The latest research in service management are developing sustainable supply chain, carbon proof supply chain, water proof supply chain, optimization of health care services and credit risk management etc.

If your defintion of service management includes customer services, then you can include emotions in service encounters. As for supply chain, you could include sustainable supply chains, as the previous  respondent has identified. To that you could include green logistics, reverse logistics and disaster or emergency supply chains, which does incorporate the elements of responsiveness, flexibility, cost, quality and of course speed. That said, research is not very extensive and could benefit from much more.

Hi Orakzai,

If your service & operation management is in the context of IT as specified in your note e.g. IT Service Management (ITSM) or IT Operation Management (ITOM) which are ITIL related, then I observed 2 changes shaping ITSM & ITOM which have impacted some of their processes:

1. the introduction of cloud in IT organizations (both IT end users & IT service providers) is changing ITSM & ITOM processes that were being executed traditionally because some cloud features like instant provisioning / de-provisioning, elasticity, on demand resourcing, usage chargeback / showback etc. has transformed the ways traditional processes are run as well as the tools are used

2. due to newer software development approach like agile / continuous delivery / DevOps that demanding rapid pace of apps change has changed the way typical software development team interacting with IT Infrastructure / Operation teams

Hi guys that's great , many thanks for your informative answers.

I wonder if you can help me futher;

can you please specify, if there is any article available on Multilevel research on Service operational management (SOM) or OM

How and in which way Supply chain design effects supply chain management.

Is there any useful survey questionnaire available to be used as a guide  to conduct a survey to study the impact of mobile commerce vs e-commerce etc.

Additionally, you can consider intercultural communication conflicts and willing to communication of service encounters in various service settings.