Chase Patrick

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Hello, I replied to your request for feedback. I hope my comments/suggestions are useful, but if you have any questions please feel free to contact me. Thanks! Chevymontecarlo 21:28, 18 November 2010 (UTC)

Your submission at Articles for creation

Thank you for submitting an article to Wikipedia. Your submission has been reviewed and has been put on hold pending clarification or improvements from you or other editors. Please take a look and respond if possible. You can find it at Wikipedia talk:Articles for creation/Richard Chase. If there is no response within twenty-four hours the request may be declined; if this happens feel free to continue to work on the article. You can resubmit it (by adding the text {{subst:AFC submission/submit}} to the top of the article) when you believe the concerns have been addressed. Thank you. Alpha Quadrant ^talk 01:42, 20 November 2010 (UTC)

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Richard B. Chase

I've nominated the article for deletion. The version you have posted to mainspace was declined. Please address the issues mentioned before resubmitting it. If you want your article to survive: this is not the way to go about it. Jarkeld (talk) 22:37, 29 November 2010 (UTC)

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You recently made a submission to Articles for Creation. Your article has been reviewed and declined; it is now located at Wikipedia talk:Articles for creation/Richard B. Chase. Please do not recreate this article, as it was composed mainly of copyrighted information, which is not permitted on Wikipedia. Alpha Quadrant ^talk 00:35, 3 April 2011 (UTC)

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Your article submission Richard Chase

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Richard B. Chase

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

Active author and former professor Richard Chase specializes in service operations management which involves applying concepts from OM, organizational theory, and services marketing to the design of service processes. Most notably, he conceived of the customer contact theory for service organization design.

Chase has written extensive articles on the subject in Management Science and Operations Research, as well as being a primary author of the McGraw-Hill-published Production & Operations Management series. It is currently on its 13th edition and - with versions in seven different languages - is one of the world’s most widely used texts on the topic. Two of his Harvard Business Review articles, "Where Does the Customer Fit in a Service Operation?" and "The Service Factory" have been cited as classics and he was listed among the top 20 contributors in history operations management in the International Journal of Operations & Production Management, while the Journal of Retailing identified him as one of the leading scholars in services marketing. He is a Fellow of the Academy of Management and Decision Sciences Institute , and POMS. His money back service guarantee for his MBA course on Service Management received international attention in the business press. He has consulted or lectured to such companies as McKinsey Consulting, Disney Products Division, Dell Computers, Cisco Systems. He has also served on the faculties of the Harvard Business School, University of Arizona, UCLA, and IMD in Switzerland. His current work focuses on how management can use concepts from operations management and psychology to create exceptional service experiences.

Stepping away from text books, in 2013, Richard Chase with co-author Sriram Dasu released “The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business.”

Notable Honors

2004

Recognized as Scholar of the Year by the POM Division of the Academy of Management.

2007

Received a 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.

2010

Selected by the UCLA Anderson School of Management as one of only 100 individuals from among tens of thousands of alumni in their 100 Points of Impact honors. This is bestowed upon alumni who have made a difference and inspired others.

Published works

• “Designing the Soft Side of Customer Service, (with S. Dasu) MIT Sloan Management Review, Fall 2010.

• “Revisiting ‘Where does the Customer Fit in a Service Operation?’ Background and Future Development of Contact Theory", in P. Maglio et., al, Handbook of Service Science,2010.

• “Experience, Destination Services and Service Operations Strategy: Foundations an Exploratory Investigation (with A. Roth and C. Voss), Production & Operations Management Journal, 2008.

• “A History of Service Operations Management: What’s the Big Idea?” (with U. Apte), Journal of Operations Management, 2007.

• “A Tale of Two Countries: Conservatism, Service Quality, and Feedback on Customer Satisfaction” (with C.Voss, et.al.), Journal of Service Research, 2004.

• "Want to Perfect Your Company's Service? Use Behavioral Science" with S. Dasu) Harvard Business Review, 2001.

Bibliography

• 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.

• Human Issues in Service Design (with Cook, Bowen, Dasu, Stewart, and Tansik), Journal of Operations Management, Vol 20, no. 1, May 2002.

• Want to Perfect Your Company’s Service? Use Behavioral Science (with S. Dasu), Harvard Business Review, June 2001, pp. 78 - 85. (Cited in The 2002 List: “Breakthrough Ideas for Today’s Business Agenda”, HBR, March 2002)

• A Robust Approach for Improving Service Quality (with A. Soteriou), M&SOM, vol. 2, no. 3, Summer, 2000, 264-257.

• Antecedents of New Service Development Effectiveness (with C. Froehle, A. Roth, and C.Voss), Journal of Service Research, vol 3., no. 1, August 2000, pp. 3-17. Finalist, Best Paper Award for 2000 – 2001.

• The Impact of Human Error on Delivering Service Quality (with Doug Stewart), Production and Operations Management, vol. 8, no. 2, fall 1999, pp. 240 - 263.

• How Do Financial Services Stack Up? Findings from a Benchmarking Study of the US Financial Service Sector (with A. Roth and C. Voss) in Creating Value in Financial Services (E. Melnick, et. al editors), Kluwer Publishers, 1999, pp. 427 - 446.

• Service Operations Management: A Field Guide (with Ray Haynes), Handbook of Services Marketing, T. Swartz, editor, Sage Publications, 1999, pp. 455-471.

• A Critical Evaluation of the New Service Development Process: Integrated Service Innovation and Service Process Design (with S. Johnson, L. Menor and A. Roth), in Service Product Development, J. Fitzsimmons and M. Fitzsimmons (eds.), 1999, pp. 1- 32.

• Identifying Desirable Ranges of Customer Contact to Manage Service Quality (with A. Soteriou), Western DSI Conference Proceedings, 1995 (winner of Best Application Award). Journal of Operations Management, vol. 16, no. 3, 1998.

• The Strategic Levers of Yield Management (with S. Kimes), Journal of Service Research, invited paper, vol. 1, no. 2, 1998, 495-508. Reprinted in C. Lovelock, Services Marketing, 4th ed., 2001.

• Operations Management: Internationalization and Interdisciplinary Integration (with A. Zhang), International Journal of Operations and Production Management, invited paper on operations management development in the U.S., 1998.

• The Mall is My Factory: Reflections of a Service Junkie, Production and Operations Management Society Journal, Vol. 5, No. 4, Winter 1996, pp. 298-308.

• Constructing an Empirically Derived Measure for Customer Contact (with Deborah Kellogg), Management Science, November 1995, pp. 1734-1749.

• Make Your Service Failsafe (with D. Stewart), Sloan Management Review, Vol. 35, No. 3, Spring 1994, pp. 35-44.

• Reprinted as So gestalten Sie Ihren Service pannensicher, Harvard Business Manager, 2nd Quarter, 1995, pp. 81-94.

• An Exploratory Investigation of the Interdependence Between Marketing and Operations Functions in Service Firms (with J. Mahajan, A. Vakharia, and P. Paul) (lead article), International Journal of Research in Marketing, Vol. 11, 1994, pp. 1-15.

• Service Quality Deployment: Quality Service by Design (with R. Behara), in Perspectives in Operations Management (conference in honor of Elwood S. Buffa, UCLA, November 1991), R. K. Sarin, ed., Kluwer Publishing, 1993, pp. 87-99.

• A Production Planning and Scheduling System at an Environmental Laboratory (with S. Rajagopalan), International Journal of Production Economics (lead article), Volume 29, No. 1, 1993, pp. 125-138.

• Failsafing Services (with D. Stewart), International Service Quality Handbook, E. Scheuing and W. Christopher, eds., American Management Association Books Division, 1993, pp. 347-357.

• Service Based Manufacturing: The Service Factory (with R. Kumar and W. Youngdahl) Production and Operations Management , Vol. 1, No. 2, Spring 1992, pp. 175-184.

• Applying Operations Strategy to Service Firms (with R. Hayes), in Advances in Service Management and Marketing: Research and Practice, Brown et.al editors, JAI Press, 1992, pp. 53-74.

• Service by Design (with W. Youngdahl), Design Management Journal (keynote article), Vol. 3, No. 1, Winter 1992, pp. 9-15.

• Beefing-Up Operations in Service Firms (with R. Hayes), Sloan Management Review, Vol. 33, No. 1, Fall 1991, pp. 33-39.

• The Service Factory: A Future Vision, International Journal of Service Industry Management, Vol. 2, No. 3, 1991, pp. 60-70. Reprinted (with D. Garvin) in Quality Service Conference Proceedings, 1992.

• Dimensioning the Service Factory, in J. Ettlie et al. (eds.), Manufacturing Strategy: The Research Agenda for the Next Decade, Kluwer Academic Publishers, 1990.

• Service Quality and the Service Delivery System: A Diagnostic Framework (with D. Bowen), in Quality in Service, S. Brown and L. Crosby (eds.), Lexington Books, 1989.

• The Service Factory (with D. Garvin), Harvard Business Review, July-August 1989 (lead article), pp. 61-69. (Highlighted in Tom Peters' Liberation Management, and other contemporary business books.) Reprinted in: Pisano, G. and R. Hayes, Manufacturing Renaissance, HBS Press, 1995. Simon, H.H., Industrial Dienstleistungen, Schaffer Poschel, Germany, 1993.

• Service Management, Harvard Business School Press, 1991. Also in Japanese, Korean, and Italian. Integrating Operations and Human Resource Management in the Service Sector (with D. Bowen), in Strategy, Organization, Design, and Human Resource Management, C. Snow (ed.), JAI Press, 1989, pp. 293-329.

• The Antecedents of Organizational Slack (with M. Sharfman, D. Tansik, and G. Wolf), Academy of Management Review, Vol. 13, No. 4, October 1988, pp. 601-614.

• The Service Factory (with W. Erikson), Academy of Management Executive, Vol. II, No. 3, 1988, pp. 191-216 (lead article). (This is a completel different article from the one in the Harvard Business Review.) Reprinted in: Readings in Management, D. Rubenstein and R. Griffin (eds.), Houghton-Mifflin, 1989.

• Operations Management: A Field Rediscovered (with E. Prentis), invited paper for the Journal of Management, (Vol. 13, No. 3, 1987, pp. 351-66.

• A Sociotechnical Analysis of the Integrated Factory (with G. Susman), Journal of Applied Behavioral Science, special issue on sociotechnical systems, Vol. 22, No. 3, 1986, pp. 257-270.

• The 10 Commandments of Service Management, invited paper for special productivity issue, Interfaces, Vol. 15, No. 3, May-June 1985, pp. 68-72. Reprinted in Institute for Spanish Executives Alumni Bulletin (in Spanish), 1986.

• Designing High Contact Service Systems: Applications to Branches of a Savings and Loan (with G. Northcraft and G. Wolf), Decision Sciences, Vol. 15, No. 4, Fall 1984, pp. 542-555. (Nominated for the Stan Hardy Award for the outstanding OM paper in 1984.)

• A Model for Managing Service Organization Demand at the Point of Delivery (with G. Northcraft), and Academy of Management Review, Vol. 10, No. 1, January 1985, pp. 66-85.

• The Customer Contact Model for Organizational Design (with D. A. Tansik), Management Science, Vol. 29, No. 9, September 1983, pp. 1037-1050. Reprinted in Managing Service Quality, G. Clark (ed.), IFS Press, 1990.

• Motivating the Client/Employee System as a Service Production Strategy (with Mills and Margulies), Academy of Management Review, Vol. 3, No. 2, 1983, pp. 301-310. Reprinted in Managing Services Marketing: Text and Readings, John Bateson (ed.), The Dryden Press, 1989.

• The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions, Operations Research, special issue on Operations Management, Vol. 29, No. 4, July 1981, pp. 698-706. Reprinted in Managing Services: Marketing, Operations, and Human Resources, C. Lovelock (ed.), Prentice-Hall, 1988, 1992.

• An Exploratory Study of Interrelationships Among Technological and Operational Variables in Paced Assembly Lines (with Kal Singhal), International Journal of Production Research, Vol. 9, No. 6, 1981, pp. 703-708.

• A Classification and Evaluation of OM Research, invited paper, Journal of Operations Management, No. 1, August 1980, pp. 9-14. Reprinted in Journal of Production and Inventory Management, Vol. 22, No. 2, 2nd Quarter, 1981, pp. 49-58.

• Where Does the Customer Fit in a Service Operation? Harvard Business Review, Vol. 56, No. 6, November-December 1978, pp. 137-142. (This is one of the three most cited papers in the field of services marketing according to the Journal of Retailing article by Berry, et al., Spring 1993.) Reprinted in: Classic

• Readings in Operations Management, V.Sower, et. al Dryden (1995); Managing Services Marketing, J. Bateson (ed.), Dryden, 1992.

• Services Marketing: Text, Cases, and Readings, C. Lovelock (ed.), Prentice-Hall, 1988. Harvard Business Review Series: Service Management, E. Sasser (ed.), 1979, pp. 13-18. Arizona Review, 2nd Quarter, 1979, pp. 16-21.

• Advanced Management Reports (abstracted), January 1979, pp. 6-7.

Your submission at Articles for creation: Richard B. Chase (October 9)

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Thank you for your contributions to Wikipedia! Dovid (talk) 18:17, 9 October 2013 (UTC)

Hello! Chase Patrick, I noticed your article was declined at Articles for Creation, and that can be disappointing. If you are wondering or curious about why your article submission was declined please post a question at the Articles for creation help desk. If you have any other questions about your editing experience, we'd love to help you at the Teahouse, a friendly space on Wikipedia where experienced editors lend a hand to help new editors like yourself! See you there!

Wikipedia talk:Articles for creation/Richard B. Chase concern

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Your submission at Articles for creation: Richard B. Chase has been accepted

Richard B. Chase, which you submitted to Articles for creation, has been created.
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Your submission at Articles for creation: StreamElements (October 30)

Your recent article submission to Articles for Creation has been reviewed! Unfortunately, it has not been accepted at this time. The reasons left by Ceethekreator were: Please check the submission for any additional comments left by the reviewer. You are encouraged to edit the submission to address the issues raised and resubmit when they have been resolved.

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Ceethekreator (talk) 19:21, 30 October 2019 (UTC)

Draft:StreamElements concern

Hi there, I'm HasteurBot. I just wanted to let you know that Draft:StreamElements, a page you created, has not been edited in 5 months. The Articles for Creation space is not an indefinite storage location for content that is not appropriate for articlespace.

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Your draft article, Draft:StreamElements

Hello, Chase Patrick. It has been over six months since you last edited the Articles for Creation submission or Draft page you started, "StreamElements".

In accordance with our policy that Wikipedia is not for the indefinite hosting of material deemed unsuitable for the encyclopedia mainspace, the draft has been nominated for deletion. If you plan on working on it further, or editing it to address the issues raised if it was declined, simply and remove the {{db-afc}}, {{db-draft}}, or {{db-g13}} code.

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Thank you for your submission to Wikipedia! UnitedStatesian (talk) 14:53, 31 August 2020 (UTC)

Nomination of StreamElements for deletion

A discussion is taking place as to whether the article StreamElements is suitable for inclusion in Wikipedia according to Wikipedia's policies and guidelines or whether it should be deleted.

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Your draft article, Draft:StreamElements

Hello, Chase Patrick. It has been over six months since you last edited the Articles for Creation submission or Draft page you started, "StreamElements".

In accordance with our policy that Wikipedia is not for the indefinite hosting of material deemed unsuitable for the encyclopedia mainspace, the draft has been deleted. If you plan on working on it further and you wish to retrieve it, you can request its undeletion. An administrator will, in most cases, restore the submission so you can continue to work on it.

Thanks for your submission to Wikipedia, and happy editing. Liz ^{Read! Talk!} 22:44, 27 October 2021 (UTC)

Your submission at Articles for creation: StreamElements (April 22)

Your recent article submission to Articles for Creation has been reviewed! Unfortunately, it has not been accepted at this time. The reason left by Theroadislong was: Please check the submission for any additional comments left by the reviewer. You are encouraged to edit the submission to address the issues raised and resubmit when they have been resolved.

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Theroadislong (talk) 21:12, 22 April 2022 (UTC)

Your draft article, Draft:StreamElements

Hello, Chase Patrick. It has been over six months since you last edited the Articles for Creation submission or Draft page you started, "StreamElements".

In accordance with our policy that Wikipedia is not for the indefinite hosting of material deemed unsuitable for the encyclopedia mainspace, the draft has been deleted. If you plan on working on it further and you wish to retrieve it, you can request its undeletion. An administrator will, in most cases, restore the submission so you can continue to work on it.

Thanks for your submission to Wikipedia, and happy editing. Liz ^{Read! Talk!} 22:14, 22 October 2022 (UTC)