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. He specializes in service operations management which involves applying concepts from OM, organizational theory, and services marketing to the design of service processes. He devised the customer contact theory for service organization.
He is known for the McGraw-Hill-published 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. His two most cited articles appeared in the Harvard Business Review. These are "Where Does the Customer Fit in a Service Operation?" and "The Service Factory".
He has served on the faculties of the Harvard Business School, University of Arizona, UCLA, and IMD in Switzerland. and Decision Sciences Institute, and POMS.
in 2013, Chase with co-author Sriram Dasu publishedThe Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business.a practical book on how management can use concepts from operations management and psychology to create exceptional service experiences.

2004: Scholar of the Yearby 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 Awardfor his contribution to services by the American Marketing Association.

2010: Selected by the UCLA Anderson School of Management as one of 100 individuals from among tens of thousands of alumni in their 100 Points of Impacthonors.

• 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.