- Inventory Management
- Managing Service Operations
- Production and Operations Management
- Managing Professional Service Firms
- Service Quality
John S. Haywood-Farmer is a Professor Emeritus of Operations Management at Ivey Business School. Prior to joining the school, Haywood-Farmer earned his PhD degree in Chemistry at the University of British Columbia and taught for six years at Bishop's University. He earned an MBA from Western University and taught operations management at Victoria University of Wellington in New Zealand. He conducted his post-doctoral research at the University of Florida.
Haywood-Farmer's research interests are devoted to developing measurement scales for service quality and professionalism, developing frameworks for analyzing and measuring service quality and productivity, and evaluating the impact of automation on service.
- BSc, UBC
- MSc, UBC
- PhD, UBC
- MBA, Western
Recent Refereed Articles
Calvert, A.; Haywood-Farmer, J. S.,
1997, "Sowerby, Saines & Caddick - The Marketing Effort", Journal of Accounting Case Research, January 4(1): 119 - 131.
Abstract: In March 1993, Lynn Chapman, Marketing Manager at the Victoria, British Columbia, office of Sowerby, Saines & Caddick (SS&C) was reflecting on the Marketing Committee which had dissolved at the end of 1992. Lynn believed that one of the main issues leading to the breakup of the committee had been a lack of focused direction by the partnership. The firm had just moved to new offices and Lynn thought the time was right to refocus the firm's efforts and restart the marketing push. She wondered what focus a new committee should take and how she could secure the commitment of the partners and staff to marketing at SS&C.
Haywood-Farmer, J. S.; Nollet, J.,
1994, "Professional Service Firms and Total Quality Management: A Good Fit?", Journal of Service Management, January 5(3): 5 - 13.
Abstract: A recent managerial trend is the move towards total quality management (TQM) in all economic sectors: manufacturing, service, public and now the professional services. Successful implementation of TQM requires that staff in adopting organizations change how they work and, in particular, how they relate to customers and co-workers. However, professionals have several characteristics that make them difficult to manage. Examines some potential difficulties in the TQM approach as it applies to professional service firms, describes some successes and discusses some implementation issues.
Nollet, J.; Haywood-Farmer, J. S.,
1991, "A Model of Productivity in Public Service", Canadian Journal of Administrative Sciences, January 8(1): 9 - 17.
Abstract: The public sector as a whole has long been criticized for its lack of productivity and its emphasis on procedures, rather than judgement. Based on numerous carefully selected published examples from Canadian and American public organizations, the authors have developed a productivity model grounded in ten attributes determined from the studied examples. This model might help pave the way for future research regarding the opportunities available for improving productivity in the public sector. At a practical level, it might be helpful to managers in the public sector.
Haywood-Farmer, J. S.; Stuart, F. I.,
1990, "An Instrument to Measure the 'Degree of Professionalism' in a Professional Service", Service Industries Journal, The, January 10(2): 336 - 347.
Abstract: Professional services have received considerable attention. This article describes a scale to measure the degree of professionalism of both a profession and an individual professional and use of the scale to differentiate between two sub-groups of the medical profession: general practitioners and medical specialists. As expected, medical specialists were found to be more professional. Possible managerial uses of the scale are discussed.
Haywood-Farmer, J. S.; Hill, N. F.,
1989, "The Impact of CAD on Consulting Engineering Firms: A Survey of CAD Users and Non-users", Service Industries Journal, The, January 9(4): 70 - 89.
Abstract: Firms in the Canadian consulting engineering industry were interviewed and surveyed to determine the impact of computer-aided design and drafting (CAD) technology on the management of their firms, to document the current usage of CAD in Canadian consulting engineering, and to identify differences between user and non-user firms. Although CAD usage is still in its infancy in this industry, the technology was found to decrease employment within the industry at lower organisational levels but not to increase the firm's financial risk. Differences between users and non-users were found in their attitudes towards CAD as a tool in providing better client service and in the justification of the CAD investment.
Haywood-Farmer, J. S.; Sharman, T.; Weinbrecht, M. S.,
1988, "Using simple simulation models to manage sports services", Journal of Sport Management, January 2(2): 118 - 128.
Abstract: A simple Lotus 1-2-3 model of the flow of golfers through a high-demand championship golf course was developed to help course managers understand the course's queuing problems better. The nature of the queuing problem, the Lotus 1-2-3 model, and its use in golf course management are discussed. The key to understanding the dynamics of golf is to recognize the similarities (and differences) between golf and assembly lines. Extension of this idea and computer simulation modeling to other recreational services is proposed.
Haywood-Farmer, J. S.,
1988, "A Conceptual Model of Service Quality", International Journal of Operations and Production Management, January 8(6): 19 - 29.
Abstract: The study of quality and quality control has enjoyed a long and rich history in the management literature. The field has recently enjoyed a revival with the strong interest in Japanese management. Most previous studies have been devoted to managing the quality of manufactured good. Despite the well-known prevalence of services in the economies of developed nations and the low quality of many services (see, for example [1) researchers have largely ignored the problems of managing quality in the service sector. This situation has begun to change (see [2 and references therein). Because examples of poor quality in the overwhelmingly dominant service sector are so common, it is important for managers and scholars to understand service quality better. This paper proposes a model of service quality that should lead to such an understanding and shows how it applies to various types of service-producing organisation.
Chelladurai, P.; Scott, F. L.; Haywood-Farmer, J. S.,
1987, "Dimensions of Fitness Services: Development of a Model", Journal of Sport Management, December 1(2): 159 - 172.
Abstract: This study was undertaken to (a) define and describe the dimensions of fitness service attributes, (b) identify the differences, if any, between groups of subjects (categorized by sex and marital status) in the degree to which the defined attributes influenced their choice of a fitness club, and (c) develop a scale to measure those dimensions. The Scale of Attributes of Fitness Services (SAFS) was developed in three stages: generation of 71 items to measure the six theoretically derived dimensions, a pilot study (n is 178), and a final study (n is 436). In the final version of SAFS, 30 items were retained to measure five dimensions of fitness atributes: professional services, consumer services, peripheral services, facilities and equipment, and secondary services (such as provision of liquor and food). The results of the 2 x 2 x 5 (sex x marital status x dimensions) repeated measures ANOVA showed a significant three-way interaction effect. Despite differences among the four groups in the absolute ratings of the five dimensions, there was an overall consistency in the rating of facilities and equipment as the most influential dimension, and secondary services such as the bar and restaurant as the lest influential in the subjects' decision to join a particular club.
Haywood-Farmer, J. S.; Leenders, M. R.,
1986, "Psychological Need Profiles of Purchasers", International Journal of Purchasing and Materials Management, January 22(4): 23 - 29.
Abstract: As most experienced buyers are involved in negotiations frequently, it is important that they understand their own and their counterpart's needs. In 10 years of operation, through 1985, the Purchasing Management Association of Canada's Psychological Strategies in Negotiation seminar has been attended by 1,321 participants, providing enough data to propose a buying personnel psychological needs profile. Participants completed Reddin's Self-Actualization Inventory test, which measures 6 types of psychological needs. Because of the method, only aggregate scores are available, and these cannot be correlated with individual characteristics. Low-level needs (physical and security) were found to increase, and high-level needs decrease over time. Trends and need scores are analyzed and described for physical, security, relationship, respect, independence, and self-actualization needs, and were found to differ significantly from previously established norms.
- Associate Professor, Ivey Business School, Western University (1989-2010).
- Assistant Professor, Ivey Business School, Western University (1981-1989).
- Senior Lecturer, Department of Business Administration, Victoria University, Wellington, New Zealand. (1977-1980).
- Assistant Professor, Department of Chemistry, Bishop’s University, Lennoxville, Quebec (1969-1975).