How professors of operations management view service operations?

This study empirically tests assumptions that underlie operations managemen t (OM) scholars' belief that service operations should be managed different ly. Respondents were self-classified into manufacturing and service types. There is a significant statistical difference between the views held by eac h group with regard to statements such as "service OM should be taught as a separate course" and "service operations should be managed differently fro m manufacturing." There was general consensus on the service research agend a with the exception of three research areas: time standards, technology, a nd productivity. The survey also revealed that customer influence has the g reatest impact on service OM strategies and decisions.