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Mark M. Davis

Observed names: Davis, Mark M., Mark Davis
Observed institution: Bentley University
OpenAlex ID: A5103738398
How disconfirmation, perception and actual waiting times impact customer satisfaction
1998 · Mark M. Davis, Janelle Heineke · International Journal of Service Industry Management · 232
A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation
1990 · Mark M. Davis, Thomas E. Vollmann · Journal of Services Marketing · 223
Aligning Products With Supply Chain Processes and Strategy
2010 · Euthemia Stavrulaki, Mark Davis · The International Journal of Logistics Management · 173
The emergence of service operations management as an academic discipline
2006 · Janelle Heineke, Mark M. Davis · Journal of Operations Management · 156
Understanding the Roles of the Customer and the Operation for Better Queue Management
1994 · Mark M. Davis, Janelle Heineke · International Journal of Operations & Production Management · 130
An analysis of customer satisfaction with waiting times in a two‐stage service process
1990 · Mark M. Davis, Michael J. Maggard · Journal of Operations Management · 112
Sharing Economy Services: Business Model Generation
2019 · Uday M. Apte, Mark M. Davis · California Management Review · 101
How Long Should a Customer Wait for Service?
1991 · Mark M. Davis · Decision Sciences · 83
How Lean Six Sigma Principles Improve Hospital Performance
2018 · Ana Carolina Honda, Vitor Zanetti Bernardo, et al. · Quality Management Journal · 77
From self-service to super-service: a resource mapping framework for co-creating value by shifting the boundary between provider and customer
2010 · Christopher S. Campbell, Paul P. Maglio, et al. · Information Systems and e-Business Management · 70
Guest editorial: How technology is changing the design and delivery of services
2011 · Mark M. Davis, James C. Spohrer, et al. · Operations Management Research · 64
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New issues and opportunities in service design research
2002 · Rohit Verma, James Fitzsimmons, et al. · Journal of Operations Management · 42
Managing Services: Using Technology to Create Value
2002 · Mark M. Davis, Janelle Heineke · 37
The Impact of Culture on Technology and Business: An Interdisciplinary, Experiential Course Paradigm
2005 · Jane D. Tchaïcha, Mark M. Davis · Organizational Behavior Teaching Review · 28
A Typology for Service Supply Chains and Its Implications for Strategic Decisions
2014 · Euthemia Stavrulaki, Mark M. Davis · Service Science · 26
Navigating Disruptive Innovation in Undergraduate Business Education
2015 · Ravi S. Behara, Mark M. Davis · Decision Sciences Journal of Innovative Education · 25
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Designing Lean Processes With Improved Service Quality: An Application in Financial Services
2017 · Gang Li, Joy M. Field, et al. · Quality Management Journal · 23
Using Digital Service Inventories to Create Customer Value
2015 · Mark M. Davis, Joy Field, et al. · Service Science · 18
A simulation model for determining variable worker requirements in a service operation with time-dependent customer demand
1988 · Stephen K. Kwan, Mark M. Davis, et al. · Queueing Systems · 17
Active Learning Projects in Service Operations Management
2010 · Ravi S. Behara, Mark M. Davis · INFORMS Transactions on Education · 16
A Framework for Increasing Sustainability in Services
2018 · Mark M. Davis, Euthemia Stavrulaki, et al. · Service Science · 15
Zero waiting time: A model for designing fast and efficient service delivery systems
1994 · Mark M. Davis, Michael J. Maggard · Advances in services marketing and management · 3
Challenges Facing Today's Business Schools
2013 · Mark M. Davis · Palgrave Macmillan UK eBooks · 2
A study of the relationship between customer satisfaction and waiting time and its impact on worker requirements in a fast food operation
1986 · Mark M. Davis · University Microfilms International eBooks · 1
Customer-focused service design for faster and more efficient services
2022 · Gang Li, Joy M. Field, et al. · Edward Elgar Publishing eBooks
Works count: 35
Citation count: 1,673
H-index: 17
I10-index: 21
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