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Janelle Heineke

13 works· latest 2016· 1 institutionscluster: provisional

h-index12

i1012

Citations926

Works here13

Most cited in this library

How disconfirmation, perception and actual waiting times impact customer satisfaction1998 · 223 citations
The emergence of service operations management as an academic discipline2006 · 151 citations
Business Process Reengineering: Improving in New Strategic Directions1994 · 130 citations
Understanding the Roles of the Customer and the Operation for Better Queue Management1994 · 126 citations
The Impact of Process Variation on Customer Dissatisfaction: Evidence from the U.S. Domestic Airline Industry2004 · 67 citations

Works

13 shown

Editorial for Journal of Operations Management special issue on “Professional Service Operations Management (PSOM)”

Journal of Operations Management·2016·2 authors·editorial

30citations

A life‐cycle perspective of professionalism in services

Journal of Operations Management·2016·3 authors

24citations

Eco-efficiency of Service Co-production

Cornell Hospitality Quarterly·2014·4 authors

26citations

Project Flip: A Project Management Case/Exercise Experience

Decision Sciences Journal of Innovative Education·2010·4 authors

9citations

The emergence of service operations management as an academic discipline

Journal of Operations Management·2006·2 authors

151citations

The Impact of Process Variation on Customer Dissatisfaction: Evidence from the U.S. Domestic Airline Industry

Decision Sciences·2004·2 authors

67citations

New issues and opportunities in service design research

Journal of Operations Management·2002·4 authors

41citations

Managing Services: Using Technology to Create Value

·2002·2 authors·book

36citations

How disconfirmation, perception and actual waiting times impact customer satisfaction

International Journal of Service Industry Management·1998·2 authors

223citations

Exploring the Relationship between Perception and Performance: Priorities for Action

Service Industries Journal·1998·2 authors

50citations

Enhancing Learning Using Classroom Games and Exercises

Quality Management Journal·1997·1 author

13citations

Business Process Reengineering: Improving in New Strategic Directions

California Management Review·1994·5 authors

130citations

Understanding the Roles of the Customer and the Operation for Better Queue Management

International Journal of Operations & Production Management·1994·2 authors

126citations