Richard B. Chase

Expert in the service industry, customer relations and operations management

Justin Dart Professor Emeritus in Operations Management

Department of Information and Operations Management

USC Marshall School of Business


  • service excellence
  • service quality
  • experience management
  • service guarantees
  • operations management

Additional Information

  • Co-author of Operations Management for Competitive Advantage, 12th ed. (2008) and Experience Management and Service Strategy
  • Co-author of Operations Management: The Core, 2 ed. (2009)
  • Fellow, Production & Operations Management Society; Academy of Management; and Decision Sciences Institute
  • 2006 Scholar of the Year, Academy of Management Operations Management Group
  • POMS Lifetime Achievement Award (2007), Profiled in POMS Journal as a major contributor to the field of Operations Management (2009)