Concepedia

Janelle Heineke

JH

20

Publications

1.2K

Citations

16

H-Index

1994

Active since

Affiliations

Boston University(Current)

Bentley University

Ithaca College

The University of Texas Health Science Center at Houston

Cornell University

Janelle Heineke is an author at Boston University specializing in management, business, and service quality.

Top concepts

Publications per year

1994–2017

20

Publications

20

How disconfirmation, perception and actual waiting times impact customer satisfaction

Mark M. Davis, Janelle Heineke · International Journal of Service Industry Management · 1998 · 225 citations

, , +16

The emergence of service operations management as an academic discipline

Janelle Heineke, Mark M. Davis · Journal of Operations Management · 2006 · 151 citations

, , +23

Business Process Reengineering: Improving in New Strategic Directions

J. Robb Dixon, Peter Arnold, Janelle Heineke et al. · California Management Review · 1994 · 132 citations

, , +16

Understanding the Roles of the Customer and the Operation for BetterQueue Management

Mark M. Davis, Janelle Heineke · International Journal of Operations & Production Management · 1994 · 126 citations

Implementation of Lean and Six Sigma quality initiatives in hospitals: A goal theoretic perspective

James R. Langabeer, Jami L. DelliFraine, Janelle Heineke et al. · Operations Management Research · 2009 · 118 citations

, , +13

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