Jie J. Zhang

Service operations: what’s next?

Joy M. Field, Liana Victorino, Ryan W. Buell et al. · Journal of service management · 2018 · 97 citations · Full text

Customer Satisfaction, Services Management, Operations Research +16

An agency perspective on service triads: Linking operational and financial performance

Jie J. Zhang, Benjamin Lawrence, Chris Anderson · Journal of Operations Management · 2014 · 84 citations

Customer Satisfaction, Psm Performance, Brand Strategy +22

Exploring Resource Efficiency Benchmarks for Environmental Sustainability in Hotels

Jie J. Zhang, Nitin Joglekar, Rohit Verma · Cornell Hospitality Quarterly · 2012 · 64 citations

Customer Satisfaction, Environmental Performance, Tourism Performance +26

Pushing the frontier of sustainable service operations management

Jie J. Zhang, Nitin Joglekar, Rohit Verma · Journal of service management · 2012 · 61 citations · Full text

Service system transformation through service design: Linking analytical dimensions and service design approaches

Kaisa Koskela-Huotari, Lia Patrício, Jie J. Zhang et al. · Journal of Business Research · 2021 · 53 citations · Full text