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Mark M. Davis

Professor, Management
DBA, Boston University, 1986
Office: Morison Hall 185 | 781.891._2739 | mdavis@bentley.edu
                       


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Bio

Mark M. Davis is Professor of Operations Management at Bentley College in Waltham, MA. He worked as a manufacturing engineer for the General Electric Company and is a graduate of its Manufacturing Management Program. He was also a programs manager for the U.S. Army Natick Research Laboratories, where he focused on the design of military foodservice systems. Dr. Davis' primary research interest is service operations management with emphasis on customer waiting time issues. He has published articles in this area in several journals, including The Journal of Operations Management, Decision Sciences, The Journal of Services Marketing, The Journal of Business Forecasting, OM Review, The International Journal of Production and Operations Management, The Euro-Asia Journal of Management and The International Journal of Service Industry Management. Dr. Davis is also the co-author of two textbooks: Operations Management: Integrating Manufacturing and Services, (McGraw-Hill/Irwin, 2005, 5th edition, with Janelle Heineke), and Managing Services: Using Technology to Create Value (McGraw-Hill/Irwin, 2003, with Janelle Heineke). Dr. Davis is currently Vice-President at Large for the Decision Sciences Institute. He also served as Program Chair for the 2003 Annual Meeting, Secretary and as a member of the Board of Directors of the Decision Sciences Institute, and is a Past President of the Northeast Decision Sciences Institute. In 2000, he was named a Fellow in the Decision Sciences Institute. In 1998, Dr. Davis received Bentley College's Scholar of the Year Award. He was appointed to the 1996 Board of Examiners for the Malcolm Baldrige National Quality Award. Dr. Davis won the Innovative Education Award Best Paper (with Jane Tchaicha) at the 2003 Annual Meeting of the Northeast Decision Sciences Institute. Dr. Davis currently serves the editorial review board of The International Journal of Service Industry Management. As a visiting professor, Dr. Davis has taught courses in service operations at Cornell University's School of Hotel Administration; Instituto de Empresa in Madrid, Spain; Groupe HEC, in Paris, France; and Macquarie University in Sydney, Australia.

Teaching Interests

Service Operations Management; Business Processes

Research Interests

Strategies for Integrating Services and Manufacturing; Managing Customer Waiting Times

Consulting/Practice Interests

Customer Waiting Time Management

Professional Links

http://www.bentley.edu/faculty/davis-mark

Professional Memberships

American Society for Quality
Decision Sciences Institute
INFORMS
Production and Operations Management Society

Awards and Honors

2013, Keynote Speaker, Conference on Corporate Sustainability and Eco-Innovations 2013, Kozminski University
2012, Commencement Speaker, Inaugural Graduation of IMSE degree, Heraklion, Crete, Greece, University of Crete
2002, Northeast Decision Sciences Institute Innovative Education Best Paper Award (with Jane Tchaicha)
2000, Decision Sciences Institute, Fellow
1998, Bentley College Scholar of the Year Award

Publications

Journal Articles
Campbell, C. S., Maglio, P. P., Davis, M. M. From Self-service to Super-service: A Resource Mapping Framework for Co-creating Value by Shifting the Boundary between Provider and Customer. Information Systems and e-Business Management. Forthcoming

Davis, M. M., Spohrer, J. C., Maglio, P. P. (2011). How Technology is Changing the Design and Delivery of Services. Operations Management Review, 4 (1-2), 1-5.

Campbell, C. S., Maglio, P. P., Davis, M. M. (2011). From Self-Service to Super-Service: A Resource Mapping Framework for Co-Creating Value by Shifting the Boundary between Provider and Customer. Information Systems and e-Business Management, 9 (2), 173-191 .

Davis, M. M., Stavrulaki, E. (2010). Aligning Products with Supply Chain Processes and Strategy. The International Journal of Logistics Management, 21 (1), 127-151. (link)

Behara, R., Davis, M. M. (2010). Active Learning Projects in Service Operations Management . INFORMS Transactions on Education, 11 (1).

Davis, M. M., Berdrow, I. (2008). Service Science: Catalyst for Change in Business School Curriculum. IBM Systems Journal, 47 (1), 29-40. (link)

Heineke, J., Davis, M. M. (2007). The Emergence of Service Operations Management as an Academic Discipline. Journal of Operations Management, 25 (2), 364-374.

Usoff, C. A., Davis, M. M. (2007). Designing a business process course that addresses the needs of today's managers. International Journal of Process Management and Benchmarking, 2 (1), 1-9. (link)

Tchaicha, J. D., Davis, M. M. (2005). The Impact of Culture on Technology and Business: An interdisciplinary, experiential course paradigm. Journal of Management of Education, 29 (9), 738-757.

Davis, M. M., Heineke, J. (1998). How Disconfirmation, Perception and Actual Waiting Times Impact Customer Satisfaction. International Journal of Service Industry Management, 9 (1), 64-73.

Davis, M. M., Maggard, M. J. (1994). Zero Waiting Time: A Model for Designing Fast and Efficient Service. Advances in Services Marketing and Management, 3, 201-217.

Davis, M. M., Heineke, J. (1994). Understanding the Roles of the Customer and the Operation for Better Waiting Line Management. International Journal of Operations and Production Management, 14 (5), 21-34.

Davis, M. M. (1991). How Long Should a Customer Wait for Service? Decision Sciences, 22 (2), 421-434.

Davis, M. M., Maggard, M. J. (1991). An Analysis of Customer Satisfaction with Waiting Times in a Two-Stage Process. Journal of Operations Management, 9 (3), 324-334.

Davis, M. M., Vollmann, T. E. (1990). A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation. The Journal of Services Marketing, 4 (1), 61-69.

Davis, M. M., Berger, P. D. (1989). Sales Forecasting in a Retail Service Environment. Journal of Business Forecasting (Winter), 8-11,17.

Kwan, S. K., Davis, M. M., Greenwood, A. G. (1988). A Simulation Model for Determining Variable Worker Requirements in a Service Operation with Time Dependent Customer Demand. Queueing Systems: Theory and Practice, 3 (3), 265-276.

Books
Davis, M. M, Heineke, J. (2004). Operations Management: Integrating Manufacturing and Services, 5th edition (5th ed.). Burr Ridge, IL: McGraw-Hill/Irwin.

Davis, M. M, Aquilano, N. J, Chase, R. B. (2003). Fundamentals of Operations Management, 4th edition. Burr Ridge, IL: McGraw-Hill/Irwin.

Davis, M. M, Heineke, J. (2003). Service Operations Management: Adding Value Through Technology. Burr RIdge, IL: McGraw-Hill/Irwin.

Davis, M. M, Aquilano, N. J, Chase, R. B. (1999). Fundamentals of Operations Management, 3rd edition. Burr Ridge, IL: McGraw-Hill/Irwin.

Davis, M. M, Heineke, J. (1997). Operations Management in Service Environments. Watertown, MA: American Management Association.

Aquilano, N. J, Chase, R. B, Davis, M. M. (1995). Fundamentals of Operations Management, 2nd edition. Burr Ridge, IL: McGraw-Hill/Irwin.

Davis, M. M, Tumolo, P. L. (1994). Operations Management in Manufacturing. Watertown, MA: American Management Association.

Book Chapters
Davis, M. M. Challenges Facing Today's Business Schools. In Daniel Everett and Gordon Hardy (Eds.), Shaping the Future of Business Education. Palgrave Macmillan

Davis, M. M, Heineke, J. (2012). Part II: Operations (eight chapters). Marketing and Operations Fundamentals (2nd ed.) (pp. 356-492). Boston, MA: . Pearson Custom Publishing

Davis, M. M. (2001). Service Management Systems. In Warner, Malcolm (Eds.),  (pp. 10). London, England: . Thomson Learning

Davis, M. M, Aquilano, , Chase, . (1999). Scheduling. . New York: . Irwin/McGraw-Hill

Conference Proceedings and Presentations

Davis, M. M., Behara, R. "Active Learning Exercises for a Service Operations Management Course." Presented at the INFORMS's INFORMS Annual Meeting, Phoenix, AZ.

Li, G., Field, J., Davis, M. M. (2013). "Design of Effective and Efficient Service Delivery Processes." Presented at the 2013 INFORMS Annual, Minneapolis, MN.

Li, G., Field, J., Davis, M. M. (2013). "Designing Service Delivery Processes That Are Both Fast and Efficient." Presented at the 2013 Service Management and Science Forum , Las Vegas, NV.

Li, G., Field, J., Davis, M. M. (2012). "A Decision Model for Designing and Integrating Back-Office and Front-Office Service Operations." Presented at the The Decision Sciences Institute (DSI)'s DSI 2012, San Francisco, San Francisco, CA.

Davis, M. M. (2012). Presented at the University of Stuttgart's Visiting Scholar, Stuttgart Germany.

Davis, M. M. (2012). Presented at the University of Exeter's Visiting Scholar, Exeter, United Kingdom.

Li, G., Field, J., Davis, M. M. (2012). "A Framework for Integrating Front Office and Back Office Service Operations." Presented at the Production and Operations Management Society (POMS)'s POMS 2012, Chicago, Chicago, U.S.A..

Davis, M. M., Heineke, J., Behara, R. (2011). Presented at the Decision Sciences Institute's Annual Meeting of DSI, Boston, MA.

Davis, M. M. (2011). "Class Exercises for Service Operations Management." Presented at the Production/Operations Management Society's POMS Annual Conference, Reno, NV.

Field, J., Davis, M. M., Maglio, P. P. (2011). "Creating Value by Shifting the Boundary between Service Provider and Customer." Presented at the Production/Operations Management Society's POMS Annual Conference, Reno, NV.

Stavrulaki, E., Davis, M. M., Field, J., . (2011). Segmenting Services to Identify Key Process Success Factors. Presented at the West Coast Decision Sciences Institute's Annual Conference, Portland, OR.

Field, J., Davis, M. M. (2010). Designing Service Processes for Value Co-Creation. Presented at the European Operations Management Association's 2010 EurOMA Conference, Porto, Portugal.

Field, J., Davis, M. M. (2010). "Classifying Service Processes for the 21st Century." Presented at the POMS Conference's 2010 POMS Conference, Vancouver, British Columbia, Canada.

Davis, M. M. (2008).

Davis, M. M. (2008).

Davis, M. M., Usoff, C. A. (2005). "Continuous Improvement in a Business Process Course." Presented at the Northeast Decision Sciences Institute, Philadelphia, PA.

Davis, M. M. (2005).

Stavrulaki, E., Davis, M. M. (2004). "A Framework for Aligning Processes and Supply Chains for More Effective Order Fulfillment." Presented at the Decision Sciences Institute, Boston, MA.

Tchaicha, J. D., Davis, M. M. (2003). "The Impact of Culture and Technology on Business in Europe."

Usoff, C. A., Franza, R., Davis, M. M. (2002). "Business Processes: An Interdisciplinary Approach using the Medical School Model."

Davis, M. M. (2001). "Service Strategies for Manufacturing Firms." Presented at the International Conference on Service Management, Angers, France.

Newpol, J. J., Xing, F., Davis, M. M. (1993). "The Peoples; Republic of China Gives the Green Light for a Market -Driven Economy." Presented at the Northeast Decision Sciences Institute, Boston, MA.

Newpol, J. J., Davis, M. M. (1992). "Pragmatic Prospectives in Locating International Operations." Presented at the Decision Sciences Institute, San Francisco, CA.

Newpol, J. J., Davis, M. M. (1991). "International Site Selection: Matching Operational Characteristics and Host Country Incentives." Presented at the Annual Meeting of Production and Operations Management Society.

Newpol, J. J., Davis, M. M. (1991). "Incentive and Tax Considerations When Selecting International Site Locations." Presented at the Decision Sciences Institute, Washington DC.

Service

Department Service
Committee Member for Ad Hoc Committee for Research, 2011 - Present

University Service
Bentley Representative for Inauguration of Susan Engelkemeyer as President of Nichols College, 2011 - 2011

Professional Service
Editorial Review Board Member for Journal of Service Management - Present
Editor (Associate), Journal for Operations Management Review - Present
Chairperson for DSI Fellows Nominations Committee, 2013 - 2013
Chairperson for Service Management and Science Forum - August 4-6, 2013 , 2012 - 2013
External Examiner, PhD Dissertation for University of Technology, Mauritius, 2013 - 2013
Officer, President/Elect/Past for POMS - College of Services, 2011 - 2013
Chairperson for DSI Annual Meeting, 2012 - 2012
Editor, Journal for INFORMS Transactions on Education, 2011 - 2012
Editor, Journal for Journal of Service Science, 2011 - 2012
Conference/Workshop Organizer for Art & Science of Service Conference , 2012 - 2012
Editor/Publisher, Online Newsletter for Misc, 2011 - 2011
Conference/Workshop Organizer for Art & Science of Service Conference , 2011 - 2011
Officer, President/Elect/Past for Decision Sciences Institute, 2005 - 2008

Public Service
Board Member for MassExcellence, 2008 - 2013