Dr. Jie Zhang

Dr. Jie Zhang
Position
Associate Professor

Credentials

BA in Economics (Foreign Trade), Fudan University; MA in Sociology, Brown University; ScM in Computer Science, Brown University; DBA in Operations and Technology Management, Boston University.

Contact
Office: BEC 450

Expertise

  • Service coproduction, triad and system
  • Services for older adults, professional services
  • Sustainable service operations

Jie is passionate about cultivating service excellence toward a sustainably prosperous, healthy and fulfilling future. Her research draws on theories and practices in service research, technology and knowledge management, and sustainable development.

Jie uses empirical research tools to investigate the value co-creation interactions (i.e., service coproduction) among a network of customers and their service providers in contexts such as hospitality, higher education, and services for older adults. Her research articles have been published in journals such as the Journal of Operations Management, Service Science, Journal of Service Management and Cornell Hospitality Quarterly.

Before joining UVic, Jie was on the faculty at the University of Vermont for five years after working in the information technology space for nearly a decade. Jie is a member of POMS, DSI, ISA and Prezi Educator Society, and serves on the Editorial Review Board of Journal of Operations Management and Service Operations Management Expert Panel of the Journal of Service Management.

Journal Publications

Van Riel, A. C., Zhang, J. J., McGinnis, L. P., Nejad, M. G., Bujisic, M., & Phillips, P. A. (2019). A framework for sustainable service system configuration: Exploring value paradoxes with examples from the hospitality industry. Journal of Service Management, 30(3), 349-368. https://doi.org/10.1108/JOSM-12-2018-0396

Field, J., Victorino, L., Buell, R., Dixon, M., Goldstein, S., Menor, L., … Zhang, J. (2018). Service Operations: What’s Next? Journal of Service Management, 29(1), 55–97. https://doi.org/10.1108/JOSM-08-2017-0191

Victorino, L., Field, J., Buell, R., Dixon, M., Goldstein, S., Menor, L., … Zhang, J. (2018). Service Operations: What Have We Learned? Journal of Service Management, 29(1), 39–54. https://doi.org/10.1108/JOSM-08-2017-0192

Lawrence, B. C., Zhang, J. J., & Heineke, J. (2016). A Life-Cycle Perspective of Professionalism in Services. Journal of Operations Management, PSOM(42), 25–38.

Zhang, J., & Joglekar, N. (2016). Can Service Coproduction Factors Improve Learning-by-Doing Simultaneously? Evidence from the US Hotel Industry. Service Science, 8(2), 218–233.

Zhang, J., Lawrence, B. C., & Anderson, C. (2015). An Agency Perspective on Service Triads: Linking Operational and Financial Performance. Journal of Operations Management, 35, 56–66.

Zhang, J., Joglekar, N. R., & Verma, R. (2014). Signaling Eco-certification: Implications for Service Coproduction and Resource Efficiency. Journal of Service Management, 25(4), 499–511.

Zhang, J., Joglekar, N. R., Heineke, J., & Verma, R. (2014). Eco-efficiency of Service Coproduction: Connecting Eco-certifications and Resource Efficiency in U.S. Hotels. Cornell Hospitality Quarterly, 55(3), 252–264.

Zhang, J., Joglekar, N. R., & Verma, R. (2012). Exploring Resource Efficiency Benchmarks for Environmental Sustainability in Hotels. Cornell Hospitality Quarterly, 53(3), 229–241.

Zhang, J., Joglekar, N. R., & Verma, R. (2012). Pushing the Frontier of Sustainable Service Operations Management: Evidence from U.S. Hospitality Industry. Journal of Service Management, 23(3), 377–399.

Recognition & Awards

2017 Research with Impact, Cornell SC Johnson College of Business
2016 International Society of Franchising 2016 Best Paper Award, International Society of Franchising
2014 Honorable Mention, 2014 Best Book Award, Organizations & Natural Environment Division, Academy of Management
2013 Runner-up, 2012 CQ (Cornell Hospitality Quarterly) Best Article Award, Cornell’s School of Hotel Administration
2012 Sustainability Faculty Fellow, University of Vermont

Grants

Completed

  • How Do Memory Retrieval Cues Affect Online Reviews of Service Experience? A Multi-Method Investigation, Funded by UVic Internal Research/Creative Project Grant (April 13, 2017), awarded April 13, 2017 ($6,866.40), Completed, Spring 2019, PI Jie Zhang

  • Sustainability Practices and Financial Performance: Investigating the Environmental Initiatives in U.S. Hotel Industry, Funded by Cornell Center for Hospitality Research (CHR) (July 1, 2011), awarded May 1, 2011 ($5,000.00), Completed, Summer 2011, PI Jie Zhang (100%)

  • Boston University Doctoral Program Research Grant, Funded by Boston University Doctoral Program Research Grant (July 1, 2010), awarded May 1, 2010 ($4,500.00), Completed, Summer 2010, PI Jie Zhang (100%)

  • CHR Research Grant, Funded by Cornell Center for Hospitality Research (CHR) (July 1, 2009), awarded July 1, 2009 ($1,500.00), Completed, Summer 2009, PI Jie Zhang (100%)

  • Boston University Doctoral Program Research Grant, Funded by Boston University Doctoral Program Research Grant (July 1, 2009), awarded May 1, 2009 ($3,500.00), Completed, Summer 2009, PI Jie Zhang (100%)

  • Disruptions in Global Operations, Funded by PRTM Inc. (July 1, 2008), awarded May 1, 2008 ($3,500.00), Completed, Summer 2008, PI Jie Zhang (100%)

In-Progress

  • Field study of home care provider organizations, Funded by Gustavson Executive Programs Research Grant (April 30, 2019), awarded April 22, 2019 ($2,500.00), Funded - In Progress, Summer 2019, PI Jie Zhang

  • Explore the Continuity of Home Support Services, Funded by UVic Internal Research/Creative Project Grant (April 30, 2019), awarded April 30, 2019 ($7,000.00), Funded - In Progress, Spring 2019, PI Jie Zhang

Courses Taught

  • Service Management – Operations (MBA)
  • Operations Management (MBA)
  • Info Tech in Organizations (MBA)
  • Management Information System (TELUS MBA)
  • Business and Sustainability (BCom)
  • Selected Topics in Management: Infusing Sustainability into Operations (BCom)