customer Fit in a Service Operation?" [2] and "The Service Factory". [3] have appeared in the Harvard Business Review.

Chase has served on the faculties of the Harvard Business School, University of Arizona, UCLA, IMD in Switzerland [4] Decision Sciences Institute, [5] and POMS.

in 2013, Chase, with co-author Sriram Dasu, published The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business.

Honors

Published books

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References

  1. "Operations and Supply Chain Management Information Center".
  2. Richard B. Chase (November 1978), "Where Does the Customer Fit in a Service Operation?", Harvard Business Review
  3. Chase, Richard B.; Garvin, David A. (July 1989), "The Service Factory", Harvard Business Review
  4. "AOM Fellows".
  5. "Archived copy". Archived from the original on 2008-04-27. Retrieved 2008-03-26.{{cite web}}: CS1 maint: archived copy as title (link)
  6. "POMS".
  7. "Archived copy". Archived from the original on 2013-09-10. Retrieved 2013-09-11.{{cite web}}: CS1 maint: archived copy as title (link)
  8. "AMA's Services Special Interest Group / SERVSIG's Home Page".
  9. "Archived copy". Archived from the original on 2012-11-05. Retrieved 2013-09-11.{{cite web}}: CS1 maint: archived copy as title (link)