JAMES A. FITZSIMMONS

www.mccombs.utexas.edu/faculty/James.Fitzsimmons

IROM Department

1 University Station, B6500

The University of Texas at Austin

Austin , Texas 78712-0210

James.Fitzsimmons@mccombs.utexas.edu

3707 Highland View

Austin, Texas 78731

(512) 459-5116 (home)

(512) 471-9453 (office)

(512) 471-3937 (Fax)

Education :

Ph.D. (with distinction), Operations Management, University of California, Los Angeles, 1970.

MBA, Management Science, Western Michigan University, 1965.

B.S.E., Industrial Engineering, University of Michigan, 1960.

 

Honors and Awards :

IBM Faculty Award, 2004.

International Advisory Board for Service Management, ITESM, 1999-present.

Finalist for Dean School of Business, Cal Poly San Luis Obispo, 1991.

Finalist for Editorship: Decision Sciences, 1989 and .

Journal of Operations Management, 1994.

OMA President's Award "For Outstanding Service as an Officer and Director", 1987.

Stan Hardy Award for best paper in Operations Management, 1983.

Teaching Award Nominations:

CBA Council Teaching Excellence Award, 1979.

Joe B. Beasley Teaching Excellence Award, 1980, 1989.

Graduate Business Students "Outstanding Professor," 1974, 1985, 1987, and 1991.

Jack G. Taylor Teaching Excellence Award, 1973, 1981.

Teaching Innovation Award, 1983.

NDEA Title IV $10,000 Doctoral Fellowship, 1967-70.

 

Research Grants:

Co-Principal Investigator for a $150,000 grant from the U.S. Department of Transportation to study "Access to Essential Services" Topic I of Contract DOT-OS-30093 "Transportation to Fulfill Human Needs in a Rural/Urban Environment," 1973-1975.

Awarded over $20,000 in Academic Development Grants, The University of Texas at Austin, 1972, 1977, 1978, 1980, 1985, and 1986.

City of Austin , Texas $3,600 grant to for emergency ambulance location study, 1979-1980.

University Research Institute $3,200 Research Grant to study the Existence of the Learning Curve for Service Industries, 1983-1984.

Department of Public Safety $1,500 grant to study staffing of communications operators, 1984.

La Quinta Motor Inns $29,000 grant to develop an occupancy forecasting model, 1984-1985.

Co-Principal Investigator for a $28,000 grant from the Lone Star Steel Co. to develop a model for predicting oil and gas drilling activity, 1987.

University Research Institute $500 Research Grant to study Technology Transfer in the Peoples Republic of China, 1990.

 

Administrative Experience :

Chair of the Undergraduate Academic Programs Committee, 1999-present.

Management Department Study Abroad Program Advisor, 1999-present.

Member of the Manufacturing Systems Engineering Graduate Studies Committee, 1989-present.

Member of the University of Texas Admissions and Registration Committee, 1997-1999.

Chair of the University of Texas Parking Fee and Policy Committee, 1995-1997

Member of Capital Metro Board Technology Advisory Committee, 1995-1997

Board of Advisors, University of Texas Quality Management Consortia, 1995-1997

Ph.D. Graduate Advisor, Department of Management, 1980-1984, 1988-1992.

Chair of the Graduate Studies Committee, Department of Management, 1988-1992.

Elected to Faculty Senate, California Polytechnic State University, 1987-1988.

Elected to Executive Committee, Department of Management, The University of Texas at Austin, 1972-74, 1978-80, 1982-84, 1988-90, 1995-1997.

Chair of College Teaching Awards Committee, Graduate School of Business, The University of Texas at Austin, 1980.

Chair of Research and Scholarship Committee, School of Business and Administrative Sciences, The University of New Mexico, 1970-1971.

 

Work Experience :

A) Teaching Experience:

1983-present; Graduate School of Business, The University of Texas at Austin.

William H. Seay Centennial Professor of Business. Teach Service Management in the MBA program. Teach Strategic Supply Chain Management and Procurement and Supplier Management in the undergraduate supply chain concentration. Participated in the following Executive Education programs:

Masters in Human Resources Development Leadership, Strategic Service Management, 1998-2001.

Korean Utility Management, Helsinki Finland, Project Management, Summer 1997

The Management Institute, The Strategic Importance of Quality, 1989-1991.

1996-2000; Helsinki School of Business and Economics, Helsinki Finland

Taught a Service Management class once each year in the International MBA program.

1987-1988; School of Business, California Polytechnic State University, San Luis Obispo.

Visiting Professor teaching Management Science and Service Operations Management.

1980-1983; Graduate School of Business, The University of Texas at Austin.

Professor teaching graduate courses in Service Operations Management and Management Science.

1974-1980; Graduate School of Business, The University of Texas at Austin.

Associate Professor teaching graduate courses in Management Science and Operations Management.

1975-1976; Boston University Overseas Graduate Program.

Visiting Associate Professor teaching Management Science and Management Policy in the MBA program located in Germany, Italy and Belgium.

1973-1974; Lyndon B. Johnson School of Public Affairs, University of Texas at Austin.

Participating faculty in Policy Research Seminar: Post-Secondary Education in Texas.

1971-1974; Graduate School of Business, The University of Texas at Austin.

Assistant professor teaching undergraduate classes in operations management and advanced production management. Taught the management science core course in the MBA program.

1970-1971; School of Business and Administrative Sciences, The University of New Mexico.

Assistant Professor teaching undergraduate courses in statistics and quantitative methods. Courses taught in the MBA program included quantitative analysis and computer simulation.

1967-1970; School of Business and Economics, California State University at Northridge.

Assistant Professor teaching upper division courses in operations management.

1965-1967; Graduate School of Management, The University of California, Los Angeles.

Teaching Associate teaching an upper division course in operations management.

B) Industrial Experience:

Summers 1966-67; Hughes Aircraft Company, El Segundo, California.

Operations Research Analyst responsible for developing an interactive computer system for applying time standards to shop orders and a job shop computer simulation model.

1963-65; Corning Glass Works, Albion, Michigan.

Industrial Engineer with experience in the design and installation of material handling systems. Also developed a linear programming model for allocating warehouse space.

C) Military Service:

1960-63; U.S. Air Force, Kincheloe AFB, Michigan.

Commissioned a Lieutenant with duty as a Construction Engineer and Project Officer for a 190 unit family housing development. Offered a regular commission.

 

Organized Research Projects :

1978-79; Lyndon B. Johnson School of Public Affairs, The University of Texas at Austin.

Member of a multi-disciplinary team conducting a policy research project studying site locations for emergency ambulance service for the City of Austin, Texas. Study received the 1985 Citation Award in Applied Geography from the Association of American Geographers. The award, according to AAG, "provides the highest professional recognition for applied geographical excellence."

1973-75; Council for Advanced Transportation Studies, The University of Texas at Austin.

Co-Principal Investigator of Topic I "Access to Essential Services" one of five projects selected by the U.S. Department of Transportation to establish a Center of Excellence in transportation research at The University of Texas. As a member of the original multi-disciplinary team, was instrumental in formulating the research topic and preparation of the proposal. We developed a network model used by health care planners to evaluate jointly the transportation and facilities costs of rural health care delivery systems.

1973-74; Lyndon B. Johnson School of Public Affairs, The University of Texas at Austin.

Participating faculty in a policy research project to study post-secondary Education Planning for the Coordinating Board of the State of Texas.

1970-71; Institute for Social Research and Development, University of New Mexico.

Associate Director of a Solid Waste Systems Study dealing with the development and application of new technology to recycling of solid waste generated by urban communities. The project was a joint effort by the University and the Sandia Corporation.

1968-70; Emergency Medical Systems Project, The University of California, Los Angeles.

Assistant Research Management Scientist for a one million dollar Department of Transportation funded project to study emergency medical systems. As a member of the original staff, helped formulate research direction and participated in the early field studies. Developed a SIMSCRIPT computer simulation model for planning emergency ambulance systems and a computer methodology CALL "Computerized Ambulance Location Logic" for optimal deployment of ambulances.

 

Professional Activities :

A) Participation in Public Lectures or Forums:

"Computerized Ambulance Location Logic," paper presented at the XVII International Meeting of the Institute of Management Sciences, Washington, DC, March 1971.

Panel member, Session on "Production-Operations Management: State of the Art," Academy of Management Western Division 12th Annual Meeting, Tucson, AZ., April 1971.

"Methods and Techniques in Production Planning," invited lecturer before the Delta Sigma Pi Business and Management Seminar, Albuquerque, NM, April 1971.

"Allocation of Emergency Ambulances to Fire Stations," presented at the Joint National Meeting of ORSA/TIMS/AIIE, Atlantic City, NJ, November 1972.

"New Concepts in Delivery of Public Services," invited lecture before the Texas Chapter of the National Association of Social Workers, Austin, TX, November 1972.

"Access to Essential Services," invited lecture presented at the Conference on Transportation to Fulfill Human Needs in a Rural/Urban Environment, Austin, TX, June 1973.

"Operations Management: Implications of a Service Economy," invited paper for the session on "Perspectives on Operations Management for the 1970's," Fifth National AIDS Conference, Boston, MA, November 1973.

"The Operations Manager as a Change Agent in the Not-For-Profit Organization," invited paper for the Operations/Logistics Workshop, Sixth National AIDS Conference, Atlanta, GA., October 1974.

Invited participant at a National Science Foundation seminar on "The Evaluation of Emergency Medical Systems," The University of Tennessee, Knoxville, TN., November 1975.

"Consumer Participation and Productivity in Service Operations," invited paper for the Academy of Management Meeting, Orlando, FL., August 1977.

"Capacity Planning for Service Operations," invited lecture at the University of Michigan, Division of Management Education, Ann Arbor, MI., May 1978.

Appeared on radio series The Inquiring Mind discussing "The New World of Service Industry," Austin, TX, March 1979.

"Public Sector Budgeting Via MIS Techniques," paper presented at the XXIV International Meeting of TIMS, Honolulu, HI, June 1979.

"Service Operations," invited lecture at APICS Summer Workshop, Poughkeepsie, NY, June 1980.

"Operations Management in the Service Sector," panel discussant at the ORSA/TIMS Joint National Meeting, Houston, TX, October 1981.

"The Role of the Special Librarian in the Post-Industrial Society," Keynote address before the Texas Chapter of Special Library Association, Austin, TX, February 12, 1982.

"Locating Audit Office," paper presented at Fifth European Congress on Operations Research (EURO V/TIMS XXV), Lausanne, Switzerland, July 1982.

Appeared on radio series, The Inquiring Mind discussing "The Waiting Game," Austin, TX, April 1983.

Invited speaker at the Academy of Management Doctoral Consortium "Research in Service Industries," Dallas, TX, August 1983.

"Cross Training of Employees as a Flexibility-Enhancing Approach to the Capacity Adjustment Problem," Academy of Management Meeting,

Dallas , TX , August 1983.

"A Motel Occupancy Forecasting Model," paper presented at the TIMS XXVI International Meeting, Copenhagen, Denmark, June 1984.

"The Factory of the Future will be managed as a Service Operation," paper presented at the Academy of Management Meeting, San Diego, CA., August 1985.

"Service Productivity Measurement and Improvement," paper presented at the Operations Management Association Meeting, Phoenix, AR., November 1985.

"A Goal Programming Model for Motel Site Selection," paper presented at the TIMS XXVII International Meeting, Gold Coast, Australia, July 1985.

"Using Data Envelopment Analysis for Improving Hospital Performance," paper presented at the National DSI Conference, Hawaii, HI, November 1986.

Keynote Address "Making Continual Improvement a Part of the Service Organization Culture," at the Annual Conference of the Operations Management Association - UK, Coventry, England, January 1988.

"The Performance of Push and Pull Systems," paper presented at the 1988 ORSA/TIMS meeting, Denver, CO., October 1988.

Invited Speaker, "Innovation in Service Education Panel" at the National DSI Meeting, Las Vegas, NV, November 1988.

Invited speaker, "Yield Management as a Service Research Paradigm" at the Academy of Management Annual Meeting, Washington, D. C., August 1989.

Invited Panel Member, "Service Management: A Research Agenda for the 90's" at the National DSI Meeting, San Diego, CA., November 1990.

(with Wen-Chyuan and Zhimin Huang) "A Game Theoretic Approach to the Quantity Discount Inventory Problem," paper presented at the POMS Annual Meeting, New York, NY, Nov. 1991.

Invited paper "The Competitive Role of Information in Managing Service Firms," UCLA Conference in honor of Elwood S. Buffa, Los Angeles, CA., November 1991.

Invited participant, National Security Forum, Air War College, Maxwell AFB, Alabama, 31 May- 5 June 1992.

Invited panel member, "Achieving Breakthrough Service," Harvard Business School Tele-seminar, Austin, TX, February 1993.

"Managing Operations in the Information Age," paper presented at the POMS Conference, Indianapolis, IN, April 1996.

Invited panel member, “Service Networking,” DSI national meeting, Orlando, FL, November 1996.

“Saving Operations Management from Extinction,” POMS Conference, Santa Fe, NM, March 1998.

“Curriculum and Research in Service Operations Management,” APICS Conference, Seattle, WA, July 1998.

"Future Research in New Service Development," DSI national meeting, Las Vegas, November 1998

Plenary speaker "Perspective on New Service Development" at the 1 st International SOMA Conference, Boston, MA, August 1999.

"Clinical Research in Services," DSI national meeting, New Orleans, November 1999.

"First Time User Experience with ServiceModel," INFORMS, Salt Lake City, May 2000.

Plenary speaker "Service Chain Management," First World Conference on Production and Operations Management, Sevilla, Spain, August 2000.

“Survey of Service Operations Course Topics,” DSI national meeting, San Francisco, November 2001.

Invited lecture, “Service Supply Chains,” Katz School of Business, University of Pittsburg, July 17, 2001.

Invited lecture, “Service Supply Relationships,” McGill University, Montreal Canada, April 12, 2002.

Invited lecture, “Service Supply Relationships,” Carlson School of Management, University of Minnesota, January 30, 2003.

“Service Supply Relationships,” POMS national meeting, Savannah, Georgia, April 2003.

Invited panel member, “Meet the Service Operations Authors,” DSI national meeting, Boston, November 2004.

Invited panel member, “Academic Views on Service Science,” Bentley Conference on Service Science, June 2005.

B) Professional Society Service:

Session Chair, "Health Policy Research," at the Ninth National AIDS Conference, Chicago, IL, November 1977.

Session Co-Chair, "New Directions in Operations Management," at the Tenth National AIDS Conference, St. Louis, MO, October 1978.

Session Co-Chair, "Productivity in the Post-Industrial Society," at the Eleventh National AIDS Conference, New Orleans, LA, November 1979.

Session Chair, "Symposium: An Interdisciplinary View of Organizations in the Post-Industrial Society," National Academy of Management Meeting, Dallas, TX, August 1983.

Session Chair, "Planning for Service Operations," at the 15th National AIDS Conference, San Antonio, TX, November 1983.

Session Chair, "Workshop for Service Industry Special Interest Group," at the National APICS Conference, New Orleans, LA, November 1983.

Session Chair, "Demand and Pricing," at the TIMS XXVI International Meeting, Copenhagen, Denmark, June 1984.

Session Chair, "Operations Design" at the National AIDS Conference, Toronto, Canada, November 1984.

Session Chair, Academy of Management POM Doctoral Consortium, "Making Operations our Competitive Edge," San Diego, CA, August 1985.

Session Chair, "Strategies for Teaching Service Operations," at the National DSI Conference, Boston, MA, November 1987.

Program Track Chair , "Service Operations," for the National DSI Conference, Boston, MA, November 1987.

Session Chair, "Operations Management Teaching Panel" at the Annual Conference at the Operations Management Association - UK, Coventry, England, January 1988.

Program Track Chair , "Production/Operations Management," for the Western DSI Conference, Monterey, CA, March 1989.

Session Chair, "Behavioral Issues in Services," at the 1st International Research Seminar in Service Management, La Londe, France, June 1990.

Session Chair, "Economic and Technology Transfer Issues in the People's Republic of China," at the Western Conference of the Association for Asian Studies, Austin, TX, October 1990.

Participant, Decision Sciences Institute Doctoral Consortium, "Teaching in the Decision Sciences," San Diego, CA, November 1990.

Session Chair, "Service Operations Strategy," at the National DSI Conference, Miami, FL, November 1991.

Session Chair, "The Strategic Role of Information in Services," at the 1992 Operations Management Association Conference, Duke University, Durham, NC, April 1992.

Session Chair, "Simulation Applications in Service Operations," at the National DSI Conference, San Francisco, CA, November 1992.

Session Chair, "Management of Service Process Quality," at the National DSI Conference, Washington, DC, November 1993.

Session Chair, "DEA Applications", at the TIMS XXXII International Conference, Anchorage AL, June 1994.

Session Chair, "Teaching Service Operations", at the POMS Conference, Indianapolis, IN, April 1996.

Cluster Chair, “Service Operations Management,” at the INFORMS Conference, San Diego, May 1997.

Cluster Chair, “Service Management,” at the INFORMS Conference, Dallas, October 1997.

Coordinator, Mini-Conference on Teaching Service Operations, Decision Sciences Institute national meeting, San Diego, November 1997.

Program Co-Chair , “5 th International Research Seminar in Service Management,” La Londe des Maures, France, May 1998.

Session Chair, "Advances in Service Operations Management," First World Conference on Production and Operations Management, Sevilla, Spain, August 2000.

Session Chair, “Innovations in Teaching Service Operations,” DSI national meeting, San Francisco, November 2001.

Session Chair. “New Research Directions in Service Operations,” POMS national meeting, Savannah, Georgia, April 2003.

(C) Consulting Services:

City of Los Angeles Fire Department; developed a plan for assigning emergency ambulances to fire stations.

RAND Corporation; evaluated a computer graphics maintenance scheduling system.

Capital Area Planning Council; participated in the development of a regional emergency medical services plan.

Victoria Australia Hospital and Charities Commission; assisted in a comprehensive study of ambulance service for Melbourne, Australia.

Auckland Memorial Authority; assisted in planning an emergency ambulance service for Auckland, New Zealand.

Griffenhagen-Kroeger, public management consultant; prepared a proposal for the analysis of the City of Dallas emergency ambulance system.

American Institute for Certified Public Accountants; a participant in the MASBOKE study of the consulting practice to identify bodies of knowledge for possible certification of this service.

State of Texas Coordinating Board; participated in a study of post-secondary education in Texas.

City of Denver , Colorado ; assisted in planning their emergency medical system.

Appointed by the President to represent The University of Texas at Austin, on the Health Facilities and Services Committee of the Capital Area Planning Council.

Education Development Corporation; preparation of comprehensive examinations for college credit in Introduction to Business and Introduction to Management.

State of Texas Comptroller's Office; locations of out-of-state audit offices.

Texas State Bank and North Austin State Bank; queuing analysis of drive-in facility.

Texas Youth Council; reorganization analysis.

Buick Division of General Motors; improvements in customer service.

La Quinta Motor Inns; developed a site selection model.

McDonald's Corporation; developed teaching materials for Hamburger University.

USAF; research advisory panel member to AFHRL - manpower models.

Greyhound Lines, Inc.; advised on work sampling study.

Tricon Restaurants International; executive training in process and queuing analysis.

D) Membership in Professional Associations:

Production Operations Management Society, POMS

Decision Sciences Institute, DSI

Registered Professional Engineer, State of Michigan, No. 14849

E) Offices Held in Professional Societies:

Secretary - Production and Operations Management Society, 1998-2000.

At-Large Vice President - Decision Sciences Institute, 1993-1995.

Vice President - Production Operations Management Society, 1991-1993.

Coordinator - Doctoral Dissertation Competition - Decision Sciences Institute, 1990.

Vice President and Treasurer - Operations Management Association, 1982-1988.

Council Member - American Institute for Decision Science, 1979-1981.

Vice President for Professional Development - Austin Chapter American Production Inventory Control Society, 1980-1982.

Chairman Special Interest Group (Service Industries) - American Production Inventory Control Society, 1983-1985.

F) Editorial Services:

Guest Co-Editor for “New Issues and Opportunities in Service Design Research,” Journal of Operations Management, Vol. 20, No. 2, April 2002.

Guest Editor for "Special Issue on Services," Journal of Business Strategies, vol. 17, no. 1, Spring 2000.

Area Editor for Production Operations Management, 1998-present.

Editorial Review Board for Journal of Service Research, 1997-present.

Editorial Review Board for Cornell HRA Quarterly, 2001-2003.

Associate Editor for Journal of Operations Management, 1993-present.

Editorial Advisory Board for International Journal of Service Industry Management,

1989-1999.

Associate Editor for Management Science, 1983-1994.

Editorial Advisory Board for Journal of Operations Management, 1988-1993.

Editorial Board of Contemporary Hospitality Management, 1988-1990.

Manuscript referee for Decision Science, European Journal of Operations Research, Journal of Marketing Research, Interfaces and The Academy of Management Review.

Editorial Consultant to Prentice-Hall, Wiley/Hamilton, Random House, McGraw-Hill, Irwin, Brooks/Cole, Little/Brown, PWS-Kent, Goodyear, Macmillan, Business Publications, Duxbury Press, Addison-Wesley.

Research reviewer for National Science Foundation and National Research Council.

 

Graduate Students :

A) Ph.D. Students (Committee chairman)

David D. Thomas, "Driver Training and Operating Characteristics of Transportation Systems for the Elderly and Handicapped," Ph.D., December 1978, President of Transportation Management Associates.

Bellur N. Srikar, "A General Decision Strategy to Induce Increased Participation in Geothermal/Geopressure Ventures," Ph.D., May 1981, Assistant Professor, Ohio State University.

JoAnn Duffy, "Contextual Factors and the Measurement of Service Productivity in Long Term Care Facilities," Ph.D., May 1987, Assistant Professor, Sam Houston State University.

Sheryl E. Kimes, "Location Analysis in the Lodging Industry," Ph.D., August 1987, Assistant Professor, Cornell University.

Charles H. Davis, "Future of Nuclear Power in the United States: A Delphi Study," Ph.D. December 1989, Dean of Academic Affairs, Air War College, Maxwell AFB, Alabama.

Selcuk Karabati, "Design and Operational Problems in Flow Lines," Ph.D. August 1992, Assistant Professor, Bilkent University, Ankara, Turkey.

Debasish N. Mallick, "The Design Strategy and Its Interface with Manufacturing and Marketing Strategies," Ph.D. December 1992, Assistant Professor, Boston College.

Kenneth Klassen, “Simultaneous Management of Demand and Supply in Services,” University of Alberta, Calgary, Canada, November 1997.

Biplab Datta, “Select Studies in Service Quality Management,” Indian Institute of Technlogy, Delhi, India, July 2003.

Ng Chen Leng, “Service Strategies: The Advanced Sale of Services,” National University of Singapore, May 2004.

C) Master's Students:

93 Professional Reports Supervised


Publications :

A) Books:

(with Kingsley E. Haynes and Kenneth W. Tolo) Texas Atlas of Higher Education, The Lyndon B. Johnson School of Public Affairs, The University of Texas at Austin, 1975.

(with Robert S. Sullivan) Service Operations Management, McGraw-Hill Book Co., New York, 1982.

Study Guide for Service Operations Management , McDonald's Hamburger University, Chicago, 1983.

(with Mona J. Fitzsimmons) Service Management for Competitive Advantage, McGraw-Hill, New York, 1994.

(with Mona J. Fitzsimmons) New Service Development: Creating Memorable Experiences, Editors, Sage Publications, Thousand Oaks, CA 2000.

(with Mona J. Fitzsimmons) Service Management: Operations, Strategy, and Information Technology, 5th Ed., McGraw-Hill/Irwin, Homewood, IL, 2006.

Translation Editions in German, Chinese, Korean and Portuguese.

B) Manuals:

Mapper Users Manual , The Lyndon B. Johnson School of Public Affairs, The University of Texas at Austin, 1974.

Computer Ambulance Location Logic , A Users Manual, United States Government Printing Office, 1975.

CALL/CZSR Users Manual , The Lyndon B. Johnson School of Public Affairs. The University of Texas at Austin, 1979.

Instructors Manual for Service Operations Management , McGraw-Hill, New York, 1982.

(with Mona J. Fitzsimmons) Instructors Manual for Service Management for Competitive Advantage, McGraw-Hill, New York, 1994.

PowerPoint Lectures for Service Management , Irwin/McGraw-Hill, Homewood, IL, 1998.

(with Mona J. Fitzsimmons) Instructors Manual for Service Management: Operations, Strategy, and Information Technology, 5th Ed., McGraw-Hill/Irwin, Homewood, IL, 2006.

CD-ROM for Service Management, 5 th Ed., McGraw-Hill/Irwin, Homewood, IL, 2006.

C) Chapters in Books:

"Making Continual Improvement a Competitive Strategy for Service Firms," Ch. 12 in Service Management Effectiveness, Bowen, Chase, Cummings and Associates, Jossey-Bass Publishers, San Francisco, 1990, 284-295.

"Service Management," Business Policy and Strategy, Vol. 11, Richard Schwindt (Editor), Eno River Press, Durham, NC, 1990, 78-103.

(with Sheryl E. Kimes) "Strategic Role of Location in the Lodging Industry," Ch. 13 in Strategic Management: Methods and Studies, B. V. Dean and J. C. Cassidy, (Editors), Elsevier Science Publishers (North Holland), 1990, 213-228. Chapter selected for Japanese publication, 1991.

"Strategic Role of Information in Services," Ch. 6 in Perspectives in Operations Management: Essays in Honor of Elwood S. Buffa, Rakesh K. Sarin (Editor), Kluwer Academic Publishers, 1993, 101-113.

"Service Management," Operations Research, Vol. 14, Richard Schwindt (Editor), Eno River Press, Chapel HiIl, NC, 1995, 96-121.

(with Mona J. Fitzsimmons) "Introduction," New Service Development, Sage Publications, Thousand Oaks, CA 2000, xi-xv.

(with Douglas Morrice, Devanath Tirupati, Edward Powell, William Rice) "Service Chain Management: Optimizing Service Delivery," Reaching New Heights inCustomer Relationship Management, Montgomery Publications, 2000, 317-323.

"Service Chain Management," POM Facing the New Millennium, Jose A. Dominguez Machuca and Jomislav Manakovic (Editors), DEFDO, Sevilla Spain, 2000, 61-69.

D) Refereed Journal Articles:

"A Methodology for Emergency Ambulance Deployment," Management Science, Vol. 19, No. 6 (February 1973), pp. 617-636.

"Allocation of Emergency Ambulances to Fire Stations," Fire Technology, Vol. 9, No. 2 (May 1973), pp. 112-118.

"The Use of Spectral Analysis to Validate Planning Models," Socio-Economic Planning Sciences, Vol. 8, No. 3 (June 1974), pp. 123-128.

(with Vijay Mahajan) "Computer Assisted Purchasing," Journal of the Academy of Marketing Science, Vol. 4, No. 3 (Summer 1976), pp. 584-591.

*(with Robert S. Sullivan) "A Goal Programming Model for Readiness and the Optimal Redeployment of Resources," Socio-Economic Planning Sciences, Vol. 12, No. 5 (September 1978), pp. 215-220.

(with Arthur J. Schwab and Robert S. Sullivan) "Goal Programming for Holistic Budget Analysis," Administration in Social Work, Vol. 3, No. 1 (Spring 1979), pp. 33-43.

(with Robert S. Sullivan) "Establishing the Level of Service for Public Emergency Ambulance Systems," Socio-Economic Planning Sciences, Vol. 13, No. 5 (September 1979), pp. 235-239.

"Managing Service Capacity," Texas Business Review (July-August 1979), pp. 125-128. Reprinted in: World Executive Digest (October 1980), pp. 82-95 and USLIFE Title News (Summer 1979), pp. 8-10.

(with Robert S. Sullivan) "Services and the Economy," Discovery (December 1979), pp. 26-29.

(with Bellur N. Srikar) "Emergency Ambulance Location Using the Contiguous Zone Search Routine," Journal of Operations Management, Vol. 2, No. 4 (August 1982), pp. 225-237. 1983 Stan Hardy Award for best paper in Operations Management.

(with Lou A. Allen) "A Warehouse Location Model Helps Texas Comptroller Select Out-of-State Audit Offices," Interfaces, Vol. 13, No. 5 (Sept.-Oct. 1983), pp. 40-46. Reprinted in: Cases & Readings in Production and Operations Management, Allyn & Bacon, 1991.

"Is Your Product Services Rather than Goods?" Production & Inventory Management Review (June 1983), pp. 8-9.

"Operations Management at The University of Texas," Operations Management Review, Vol. 3, No. 2 (Winter 1985), pp. 19-24.

"Consumer Participation and Productivity in Service Operations," Interfaces, Vol. 15, No. 3 (May-June 1985), pp. 60-67.

"Teaching Service Operations Management," Operations Management Review, Vol. 5, No. 3 (Spring 1987), pp. 9-11.

*(with Bhaba R. Sarker) "The Performance of Push and Pull Systems: A Simulation and Comparative Study," International Journal of Production Research, Vol. 27, No. 10 (October 1989), pp. 1715-1731.

*(with Sheryl E. Kimes) "Selecting Profitable Hotel Sites at LaQuinta Motor Inns," Interfaces, Vol. 20, No. 2 (March-April 1990), pp. 12-20. Reprinted in: Cases & Readings in Production and Operations Management, Allyn & Bacon, 1991.

*(with dt ogilvie) "Should Your Global Strategy Include China?", Business Perspectives, Vol. 4, No. 1 (Fall 1990), pp. 16-19.

*(with Bahba R. Sarker) "Reply to the Performance of Push and Pull Systems: A Corrected Analysis," International Journal of Production Research, Vol. 28, No. 9 (September 1990), pp. 1620-1621.

(with Gavin Maurer) "A Walk-Through-Audit to Improve Restaurant Performance," The Cornell H.R.A. Quarterly, Vol. 31, No. 4 (February 1991), pp. 94-99.

(with Charles H. Davis) "The Future of Nuclear Power in the United States," Technological Forecasting and Social Change, Vol. 40, No. 2 (September 1991), pp. 151-164.

(with Panos Kouvelis and Wen-Chyuen Chiang) "Simulated Annealing for Machine Layout Problems in the Presence of Zoning Constraints," European Journal of Operations Research, Vol. 57 (1992), pp. 203-223.

(with Panos Kouvelis and Debasish N. Mallick) "Design Strategy and Its Interface with Manufacturing and Marketing: A Conceptual Framework," Journal of Operations Management, Vol. 10, No. 3 (August 1992), pp. 398-415.

(with Robert Bowker, James S. Dyer, Kingshuk K. Sinha) "A Strategic Planning Model for Oilfield Service and Supply Companies," International Journal of Production Economics, Vol. 27, No. 3, 1992, pp. 221-231.

(with Wen-Chyuen Chiang, Zhimin Huang, Susan X. Li) "A Game-Theoretic Approach to Quantity Discount Problems," Decision Sciences, Vol. 25, No. 1 (Jan/Feb 1994), pp. 153-168.

*(with Curtis McLaughlin) "Strategies for Globalizing Service Operations," International Journal of Service Industry Management, Vol. 7, No. 4, 1996, pp. 45-59.

(with Jeonpyo Noh and Emil Theis) "Purchasing Business Services" Journal of Business and Industrial Marketing, Vol. 13, No. 4/5, 1998, pp. 370-380.

“Curriculum and Research in Service Operations Management,” Decision Line, Vol. 30, No, 1, January 1999, pp. 8-10.

*(with Jeonpyo Noh) “Effect of Information Technology on Marketing Performance of Korean Service Firms,” International Journal of Service Industry Management, Vol. 10, No. 3, 1999, pp. 307-319.

(with Mona J. Fitzsimmons) "Introduction by Guest Editors," Journal of Business Strategies, Special Issue on Services, Vol. 17, No. 1, Spring 2000, pp. 1-3.

(with Jorge Okada) “Evolution of B2C E-commerce in Japan,” International Journal of Business Performance Management, Vol. 4, No. 2, 2002, pp. 202-217.

“Is the Future of Services Self-service?,” Managing Service Quality, Vol. 13, No. 6, 2003, pp. 443-444.

(with Edward Anderson, Douglas Morrice, G. Edward Powell) "Managing Service Supply Relationships," International Journal of Services Technology and Management, Vol. 5, No. 3, 2004, pp. 221-232.

(with Jo Ann Duffy and Nikhil Jain) “Identifying and Studying “Best Performing” Services: An Application of DEA to Long Term Care,” Benchmarking – An International Journal, accepted.

(with Florian Giger) “Development and Future of the Airline Industry,” International Journal of Services Technology and Management, submitted.

E) Refereed Conference Proceedings:

"An Emergency Medical System Simulation Model," Proceeding of the 1971 Winter Simulation Conference (December 1971), New York, pp. 18-25.

(with D. T. Eshelman and Michael J. Maggard) "The Use of Simulation in the Design of a Coastal Oil Refinery," Proceedings of the Fifth National AIDS Conference (November 1973), Boston, pp. 165-167.

"Establishing the Level of Service for an Emergency Ambulance System," Proceedings of the Ninth National AIDS Conference (October 1977), Chicago, pp. 306-308.

(with Bellur N. Srikar) "An Approach to Locating Urban Services," Proceedings of the Tenth National AIDS Conference (October 1978), St. Louis, pp. 252-254.

"Productivity in a Post Industrial Society," Proceedings of the Eleventh National AIDS Conference (November 1979), New Orleans, pg. 351.

(with Robert S. Sullivan) "Operations Management and the Economics of Energy: A Symposium," Proceedings of the Twelfth National AIDS Conference (November 1980), Las Vegas, pp. 23-25.

(with Bellur N. Srikar) "A Cost-Effectiveness Analysis of Incentive Programs to Stimulate Development of Geopressured Energy Resources," Proceedings of the Thirteenth National AIDS Conference (November 1981), Boston, pp. 217-219.

(with Bellur N. Srikar) "A Utility Model of Energy Producer Investment Decisions," Proceedings of the Fourteenth National AIDS Conference (November 1982), San Francisco.

(with Lou A. Allen) "Locating Out-of-State Audit Offices for the State of Texas Comptroller," Proceedings of the Southwest AIDS Conference (March 1983), Houston.

(with Gary Delaney) "Measuring Purchasing Efficiency," Proceedings of the Sixteenth National AIDS Conference (November 1984), Toronto.

"A Model for Predicting Motel Occupancy," Proceedings of the Western AIDS Conference (March 1985), Monterey.

"Service Productivity Measurement and Improvement," Proceedings of the Fourth Annual Operations Management Association Conference (November 1985), Phoenix.

"Teaching the Principles of OPT," Proceedings of the Western DSI Conference (March 1987), Palm Springs.

"Strategies for Teaching Service Operations Management," Proceedings of the National DSI Conference (November 1987), Boston.

(with Sheryl Kimes) "The Role of Location in Service Strategy," Proceedings of the Annual International Conference of the Operations Management Association UK (January 1988), England.

(with JoAnn Duffy) "Measuring Quality of Care for Nursing Homes," Proceedings of the National DSI Conference (November 1988), Las Vegas.

(with JoAnn Duffy and Paul Reed) "The Definition and Measurement of Service Productivity," Proceedings of the 20th National DSI Conference (November 1989), New Orleans.

(with William C. Green) "Customer Integration," Proceedings of the Western DSI Conference (March 1990), Vancouver.

(with Emil Thies) "Purchasing Business Services", Proceedings of the 1st International Research Seminar in Service Management (June 1990), La Londe, France.

(with Charles H. Davis) "The Future of Nuclear Power in the U.S.: A Delphi Study," Proceedings of the National DSI Conference (November 1990), San Diego.

(with Panos Kouvelis and Debasish N. Mallick) "The Design Strategy and Its Interface with Manufacturing and Marketing Strategies: A Conceptual Framework," Proceedings of the National DSI Conference (November 1990), San Diego.

(with Robert W. Bowker, James S. Dyer, Kingshuk K. Sinha) "A Strategic Planning Model for Oilfield Dependent Companies," Proceedings of the National DSI Conference (November 1991), Miami.

(with Panos Kouvelis and Debasish N. Mallick) "The Design Strategy Framework and Its Application," Proceedings of the National DSI Conference (November 1991), Miami, 1550-1552.

(with Panos Kouvelis and Debasish N. Mallick) "The Design Strategy Framework: Refinements Based on Field Research," Proceedings of the National DSI Conference (November 1992), San Francisco, 1330-1332.

(with Panos Kouvelis and Debasish N. Mallick) "Defining Product Design: A Managerial Perspective", Proceedings of the International Forum on Design Management Research & Education, (July 1993), Boston.

(with JoAnn Duffy and Nkihil Jain) "Analysis of Nursing Home Care Using DEA", Proceedings of the National DSI Conference (November 1994), Honolulu, 1870-1872.

F) Book Reviews:

Gohagen, John K., Quantitative Analysis for Public Policy, McGraw-Hill Book Co., Operations Management Newsletter, March 1981.

G) Reports:

(with A. D. Swain and E. W. Shepherd) Analysis of Environmental Factors in the Development of a Solid Waste Management System, Institute for Social Research and Development, The University of New Mexico, 1971.

(with L. W. Dreher and F. B. Vogt) Emergency Medical Service Systems, Capital Area Planning Council, Austin, 1972.

(with Ron Briggs, C. Clarke and Paul Jensen) Access to Essential Services, Research Memorandum No. 2 Council for Advanced Transportation Studies, The University of Texas at Austin, April 1973.

(with Ron Briggs) The Definition of Essential Services and the Identification of Key Problem Areas, Research memorandum No. 9, Council for Advanced Transportation Studies, The University of Texas at Austin, January 1974.

(with Kenneth W. Tolo and Kingsley E. Haynes) Post-Secondary Education Planning in Texas, Phase I Report, The Lyndon B. Johnson School of Public Affairs, The University of Texas at Austin, February 1974.

(with Ron Briggs, W. T. Enders, Paul Jensen) Access to Essential Services: Analyzing the Existing System, Final Report, Council for Advanced Transportation Studies, The University of Texas at Austin, April 1974.

(with David J. Eaton and Mark S. Daskin) Location Techniques for Emergency Medical Service Vehicles, The Lyndon B. Johnson School of Public Affairs, The University of Texas at Austin, 1979.

Vol. I An Analytical Framework for Austin, Texas

Vol. II Travel Time Data--Description and Assumptions

Vol. III Emergency Medical Service Calls in Austin

Vol. IV Austin Population and Housing Data

(with David J. Eaton and Mark S. Daskin) Analysis of Emergency Medical Services in Austin, Texas, The Lyndon B. Johnson School of Public Affairs Report 41, The University of Texas at Austin, 1980.

Vol. I Results

Vol. II Analytical Methods

(with James S. Dyer, P. B. Gassin, K. K. Sinha) A Methodology for Forecasting Oil and Gas Drilling Activity in the Lower 48 States of the United States, Operations Management Center, Graduate School of Business, The University of Texas at Austin, January 1988.

(with James S. Dyer, P. B. Gassin, K. K. Sinha) Final Report on Oil and Gas Drilling Project for Lone Star Technologies, Inc., Operations Management Center, Graduate School of Business, The University of Texas at Austin, January 1988.

* 2 nd Author, otherwise 1 st or alpha listing.