Aleda Roth is the Burlington Industries Distinguished Chair in Supply Chain Management at Clemson University's College of Business. She is an internationally recognized empirical scholar and thought leader in manufacturing and service operations strategy. Her research is motivated by and examines theoretical and practical explanations of how firms can best deploy their operations, global supply chains, and technology strategies for competitive advantage, sustainability, and public well-being. Roth is among the most influential authors in her respective areas of expertise, according to an analysis of the most frequently cited author/researchers within the business management discipline. Year in and out, she is ranked among the highest of her peers in research worldwide. Roth has received more than 100 research and teaching awards since receiving her doctorate in 1986. In more than 200 publications (110 in refereed journals), according to a study reported in Decision Sciences, her work ranks No. 2 as a leading author globally among all papers published in the four premier journals in her field (Production and Operations Management, Manufacturing
POM facing the new millenium: evaluating the past, leading with the present and planning the future of operations : selected papers from the First World Conference on Production and Operations Management, POM Sevilla 2000, 2000, ISBN 84-8009-102-9, págs. 159-168, 2000
POM facing the new millenium: evaluating the past, leading with the present and planning the future of operations : selected papers from the First World Conference on Production and Operations Management, POM Sevilla 2000, 2000, ISBN 84-8009-102-9, págs. 267-276, 2000
This paper presents the results of an empirical study of delivery patterns for typical banking pr... more This paper presents the results of an empirical study of delivery patterns for typical banking products. The study is based on a national sample survey of 117 United States retail banks. The paper uses clustering techniques to identify general "strategic groups" of retail banks. Each group is characterized by a distinctive type of service delivery system design strategy. Note: Paper presented to the 1988 National Academy of Management Meeting, Anaheim, CA., August 7-10. 1 Professor of Production, Technology and Operations Management, IESE 2 Professor, Boston University
Although hotels generally try for consistency, efficiency, and economy in service, guests appreci... more Although hotels generally try for consistency, efficiency, and economy in service, guests appreciate employees’ willingness to depart from scripted outlines and improvise service processes. This study of 320 hotel managers and 137 hotel employees highlights the nature and effects of organizational improvisation by examining three key elements of service improvisation—creativity, spontaneity, and bricolage, which is the ability to assemble new services from available resources. Employees at higher-end hotels reported being more likely to improvise, in part because they feel empowered to do so and have more resources at their disposal. Additionally, their guests expect a favorable response to unusual requests. Ironically, the opportunity to improve guest satisfaction through service improvisation is actually greater in lower-tier hotels where guests do not have such high expectations. Guests particularly appreciate it when employees at lower tier hotels are encouraged to improvise. On...
International Journal of Operations & Production Management, 2020
PurposeThe development of a service improvisation competence (Serv-IC), operationally defined as ... more PurposeThe 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 resources” (Secchi et al., 2019, p. 1329), has been proposed as an effective way to accommodate customer variability while increasing the quality of the service experience. However, empirical evidence of its impact on service performance is scant. This paper tests the effect of Serv-IC on performance in the hospitality industry.Design/methodology/approachThis paper develops a conceptual typology of service delivery systems (hereafter service typology is used interchangeably) in the hotel industry based on the experiential content of the service and the amount of standardization of service delivery routines. Then, using a survey of hotel managers, the effect of Serv-IC on hotel performance is estimated wi...
Purpose The purpose of this paper is to identify research themes in service operations that have ... more Purpose The purpose of this paper is to identify research themes in service operations that have great potential for exciting and innovative conceptual and empirical work. To frame these research themes, the paper provides a systematic literature review of operations articles published in the Journal of Service Management (JOSM). The thorough review of published work in JOSM and proposed research themes are presented in hopes that they will inspire impactful research on service operations. These themes are further developed in a companion paper, “Service operations: what’s next?” (Field et al., 2018). Design/methodology/approach The JOSM Service Operations Expert Research Panel conducted a Delphi study to generate research themes where leading-edge research on service operations is being done or has yet to be done. Nearly 700 articles published in JOSM from its inception through 2016 were reviewed and classified by discipline focus. The subset of service operations articles was then...
New Service Development: Creating Memorable Experiences
Page 19. CHAPTER 1 A Critical Evaluation of the New Service Development Process Integrating Servi... more Page 19. CHAPTER 1 A Critical Evaluation of the New Service Development Process Integrating Service Innovation and Service Design Susan Paul Johnson Larry J. Menor Aleda V. Roth Richard B. Chase Two dramatic developments ...
This article examines the influence of ISO 9000 certification on plant‐level process compliance, ... more This article examines the influence of ISO 9000 certification on plant‐level process compliance, which arguably is its first‐order, targeted performance dimension. The empirical setting is the medical device manufacturing industry. Process compliance is measured through Food and Drug Administration inspections of manufacturing plants. We control for several observable factors that possibly affect process compliance by matching certified plants with non‐certified plants. Using longitudinal data, we find plants that obtained certification in the earlier diffusion period (early‐certified plants) tend to have significantly better process compliance than a matched, non‐certified control group of plants. The compliance difference between early‐certified plants and their matched control group is greater than the compliance difference between late‐certified plants and their matched control group. We also find deterioration in process compliance over time after certification. Because we capt...
Growing competitive pressures and escalating customer demands have led businesses to sophisticate... more Growing competitive pressures and escalating customer demands have led businesses to sophisticated information technology to manage costs and enhance revenues. Two popular initiatives are supply chain management (SCM) and customer relationship management (CRM). SCM focuses on optimizing the materials, information, services, and financial flows through a supply network. CRM focuses on marketing, sales, and customer service, and aims to maximize the value of customer relationships. Furthermore, the real potential lies in the integration of SCM and CRM. Disconnected implementations can result in IT “silos” with redundancies in hardware, software and staff, breaks in the information chain, and disappointing performance. There are different paths to integration. The right path depends on the organization’s relative maturity on 6 key factors: 1) interconnectivity, 2) interoperability of systems’ functionality, 3) information integrity, 4) interorganizational competence, 5) intellectual ca...
POM facing the new millenium: evaluating the past, leading with the present and planning the future of operations : selected papers from the First World Conference on Production and Operations Management, POM Sevilla 2000, 2000, ISBN 84-8009-102-9, págs. 159-168, 2000
POM facing the new millenium: evaluating the past, leading with the present and planning the future of operations : selected papers from the First World Conference on Production and Operations Management, POM Sevilla 2000, 2000, ISBN 84-8009-102-9, págs. 267-276, 2000
This paper presents the results of an empirical study of delivery patterns for typical banking pr... more This paper presents the results of an empirical study of delivery patterns for typical banking products. The study is based on a national sample survey of 117 United States retail banks. The paper uses clustering techniques to identify general "strategic groups" of retail banks. Each group is characterized by a distinctive type of service delivery system design strategy. Note: Paper presented to the 1988 National Academy of Management Meeting, Anaheim, CA., August 7-10. 1 Professor of Production, Technology and Operations Management, IESE 2 Professor, Boston University
Although hotels generally try for consistency, efficiency, and economy in service, guests appreci... more Although hotels generally try for consistency, efficiency, and economy in service, guests appreciate employees’ willingness to depart from scripted outlines and improvise service processes. This study of 320 hotel managers and 137 hotel employees highlights the nature and effects of organizational improvisation by examining three key elements of service improvisation—creativity, spontaneity, and bricolage, which is the ability to assemble new services from available resources. Employees at higher-end hotels reported being more likely to improvise, in part because they feel empowered to do so and have more resources at their disposal. Additionally, their guests expect a favorable response to unusual requests. Ironically, the opportunity to improve guest satisfaction through service improvisation is actually greater in lower-tier hotels where guests do not have such high expectations. Guests particularly appreciate it when employees at lower tier hotels are encouraged to improvise. On...
International Journal of Operations & Production Management, 2020
PurposeThe development of a service improvisation competence (Serv-IC), operationally defined as ... more PurposeThe 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 resources” (Secchi et al., 2019, p. 1329), has been proposed as an effective way to accommodate customer variability while increasing the quality of the service experience. However, empirical evidence of its impact on service performance is scant. This paper tests the effect of Serv-IC on performance in the hospitality industry.Design/methodology/approachThis paper develops a conceptual typology of service delivery systems (hereafter service typology is used interchangeably) in the hotel industry based on the experiential content of the service and the amount of standardization of service delivery routines. Then, using a survey of hotel managers, the effect of Serv-IC on hotel performance is estimated wi...
Purpose The purpose of this paper is to identify research themes in service operations that have ... more Purpose The purpose of this paper is to identify research themes in service operations that have great potential for exciting and innovative conceptual and empirical work. To frame these research themes, the paper provides a systematic literature review of operations articles published in the Journal of Service Management (JOSM). The thorough review of published work in JOSM and proposed research themes are presented in hopes that they will inspire impactful research on service operations. These themes are further developed in a companion paper, “Service operations: what’s next?” (Field et al., 2018). Design/methodology/approach The JOSM Service Operations Expert Research Panel conducted a Delphi study to generate research themes where leading-edge research on service operations is being done or has yet to be done. Nearly 700 articles published in JOSM from its inception through 2016 were reviewed and classified by discipline focus. The subset of service operations articles was then...
New Service Development: Creating Memorable Experiences
Page 19. CHAPTER 1 A Critical Evaluation of the New Service Development Process Integrating Servi... more Page 19. CHAPTER 1 A Critical Evaluation of the New Service Development Process Integrating Service Innovation and Service Design Susan Paul Johnson Larry J. Menor Aleda V. Roth Richard B. Chase Two dramatic developments ...
This article examines the influence of ISO 9000 certification on plant‐level process compliance, ... more This article examines the influence of ISO 9000 certification on plant‐level process compliance, which arguably is its first‐order, targeted performance dimension. The empirical setting is the medical device manufacturing industry. Process compliance is measured through Food and Drug Administration inspections of manufacturing plants. We control for several observable factors that possibly affect process compliance by matching certified plants with non‐certified plants. Using longitudinal data, we find plants that obtained certification in the earlier diffusion period (early‐certified plants) tend to have significantly better process compliance than a matched, non‐certified control group of plants. The compliance difference between early‐certified plants and their matched control group is greater than the compliance difference between late‐certified plants and their matched control group. We also find deterioration in process compliance over time after certification. Because we capt...
Growing competitive pressures and escalating customer demands have led businesses to sophisticate... more Growing competitive pressures and escalating customer demands have led businesses to sophisticated information technology to manage costs and enhance revenues. Two popular initiatives are supply chain management (SCM) and customer relationship management (CRM). SCM focuses on optimizing the materials, information, services, and financial flows through a supply network. CRM focuses on marketing, sales, and customer service, and aims to maximize the value of customer relationships. Furthermore, the real potential lies in the integration of SCM and CRM. Disconnected implementations can result in IT “silos” with redundancies in hardware, software and staff, breaks in the information chain, and disappointing performance. There are different paths to integration. The right path depends on the organization’s relative maturity on 6 key factors: 1) interconnectivity, 2) interoperability of systems’ functionality, 3) information integrity, 4) interorganizational competence, 5) intellectual ca...
Uploads
Papers by Aleda Roth