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People; Operations Management; Forum; Clustering Analysis; Natural Language Processing
Roels G., Staats B. R. (2021). OM Forum - People-Centric Operations: Achievements and Future Research Directions Manufacturing and Service Operations Management, 23(4), pp. 745-757.
As the nature of work has become more service-oriented, knowledge-intensive, and rapidly changing, people - be they workers or customers - have become more central to operational processes and have impacted operational outcomes in novel and perhaps more fundamental ways. Research in people-centric operations (PCO) studies how people affect the performance of operational processes.In this OM Forum, the authors define PCO as an area of study, offer a categorization scheme to take stock of where the field has allocated its attention to date, and offer their thoughts on promising directions for future research.The future of PCO is bright: thanks to today’s availability of granular data, PCO researchers have numerous and growing opportunities to study, from both descriptive and prescriptive angles, the link between people’s behavior and operational performance.