Chris Voss
Emeritus Professor of Management Science and Operations
BSc MSc PhD (London)
Professor Chris Voss gained both his Masters and PhD at London Business School. He is a qualitative empirical researcher with eclectic research interests including service management, experiential services; role of technology in operations, manufacturing strategy; and international issues in operations management.
His work has been published in leading international journals including Journal of Operations Management, Production and Operations Management, Journal of Product Innovation Management and the Journal of Service Research. He has been elected fellow of the Production and Operations Management Society, Decision Science Institute, British Academy of Management and the European Operations Management Association.
He was co-founder and for many years president of the European Operations Management Association. He was formerly Professor of Manufacturing Policy and Strategy at Warwick Business School; a Consultant at Harbridge House Europe and a Production Controller at British Steel Corporation.
- cvoss@london.edu
- +44 (0)20 7000 8812
- Chris Voss CV
- Service management, including service supply chains, experiential services and role of technology
- Operational Improvement
- Operations strategy
2024
The circular economy: a transformative service perspective
Sonnichsen S; de Jong A; Clement J; Maull R; Voss C
Journal of Service Research 2024 Online first
2021
Towards an actionable and pragmatic view of impact
Voss C A
Academy of Management Discoveries 2021 Vol 6:4 p 538-539
2019
Contracting outsourced services with collaborative key performance indicators
Akkermans H; van Oppen W; Wynstra F; Voss C
Journal of Operations Management 2019 Vol 65:1 p 22-47
Deployment strategies for service innovation
Wang Q; Voss C; Zhao X
IEEE Transactions on Engineering Management 2019 Vol 66:4 p 514-528
Ramp-up and ramp-down dynamics in digital services
Akkermans H; Voss C; van Oers R
Journal of Supply Chain Management 2019 Vol 55:3 p 3-23
2017
“Service Encounter 2.0”: an investigation into the roles of technology, employees and customers
Lariviere B; Bowen D; Andreassen T W; Kunz W; Sirianni N J; Voss C; Wunderlich N J; Keyser A
Journal of Business Research 2017 Vol 79 p 238-246
Service modularity and architecture : an overview and research agenda
Brax S A; Bask A; Hsuan J; Voss C
International Journal of Operations and Production Management 2017 Vol 37:6 p 686-702
2016
Innovating through services, co-creation and supplier integration : cases from China
Zhang M; Zhao X; Voss C; Zhu G
International Journal of Production Economics 2016 Vol 171:3 p 289-300
Reflections on context in service research
Voss C; Parks H; Sousa R; Witell L; Wünderlich N
Journal of Service Management 2016 Vol 27:1 p 30-36
Strategically flexible production: the multi-focused manufacturing paradigm. A review and outlook
Voss C A
In: A Journey through Manufacturing and Supply Chain Strategy Research: a tribute to Professor Gianluca Spina. Springer International Publishing, Switzerland, pp. 41-69. ISBN 978-3-319-31103-6
2015
Futurizing smart service: Implications for service researchers and managers
Wünderlich N; Heinonen K; Lemmink J; Ostrom A; Patrícío L; Sousa R; Voss C
Journal of Services Marketing 2015 Vol 29:6/7 p 442-447
Making a meaningful contribution to theory
Boer H; Holweg M; Pagell M; Schmenner R; Voss C
International Journal of Production and Operations Management 2015 Vol 35:9 p 1231-1252
Modes of service innovation: A typology
Wang Q; Voss C; Zhao X
Industrial Management and Data Systems 2015 Vol 115:7 p 1358-1382
Service research priorities in a rapidly changing context
Ostrom A L; Parasuraman A; Bowen D; Patrício L; Voss C
Journal of Service Research 2015 Vol 18:2 p 127-159
2013
Same old methodologies? Perspectives on OM research in the post-lean age
MacCarthy B L; Lewis M; Voss C A; Narasimhan R
International Journal of Operations and Production Management 2013 Vol 33:7 p 934-956
Service bullwhip effect
Akkermans H; Voss C A
International Journal of Operations and Production Management 2013 Vol 33:6 p 765-788
2011
Best practice interventions: Short-term impact and long-term outcomes
Voss C; Done A; Rytter N
Journal of Operations Management 2011:29 p 500-513
Service science: The opportunity to re-think what we know about service design
Voss C A ; Hsuan J
The Science of Service Systems 2011 p 231-244
2010
Necessary condition hypotheses in operations management
Dul J; Hak T; Goertz G; Voss C A
International Journal of Operations and Production Management 2010 Vol 30:11 p 1170-1190
Service design for experience-centric services
Zomerdijk L ; Voss C A
Journal of Service Research 2010 Vol 20:10 p 1-16
2009
Operations management associations in Europe - a history
Karlsson C ; Voss C A
International Journal of Operations and Production Management 2009 Vol 29:11 p 1093-1198
The effects of service failures and recovery on customer loyalty in e-services: An Empirical Investigation
Sousa R ; Voss C A
International Journal of Operations and Production Management 2009 Vol 29:8 p 834-864
2008
Contingency research in operations management practices
Voss C A; Sousa R
Journal of Operations Management 2008 Vol 26:6 p 697-713
2007
Effects of service failure and service recovery on customer loyalty in e-services: an empirical investigation
Rui S; Voss C A
Proceedings of the European Operations Management Association conference, Bilkent, Turkey, June 2007
Evolution of best practices in operations
Voss C A
Proceedings of the European Operations Management Association conference, Bilkent, Turkey, June 2007
Experience, service operations strategy, and services as destinations: foundations and exploratory investigation
Voss C A; Roth A V; Chase R B
Production and Operations Management 2007 Vol 17:3 p 247-266
Innovation in experiential services - an empirical view
Voss C A; Zomerdijk L G
DTI Occasional Paper no 9, Innovation in Services, May 2007, London, DTI, pp97-134
Insights into factors affecting 'Production and Operations Management Journal' evaluations
Theoharakis V T; Voss C A; et al.
Journal of Operations Management 2007 Vol 25:4 p 932-955
Lean process improvement activities - bridging short term outcomes and long term sustainability
Rytter N G; Done A; Voss C A
Proceedings of the European Operations Management Association conference, Bilkent, Turkey, June 2007
Learning from the first 'Operations management textbook'
Voss C A
Journal of Operations Management 2007 Vol 25:2 p 239-247
Operational implications of manufacturing outsourcing for subcontractor plants: an emperical investigation
Sousa R; Voss C A
International Journal of Operations and Production Management 2007 Vol 27:9 p 974-997
Service system design from a customer experience perspective
Zomerdijk L G; Voss C A
Proceedings of the European Operations Management Association Conference, Bilkent, Turkey, June 2007
2006
Service quality in multichannel services employing virtual channels
Sousa R; Voss C A
Journal of Service Research 2006 May Vol 8:4 p 356-371
2005
Impact of supply chain relationship dynamics on manufacturing performance
Fynes B J; Voss C A; Burca S
International Journal of Production and Operations Management 2005 Vol 25:1 p 6-19
Impact of supply chain relationship quality on quality performance
Fynes B J; Burca S; Voss C A
International Journal of Production Economics 2005 Jun Vol 96:3 p 339-354
Paradigms of manufacturing strategy re]visited
Voss C A
International Journal of Operations and Production Management 2005 Vol 25:12 p 1211-1222
Paradigms of manufacturing strategy re-visited
Voss C A
International Journal of Operations and Production Management 2005 Vol 25:12 p 1223-1227
2004
Managerial choice and performance in service management: a comparison of private sector organizations with further education colleges
Voss C A; Tsikriktsis N; et al.
Journal of Operations Management 2004 Feb Vol 23:2 p 179-195
Problems, dilemmas and promising practices
Voss C A et al.
in Wassenhoave L et al. eds., Operations management as a change agent, p 309-318, INSEAD, 2004
Service design for large scale service operations: the example of destination services
Voss C A; Gerbeau P Y
in Wassenhove L et al. eds., Operations management as a change agent, p 645-654, INSEAD, 2004
Service quality in multi-channel services employing virtual channels
Voss C A; Sousa R
Operations and Technology Management Working Paper Series
Tale of two countries: conservatism, service quality, feedback and customer satisfaction
Voss C A; et al.
Journal of Service Research 2004 Vol 6:3 p 212-230
2003
Rethinking paradigms of service: service in a virtual environment
Voss C A
International Journal of Operations and Production Management 2003 Vol 23:1 p 88-104
Role of supplier's institutional trustworthiness signals in open B2B e-marketplaces: an exploratory study
Garavelli A C; Lanzolla G; Voss C A
in Proceedings of the Annual EurOMA-POMS Conference, Cernobbio, 2003
2002
Case research in operations management
Voss C A; Tsikriktsis N; Frohlich M
International Journal of Operations and Production Management 2002 Vol 22:2 p 195-219
Moderating effect of buyer-supplier relationships on quality practices and performance
Fynes B; Voss C A
International Journal of Operations and Production Management 2002 Vol 22:5/6 p 589-613
Quality management re-visited: a reflective review and agenda for future research
Sousa R; Voss C A
Journal of Operations Management 2002 Feb Vol 20:1 p 91-109
Tools for business: 'Knowledge assets in global services strategy'
Voss C A; et al.
in Conceiaco P et al. eds., Systems and policies for the globalised learning economy, Greenwood Publishing, 2002
2001
Americans are coming: to Europe's b-schools
Yip G; Voss C A
Strategy and Business 2001 Vol 24 p 14-15
Captivate networks and elevator telematics
Voss C A; Anderson J
Business Strategy Review 2001 Spring Vol 12:1 p 51-59
From complacence to competence: lessons from the United Kingdom
Voss C A; Blackmon K L
in Schroeder R G and Flynn B B eds., High performance manufacturing, p 225-245, Wiley, 2001
Manufacturing strategy: building capability for dynamic markets
Voss C A et al.
in Schroeder R G and Flynn B B eds., High performance manufacturing, p 59-72, Wiley, 2001
Path analytic model of quality management practices, quality performance and business performance
Fynes B; Voss C A
Production and Operations Management 2001 Winter Vol 10:4 p 494-513
Paths of improvement in plant operations
Voss C A; Filippini R; Vinelli A
in Schroeder R G and Flynn B B eds., High perfomance manufacturing, p 19-40, Wiley, 2001
Quality management: universal or context dependent?
Sousa R; Voss C A
Production and Operations Management 2001 Winter Vol 10:4 p 383-404
Small firms under microsope: international differences in production/operations management practices and performance
Voss C A; Cagliano R; Blackmon K L
Integrated Manufacturing Systems 2001 Vol 12:7 p 469-482
2000
Antecedents of new service development effectiveness: an exploratory examination of strategic operations choices
Voss C A et al.
Journal of Service Research 2000 Vol 3:1 p 3-17
Bridges and motorways: exploring the strategic implications of using SAP R/3 in manufacturing business
Voss C A; Ullman K D
in POMS Sevilla Conference, 2000
Development of a technical innovation audit
Voss C A; Chiesa V; Coughlan P
in Borckhoff K et al. eds., Readings in technology management, p 303-354, Twente University Press, 2000
How do financial services stack up?: findings from a benchmarking study of the US financial service sector
Voss C A; Chase R B; Roth A V
in Melnick E et al. eds., Creating value in financial services, p 427-446, Kluwer Publishers, 2000
Knowledge assets in global service strategy
Voss C A; et al.
in Gibson D V et al. eds., Systems and policies for the globalized learning economy, Quorum Publications, 2000
Model-based approach to lead-time reduction and design quality in CE based design process
Voss C A; Mizuama H
in POMS Sevilla Conference, 2000
Re-thinking paradigms of service: the impact of the web
Voss C A
in Van Dierdonck R and Vereeke A eds., Operations management: crossing borders and boundaries: the changing role of operations, p 631-638, University of Gent Academia Press, 2000
Worlds apart: a look at the operations management area in the US, UK and Scandinavia
Drejer A; Blackmon K L; Voss C A
Scandinavian Journal of Management 2000 Vol 16:1 p 45-66
1999
International service study
Voss C A; Chase R B; Roth A V
Decision Line 1999 May Vol 30:3 p 4-7
Service competitiveness: an international benchmarking comparison of service practice and performance in Germany, UK and USA
Voss C A et al.
International Journal of Service Industry Management 1999 Vol 10:4 p 369-379
Talking POM: creating a dialogue between three different approaches to production and operations management
Voss C A; Blackmon K L; Drejer A
in Academy of Management Best Paper Proceedings, Chicago, 1999
1998
Diagnostic benchmarking and manufacturing improvement
Voss C A; Ahlstrom P; Blackmon K L
in Coughlan P, Dromgoole T and Peppard J eds., Operations management: future issues and competitive responses, University of Dublin Press, 1998
Differences in manufacturing strategy decisions between Japanese and Western manufacturing plants: the role of strategic time orientation
Voss C A; Blackmon K L
Journal of Operations Management 1998 May Vol 16:2/3 p 147-158
Initiation of manufacturing improvement: a force field perspective
Voss C A; Blackmon K L
in Coughlan P, Dromgoole T and Peppard J eds., Operations management: future issues and competitive responses, University of Dublin Press, 1998
Is ISO 9000 good for business?: institutional and efficiency perspectives on quality management
Blackmon K L; Voss C A
in Academy of Management Best Paper Proceedings, San Diego, 1998
Made in Europe: small companies
Voss C A; Blackmon K L et al.
Business Strategy Review 1998 Winter Vol 9:4 p 1-20
1997
Achieving world class service: an Anglo-American benchmark comparison of service practice and performance
Voss C A et al.
London Business School, 1997
Benchmarking and operational performance: some empirical results
Voss C A; Ahlstrom P; Blackmon K L
Benchmarking for Quality Management and Technology 1997 Vol 4:4 p 273-285
Benchmarking and operational performance: some empirical results
Blackmon K L; Voss C A; Ahlstrom P
International Journal of Operations and Production Management 1997 Vol 17:10 p 1046-1058
Manufacturing strategy
Voss C A; Hill T J
Integrated Manufacturing Systems 1997 Vol 8:5 p 254-349 Special issue
Manufacturing strategy
Voss C A
in Slack N ed., Blackwell encyclopedic dictionary of operations management, p 104-109, Blackwells, 1997
Service competitiveness: an Anglo-US study
Voss C A et al.
Business Strategy Review 1997 Spring Vol 8:1 p 7-22
Survey research in operations management
Voss C A; Filippini R
International Journal of Operations and Production Management 1997 Vol 11:7 p 652-654
Transfer and transferability of Japanese manufacturing practices to the west
Voss C A; Blackmon K L
Organisations and People 1997 Vol 4:2 p 22-28
1996
Competitiveness of UK service: an Anglo-US benchmark comparison of service practice and performance
Voss C A et al.
London Business School, 1996
Development of a technical innovation audit
Chiesa V; Coughlan P D; Voss C A
Journal of Product Innovation Management 1996 Mar Vol 13:2 p 105-136
Impact of national and parent company origin on world-class manufacturing: findings from Britain and Germany
Voss C A; Blackmon K L
International Journal of Operations and Production Management 1996 Vol 16:11 p 96-115
Including engineering in operations strategy
Voss C A; Winch G
Production and Operations Management 1996 Spring Vol 5:1 p 78-90
Learning, benchmarking and manufacturing performance
Voss C A; Ahlstrom P; Blackmon K L
in Voss C A ed., Manufacturing strategy: operations management in a global context, p 689-694, London Business School, 1996
Made in Europe 2: an Anglo-German design study
Voss C A; Blackmon K L; Claxton T
London Business School/IBM, 1996
Managing new product design and development: an Anglo-German study
Voss C A et al.
Business Strategy Review 1996 Autumn Vol 7:3 p 1-15
Research agendas in operations management: a report
Voss C A; Blackmon K L
Engineering and Physical Science Research Council/London Business School, 1996
Transfer and transferability of Japanese manufacturing practices to the west
Voss C A
in Warwick D ed., Managing across borders: culture and communication for British and Japanese businesses, p 84-98, Daiwa Anglo-Japanese Foundation, 1996
Validity of the EQA business excellence model: testing in different contexts
Voss C A; Blackmon K L
in Proceedings of the EFQM Leading Edge Conference, Paris, 1996
1995
Alternative paradigms for manufacturing strategy
Voss C A
International Journal of Operations and Production Management 1995 Vol 15:4 p 5-16
Benchmarking best practice in European manufacturing sites
Hanson P; Voss C A
Business Process Re-Engineering and Management Journal 1995 Vol 1:1 p 60-94
Competitiveness of European manufacturing: a four country study
Voss C A et al.
Business Strategy Review 1995 Spring Vol 6:1 p 1-25
Operations management: from Taylor to Toyota: and beyond?
Voss C A
British Journal of Management 1995 Dec Vol 6:6 p 17-30 Special issue
1994
Developing and testing benchmarking and self-assessment frameworks in manufacturing
Voss C A; Chiesa V; Coughlan P D
International Journal of Operations and Production Management 1994 Vol 14:3 p 85-103
Evaluating leadership as an enabler of innovation
Voss C A; Coughlan P D; Chiesa V
in Proceedings of the EIASM Conference on New Product Development, 1994
From product innovation management to total innovation management
Voss C A
Journal of Product Innovation Management 1994 Vol 11:5 p 460-463
Implementation of manufacturing innovations
Voss C A
in Dodgson M and Rothwell R eds., Handbook of industrial innovation, p 405-417, Edward Elgar, 1994
ISO 9000, BS5750, EN2900 and quality performance: the UK experience
Voss C A; Blackmon K L
in Proceedings of the European Foundation for Quality Management conference, Barcelona, 1994
Managing beyond the short-term
Voss C A; Blackmon K L
in Tomorrow's best practice, p 43-51, Foundation for Manufacturing and Industry/DTI/IBM Consulting Group, 1994
Practice performance relationships in UK manufacturing industry
Voss C A; Blackmon K L
in Proceedings of the first European Operations Management Association conference, Cambridge, 1994
Service quality in product-based firms
Voss C A
in Quality in Services Conference 3: Proceedings (International Service Quality Association), 1994
Successful innovation and implementation of processes
Voss C A
in Lorange P ed., Strategic planning process, Dartmouth Publishing, 1994
1993
Changing role of manufacturing
Voss C A
in Proceedings of the Total Quality Management and Transformation Conference, La Hulpe, 1993
Evidence submitted to the House of Commons Trade and Industry Select Committee
Voss C A; Hanson P
in Competitiveness of UK manufacturing industry: minutes of evidence, HMSO, 1993
Submission to the Commission on Management Research
Voss C A
in Commission on Management Research statement of evidence, Economic and Social Research Council, 1993
1992
Applying service concepts in manufacturing
Voss C A
International Journal of Operations and Production Management 1992 Vol 12:4 p 93-99
Implementing integrating technologies: developing managerial integration for CAD/CAM
Voss C A; Twigg D; Winch G
International Journal of Operations and Production Management 1992 Vol 12:7/8 p 76-91
Innovation of processes: success, implementation and practical steps
Voss C A
in Bowen A and Ricketts M eds., Stimulating innovation in industry, p 132-153, Kogan Page, 1992
Manufacturing strategy formulation as a process
Voss C A
in Voss C A ed., Manufacturing strategy: process and content, p 121-132, Chapman & Hall, 1992
Measurement of innovation and design performance in services
Voss C A et al.
Design Management Journal 1992 Winter Vol 3:1 p 40-46
Successful innovation and implementation of new processes
Voss C A
Business Strategy Review 1992 Spring Vol 3:1 p 29-44
Towards a classification of service processes
Voss C A et al.
International Journal of Service Industry Management 1992 Vol 3:3 p 62-75
Where should service quality be measured?: conclusions from a process based model
Voss C A
in Quality in Service Conference 2: selected papers, New York, 1992
1991
Applying service concepts in manufacturing
Voss C A
in Bennett D and Lewis C eds., Achieving competitive edge: getting ahead through people and technology, Springer-Verlag, 1991
Implementation issues in simultaneous engineering
Voss C A; Russell V L; Twigg D
International Journal of Technology Management 1991 Vol 6:3/4 p 293-302
Integrating technology and organisation in the implementation of CAD/CAM
Voss C A; Twigg D
in Bennett D and Lewis C eds., Achieving competitive edge: getting ahead through people and technology, Springer-Verlag, 1991
Managerial integration and CIM: a strategic response
Voss C A et al.
Computer Integrated Manufacturing Systems 1991 May Vol 4:2 p 103-108
Multiple independent invention and the process of technological innovation
Voss C A
in Rosegger G ed., Management of technological change, Elsevier, 1991
Quality in manufacturing strategy
Voss C A
in Chase R ed., Implementing total quality management, IFS Publications, 1991
1990
Issues in setting JIT supply
Voss C A; Harrison A
International Journal of Operations and Production Management 1990 Vol 10:2 p 84-93
Just-in-time manufacturing
Voss C A; ed.
In Proceedings of the 4th International Conference of the Operations Management Association, Springer-Verlag, 1990
Manufacturing strategy: theory and practice
Voss C A; ed.
In Proceedings of the 5th International Conference of the Operations Management Association, 1990
Quality measurement in service industries
Voss C A; Silvestro R; Johnston R
International Journal of Service Industry Management 1990 Vol 1:2 p 54-66
Transfer and adaptation of JIT manufacturing practices by Japanese companies in the UK
Voss C A; Okazaki-Ward L
Operations Management Review 1990 Vol 7:3 p 24-29
Managing marketing services in the 1990s
Voss C A; et al.
in Moutinho T R and Morgan N eds., Patterns of measurement of services performance: empirical results, Cassell, 1989
Managing new manufacturing technology
Voss C A
in Wild R ed., International handbook of production and operations management, Cassell, 1989
2010
Service design for experience-centric services
Zomerdijk L; Voss C A
Operations and Technology Management Working Paper Series
2004
Service quality in multi-channel services employing virtual channels
Sousa R; Voss C A
Operations and Technology Management Working Paper Series
2003
The influence of supply chain context (OEM vs. subcontracting) on quality management
Voss C A; Sousa R
Operations and Technology Management Working Paper Series
2002
Quality management re-visited: a reflective review and agenda for future research
Voss C A; Sousa R
Operations and Technology Management Working Paper Series
Rethinking paradigms of service: service in a virtual environment
Voss C A
Operations and Technology Management Working Paper Series
2001
Quality management: universal or context dependent?: an empirical investigation across the manufacturing strategy spectrum
Voss C A; Sousa R
Operations and Technology Management Working Paper Series
British Airways Service Recovery (B)
Voss, C A
British Airways Service Recovery (C)
Voss, C A
Xscape: Building a Destination
Voss B; Voss C A; Gerbeau P Y
PY and the Dome - TN
Voss C A; Pullman, M
The Malabar Beach Hotel
Voss C A
1998
British Academy of Management conference issue
Voss C A
British Journal of Management 1998 Sept Vol 9
1997
1996, EurOMA conference proceedings
Voss C A; Karlsson C; eds.
International Journal of Operations and Production Management, special issue, 1997 Vol 11:10 123pp
1996
Designed in Europe: an Anglo-German comparison
Hanson P; Voss C A et al.
IBM/London Business School, 1996
Manufacturing strategy: operations strategy in a global context
Voss C A ed.
London Business School, 1996
Management and new production systems
Voss C A; Karlsson C; eds.
International Journal of Operations and Production Management special issue 1994
1993
Innovation, your move: an executive overview
Voss C A; Chiesa V; Coughlan P D
Department of Trade and Industry, 1993
Innovation, your move: self assessment guide and workbook
Voss C A; Chiesa V; Coughlan P D
Department of Trade and Industry, 1993
Made in Britain: the true state of Britain's manufacturing industry
Voss C A; Hanson P
IBM United Kingdom Limited/London Business School, 1993
1992
In search of quality: an assessment of 42 British organisations using the criteria of the Baldridge Quality Award
Voss C A; Cruise O'Brien R
London Business School, 1992
Review of practice and issues in simultaneous engineering in the UK
Coughlan P D; Voss C A
London Business School, 1992
1991
Performance measurement in service businesses
Voss C A; et al.
Chartered Institute of Management Accountants, 1991
Strategic management of operations
Voss C A; ed.
International Journal of Operations and Production Management special edition 1991 Vol 11:3
1989
Just-in-time worldwide: lessons from Japan, the USA, Britain and Europe
Voss C A; Clutterbuck D
IFS Publications, 1989
Teaching portfolio
Our teaching offering is updated annually. Faculty and programme material are subject to change.
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Masters Degrees electives
Optional courses providing a deep dive into specialist areas.
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Managing Sport and Entertainment
This elective focusses on the business of sport and entertainment. The aim is to develop understanding and skills in the strategic, operational and marketing management of these two related and converging sectors. It is designed to foster strategic and operational thinking in a rapidly professionalizing area and one that is key to future economic growth.
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Managing Sport and Entertainment