Jie Zhang

 Jie Zhang
Associate Professor


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

Office: BEC 450


  • Service triads, networks and systems
  • Value co-creation in hospitality, professional and seniors 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 management, technology and knowledge management, and sustainable development.  Her projects apply empirical research tools to studying the value co-creation interactions (i.e., service coproduction) among a network of service providers and their customers in hospitality, health, and elder support service contexts. Her research findings have been published in journals such as the Journal of Operations Management, Production and Operations Management, Service Science and Journal of Service Management.  Prior to joining UVic, Jie was on the faculty at the University of Vermont for five years following a decade-long career in computing technology services.

Jie is a member of POMS, ISA and Prezi Educator Society. She serves on the Editorial Review Board of Journal of Operations Management and Service Operations Management Expert Panel of the Journal of Service Management. Jie is the Chairperson of the Board of Seniors Serving Seniors, a non-profit community-based organization dedicated to promoting the well-being of senior citizens in the Greater Victoria area since 1981. 

Selected Journal Publications

Lawrence, B., Zhang, J. J., Hsu, L., & Zheng, S. (2021). Return on Investments in Hotel Franchising: Understanding Moderating Effects of Franchisee Dependence. Production and Operations Management.

Hsu, L., Zhang, J., & Lawrence, B. (2020). The Moderating Role of Hotel Type on Advertising Expenditure Returns in Franchised Chains. Journal of Advertising.

Hunter-Jones, P., Line, N., Zhang, J., Witell, L., Malthouse, E. C., & Hollis, B. (2020). Visioning a Hospitality-Oriented Patient Experience (HOPE) Framework in Healthcare. Journal of Service Management.

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.


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



  • Development of a Novel Multi-Disciplinary Model to Explore Biological Aging, Funded by UVic Collaborative Health Grant (March 1, 2021), awarded March 1, 2-21 ($34,000), CoPI Jie Zhang
  • Things You Just Can't Google: Exploring Mental Health Concierge Service Design, Funded by BC SUPPORT Unit Vancouver Island Centre (March 1, 2020 - September 30, 2021), awarded March 1, 2020 ($9,260), CoPI Jie Zhang

Courses Taught

  • Operations Management (MBA)
  • Service Management - Operations (BCom)
  • Business and Sustainability (BCom)
  • Infusing Sustainability into Operations and Supply Chain Management (BCom)