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Please feel free to contact me if you want to read any of my work in progress! (aedelman@um.edu.uy) Research InterestsCurrent doctoral researchHigh-tech versus high-touch service design: trading-off customer responses This research is on the relationships between the design of service processes and some of the cognitive and affective responses these arouse in consumers, e.g. perceived service quality and customer satisfaction. It is argued that for service processes with a high-tech orientation (highly decoupled, interactions mediated by technology, and low degree of customer contact), the perceived reliability of the service is more important to customers than its perceived customization. Conversely, it is argued that customization is perceived as more important for services processes with a high-touch orientation (low front-office/back-office decoupling, face-to-face interactions, and higher degree of customer contact). Rather than trying to answer which type of service design orientation produce ‘better’ customer responses, it is suggested that it relates to differences in the sensitivity with which customers evaluate changes in perceived performance. Customers are more likely to evaluate poor performance more severely, i.e. to penalize, for high-tech than for high-touch service processes; equally, customers are more likely to evaluate good performance enthusiastically, i.e. to reward, for high-touch than for high-tech service processes. Service design decisions are typically evaluated strategically, operationally, and economically; this research sets a framework for their assessment also in terms of the likely characteristics of customer responses. QualificationsAcademic qualificationsCandidate, Phd in Management, Cranfield School of Management, Cranfield University, UK (current) Master in Research in Management (MRes), Cranfield University, UK (2003). Certificate in Production and Inventory Management (CPIM), APICS, USA (2000) Master in Business Administration (MBA exec), IEEM Business School, Universidad de Montevideo, Uruguay (1998) Industrial and Mechanical Engineer, Universidad de la República, Uruguay (1993) BSc in Industrial Engineering, Universidad de la República, Uruguay (1991) Other academic educationEDEN Doctoral Seminar in Service Management, Helsinki (2005) Colloquium for Participant-Centred Learning (CPCL), Harvard Business School (August 2004) EurOMA Doctoral Seminar, INSEAD, Fontainebleau (June 2004) EDEN Doctoral Seminar in Measurement Models in Marketing (April-May 2004) TeachingOperations Management, Diploma in Management Studies, DeMontfort University, United Kingdom, 2004 Quality Management: undergraduate level, School of Engineering, University of Montevideo, 1998-2002 Quantitative methods for decision making: MBA level, IEEM Business School, 1999-2002 Basics of Operations Management: MBA level, IEEM Business School, 2000-2002 Advanced Operations Management: MBA level, IEEM Business School, 2001-2002 Project Management: Executive development seminars, IEEM Business School, 2001-2002 CPIM (APICS): instructor for all modules, IEEM Business School, 2001-2002 PublicationsDissertationsEdelman, A. (2003). ‘Understanding Service Management: A Systematic Literature Review of Services Characteristics and Classifications’, Master of Research in Management Research Dissertation, Cranfield School of Management, UK. Conference papersEdelman, A. (2003), 'Enhancement of the Service Encounter Continuum Through the Use of ICT's: A Systematic Review'. 12th Annual Frontiers in Services Conference, Washington DC, USA, October 23-26, 2003. Edelman, A. (2003), 'Enhancement of the Service Encounter Continuum Through the Use of Information and Communications Technologies: a Review of Extant Knowledge'. British Academy of Management Annual Conference, Harrogate, UK, September 15-17, 2003. Journal articlesEdelman, A. (2005), 'M'hijo el Dotor... en Dirección de Empresas', Revista De Antiguos Alumnos Del IEEM, Vol. 8, No. 1, April. (‘My son the doctor... in management’) Edelman, A. (2004), 'De Colas y Esperas: Mitos y Verdades', Revista De Antiguos Alumnos Del IEEM, Vol. 7, No. 1, April . (‘Waiting in Lines: Myths and Truths’) Edelman, A. (2003), 'Servicios De Primera Clase Vs. Servicios Para Pobres: Reflexiones y Lecciones a Partir De Una Vision Del Mundo Desarrollado', Revista De Antiguos Alumnos Del IEEM, Vol. 6, No. 3, December. (‘World class services vs. services for the Third World: lessons from a developed countries’ perspective’) Edelman, A., Regent, P. and Veiga, L. (2003), 'De la Suiza de América a la Dublín del Sur: Recomendaciones Para Multiplicar El Desarrollo De Productos y Servicios En El Área De Las Tecnologías De La Información', Revista De Antiguos Alumnos Del IEEM, Vol. 6, No. 2, August. (‘Turning the Switzerland of the Americas into the Dublin of the South: recommendations for developing the Information Technology industries in Uruguay’) Edelman, A., Regent, P. and Veiga, L. (2002), 'Las Políticas Productivas y La Reactivación', Revista De Antiguos Alumnos Del IEEM, Vol. 5, No. 2, August. (‘Industrial policies and economic recovery’) Edelman, A. (2001), 'Pronosticar La Demanda: Ejercicio De Adivinación o Fundamento De La Planificación Operativa?', Revista De Antiguos Alumnos Del IEEM, Vol. 4, No. 1, April. (‘Forecasting demand: guessing gymnastics or fundament of the operations planning’) Edelman, A. (1999), 'Modelos De Excelencia En La Gestión', Revista De Antiguos Alumnos Del IEEM, Vol. 2, No. 3, December. (‘Models of excellence in management’) Research projects, reports, and awardsEdelman, A., Regent, P. and Veiga, L. (2002) ‘Near Future Development of Information Technology in Uruguay’ (2002). Research funded by the National Commission for the Information Society and sponsored by the Presidency of the Republic of Uruguay. The objectives were to identify inhibitors and enablers for the development of exporting capabilities for the information technology industries in Uruguay. The research involved in depth interviews with nearly 40 entrepreneurs and CEO’s of companies in the IT sector. Alvarez Mazza, E. and Edelman, A. (2002). ‘Technological Foresight in Transport and Logistics for Uruguay 2015’. Research project funded by the National Programme for Technological Foresight Uruguay 2015 and sponsored by the United Nations for Industrial Development (UNIDO). The research involved conducting an extensive literature review, managing a series of expert panel sessions, and carrying out a Delphi survey. Edelman, A. (1998). ‘Management of Solid Waste in the 21st century: models for recollection and recycling of PET’. Received and award for Best Research Project by Junior Engineers, by the National Association of Engineers, Uruguay. Professional activitiesHis working experience include 10 years in a large electrical distribution company in South America, as a middle manager in several operational departments, including distribution networks maintenance, new development projects, and customer service. He actively participated in quality assurance and quality improvement projects throughout the organization. He was also involved -for a short but intense period- with an Internet-based start-up in the financial services sector, managing the overall operations and supervising content creation. He has been appointed to participate as an Assessor at the National Quality Award (Uruguay), 1999-2001.
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