@misc{chase_2017_854722, author = {Chase, Richard B. and Apte, Uday M.}, title = {{A history of research in service operations: What's the big idea?}}, month = aug, year = 2017, publisher = {Zenodo}, doi = {10.1016/j.jom.2006.11.002}, url = {https://doi.org/10.1016/j.jom.2006.11.002} }