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| Boston College Address | Contact Information |
Dr. Gregory R. Heim Assistant Professor Operations and Strategic Management Department Carroll School of Management Boston College Fulton Hall 352A 140 Commonwealth Avenue Chestnut Hill, MA 02467 |
BC Phone/Voicemail: 617-552-0462 BC Fax: 617-552-0433 Cell/Voicemail: 617-596-9028 BC E-Mail: heimgr@bc.edu URL: http://www2.bc.edu/~heimgr/ URL: http://www.gregheim.com/ URL: http://www.gregoryheim.com/ |
| Vita | Biographical Sketch |
Academic Vita (pdf) Summary of Teaching Experience (pdf) ZIP file containing all published articles (4.2 MB) |
Gregory R. Heim is an assistant professor in the Operations and Strategic Management Department of the Wallace E. Carroll School of Management, Boston College. He holds an A.B. in economics from The University of Chicago and a business administration Ph.D. in operations and management science from the Carlson School of Management at the University of Minnesota. His research interests include person-to-person service operations, electronic service (e-service) operations, operations strategy, management of technology, quality management, mass customization, and retail supply chain management. His articles have appeared or are scheduled to appear in Communications of the Association for Information Systems, International Journal of Electronic Business, International Journal of Flexible Manufacturing Systems, International Journal of Retail and Distribution Management, Journal of Operations Management, Journal of Service Research, Manufacturing & Service Operations Management, and Production and Operations Management. |
Teaching Schedule |
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| Spring 2007 | |
| Spring 2007 Classes: MD021: Operations Management Spring 2007 Teaching Schedule: MD021: Tuesday/Thursday 3:00 - 4:15 Office Hours: Tuesday/Thursday 1:00-3:00, 4:30-5:30, and by appointment |
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Archive of Previous Class Syllabi |
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MD021: Introduction to Operations Management Fall 2005 Spring 2006 Fall 2006 Spring 2007 MD240: Management Information Systems Fall 2000 Spring 2001 Fall 2001 Spring 2002 Fall 2002 Fall 2003 Fall 2004 Spring 2005 MD253: Electronic Commerce Fall 2000 |
MD254: e-Service Operations Management Spring 2003 Spring 2004 Spring 2005 MD850: Advanced Topics in IT: e-Service Operations Spring 2001 Spring 2002 Spring 2003 MD854: Service Operations Management Spring 2004 Fall 2004 |
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Research Interests |
Professional Association Memberships |
Research Topics of Interest Service and E-Service operations management * Operations strategy * Management of technology * Quality management and e-service quality * Entrepreneurship, innovation, and startup survival Impact of mass customization technologies on operations management * Retail operations and Trade Promotions Management * Radio Frequency Identification (RFID) devices * Build-to-Order Process Types and Supply Chain Management |
Research Association Memberships American Society for Quality (ASQ) Association for Computing Machinery (ACM): SIGKDD Decision Sciences Institute (DSI) The Computer Society (IEEE) Institute for Operations Research and the Management Sciences (INFORMS): MSOM Production and Operations Management Society (POMS) |
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List of Publications |
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Publications: Refereed Journals "A Product-Process Matrix for Electronic Services: Implications for the Delivery of Consumer Value," Gregory R. Heim and Kingshuk K. Sinha, Journal of Service Research, 4(3), 2001, p286-299. "Operational Drivers of Customer Loyalty in Electronic Retailing: An Empirical Analysis of Electronic Food Retailers," Gregory R. Heim and Kingshuk K. Sinha, Manufacturing and Service Operations Management, 3(3), Summer, 2001. "Service Process Configurations in Electronic Retailing: A Taxonomic Analysis of Electronic Food Retailers," Gregory R. Heim and Kingshuk K. Sinha, Production and Operations Management, Special Issue to Honor Wickham Skinner, 11(1), Spring, 2002. "Managing Quality in the E-Service System: Development and Application of a Process Model," Joy M. Field, Gregory R. Heim and Kingshuk K. Sinha, Production and Operations Management, Vol. 13, No. 4, (Winter) 2004, pp. 291-306. "Consumer and Co-Producer Roles in e-Service: Analyzing Efficiency and Effectiveness of E-Service Designs," Mei Xue, Gregory R. Heim, and Patrick T. Harker, International Journal of Electronic Business, Vol. 3, No. 2, 2005, pp. 174-197. "Service Product Configurations in Electronic B2C Operations: A Taxonomic Analysis of Electronic Food Retailers," Gregory R. Heim and Kingshuk K. Sinha, Journal of Service Research, Vol. 7, No. 4, May, 2005, pp. 360-376. "Experiential Learning in a Management Information Systems Course: Simulating IT Consulting and CRM System Procurement," Gregory R. Heim, Larry Meile, Justin Tease, Jeffrey Glass, Sahal Laher, James Rowan, and Katie Comerford, Communications of the Association for Information Systems, Vol. 15, Article No. 25, 2005, pp. 428-463. "Mass Customization in Video Duplication and Conversion: Challenges of Flexible Duplication Systems, Fast Delivery, and Electronic Service," Gregory R. Heim, International Journal of Flexible Manufacturing Systems, Vol. 16, 2005, pp. 363-397. "Comparing E-Service Performance Across Industry Sectors: Drivers of Overall Satisfaction in Online Retailing," Lauren M. Trabold, Gregory R. Heim, Joy M. Field, International Journal of Retail and Distribution Management, Vol. 34, No. 4/5, pp. 240-257. "Process Drivers of E-Service Quality: Analysis of Data from an Online Rating Site," Gregory R. Heim, Joy M. Field, Journal of Operations Management. (forthcoming in 2007) Publications: Non-Refereed "Research Translations: Towards Making Sense of Digital Technologies in Service Processes of Electronic Retailers," Gregory R. Heim and Kingshuk K. Sinha, POMS Chronicle, 10(2), 2003, p. 10-11. Publications: Book Chapters "Design and Delivery of Electronic Services: Implications for Customer Value in Electronic Food Retailing," Gregory R. Heim and Kingshuk K. Sinha, in New Service Development: Creating Memorable Experiences, eds: James A. Fitzsimmons and Mona J. Fitzsimmons, Sage Publications, 2000. Working Papers "A Product-Process Matrix for Electronic Services: Implications for the Delivery of Consumer Value," Gregory R. Heim and Kingshuk K. Sinha, The Retail Food Industry Center, Working Paper 99-06, University of Minnesota, August 1999. "Website Efficiency, Customer Satisfaction and Customer Loyalty: A Customer Value Driven Perspective," Mei Xue, Patrick T. Harker, and Gregory R. Heim, OPIM Working Paper 00-12-03, Department of Operations and Information Management, Wharton School, December 2000. |
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Research Papers in Progress |
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| Research Papers in Progress Please email me if you would like a PDF of one of the following research papers. "An Empirical Analysis of Product-Process Alignment: Impact on Survival of Entrepreneurial Electronic B2C Operations," Gregory R. Heim and Kingshuk K. Sinha "A Product-Process Matrix for the Post-Manufacturing 21st Century: Resolving Technological Anomalies and Incorporating Evolution Theory," Gregory R. Heim "The Value to the Customer of RFID: A Taxonomy of RFID-Enhanced Service," William Wentworth and Gregory R. Heim "An Analysis of Delivery Performance in Electronic Food Retailing and Electronic Grocery," Gregory R. Heim and Sohel Ahmad |
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Academic Links |
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| Boston College Wallace E Carroll School of Management Boston College Home InfoEagle OISM Department Faculty Listing University of Minnesota Carlson School of Management Operations and Management Science Department University of Chicago The College |
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