Richard B. Chase is Professor Emeritus of Operations Management

Marshall School of Business The USC Marshall School of Business is the business school of the University of Southern California. It is accredited by the Association to Advance Collegiate Schools of Business. In 1997 the school was renamed following a $35 million donation fr ...

, University of Southern California Ph.D., MBA, B.S., UCLA. Chase specializes in service operations management, which involves applying concepts from OM, organizational theory, and

services marketing Services marketing is a specialized branch of marketing which emerged as a separate field of study in the early 1980s, following the recognition that the unique characteristics of services required different strategies compared with the marketin ...

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'' 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?" and "The Service Factory". have appeared in the ''

Harvard Business Review ''Harvard Business Review'' (''HBR'') is a general management magazine published by Harvard Business Publishing, a wholly owned subsidiary of Harvard University. ''HBR'' is published six times a year and is headquartered in Brighton, Massach ...

''. Chase has served on the faculties of the

Harvard Business School Harvard Business School (HBS) is the graduate business school of Harvard University, a private research university in Boston, Massachusetts. It is consistently ranked among the top business schools in the world and offers a large full-time MBA p ...

University of Arizona The University of Arizona (Arizona, U of A, UArizona, or UA) is a public land-grant research university in Tucson, Arizona. Founded in 1885 by the 13th Arizona Territorial Legislature, it was the first university in the Arizona Territory. T ...

, UCLA, IMD in Switzerland

Decision Sciences Institute The Decision Sciences Institute (DSI) is a professional association of university professors, graduate students, and practitioners whose interest lies in the application of quantitative research and qualitative research to the decision problems of ...

, 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

* 2004: Scholar of the Year by the POM Division of the Academy of Management. * 2007: lifetime achievement award from the Production and Operations Management Society * 2009: Honored as a major contributor to the field of service operations management in the January issue of the ''POMS Journal'' and also was awarded the Lovelock Award for his contribution to services by the

American Marketing Association The American Marketing Association (AMA) is a professional association for marketing professionals with 30,000 members as of 2012. It has 76 professional chapters and 250 collegiate chapters across the United States. The AMA was formed in from th ...

. * 2010: Selected by the UCLA Anderson School of Management for their 100 Points of Impact honors.

Published books

* ''The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business'', (with S. Dasu) McGraw Hill 2013 * ''Operations Management for Competitive Advantage'' (with N. Aquilano and R. Jacobs), McGraw-Hill/Irwin, Inc., 1973, 1977, 1981, 1985, 1989, 1992, 1995, 1998, 2000. (Among the three most widely adopted texts in Operations Management since 1974.) Reprinted in Spanish, Portuguese, Chinese, Simplified Chinese, and Russian. * ''Mistakeproofing--Designing the Errors Out of the System'' (with D. Stewart), Productivity Press, 1995. (Reprinted in Icelandic.) * ''Fundamentals of Operations Management'' (with N. Aquilano and M. Davis), McGraw-Hill/Irwin, Inc., 1991, 1994, 1998, 2000. * ''Service Management Effectiveness'' (with D. Bowen and T. Cummings), Jossey-Bass, 1990. *'' Management: A Life Cycle Approach'' (with D. Tansik and N. Aquilano), Richard D. Irwin, Inc., 1981.

References

External links

Chase
personal page {{DEFAULTSORT:Chase, Richard B. Year of birth missing (living people) Living people