Mark Maurice Davis

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.

Informações coletadas do Lattes em 10/07/2025

Acadêmico

Formação acadêmica

Doutorado em Business Administratrion

1982 - 1986

Boston University
Título: A Study of the Relationship Between Customer Satisfaction and Waiting Time and its Impact on Worker Requirements in a Fast Food Operation
Orientador: Thomas E. Vollmann

Mestrado em Master of Business Administration

1971 - 1972

Boston University
Título: Não aplicável,Ano de Obtenção: 1972
Orientador: Não aplicável

Graduação em Bacharelado em Engenharia Elétrica

1962 - 1966

Tufts University

Produções bibliográficas

DAVIS, MARK M. ; STAVRULAKI, EUTHEMIA . Using Digital Service Inventories to Create Customer Value. Service Science , v. 7, p. 83-99, 2015.
BEHARA, RAVI S. ; DAVIS, MARK M. . Navigating Disruptive Innovation in Undergraduate Business Education. Decision Sciences Journal of Innovative Education , v. 13, p. 305-326, 2015.
STAVRULAKI, EUTHEMIA ; DAVIS, MARK M. . A Typology for Service Supply Chains and Its Implications for Strategic Decisions. Service Science , v. 6, p. 34-46, 2014.
DAVIS, MARK M. ; SPOHRER, JAMES C. ; MAGLIO, PAUL P. . Guest editorial: How technology is changing the design and delivery of services. Operations Management Research , v. 4, p. 1-5, 2011.
CAMPBELL, CHRISTOPHER S. ; MAGLIO, PAUL P. ; DAVIS, MARK 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 (Print) , v. 9, p. 173-191, 2011.
STAVRULAKI, EUTHEMIA ; DAVIS, MARK . Aligning products with supply chain processes and strategy. International Journal of Logistics Management , v. 21, p. 127-151, 2010.
BEHARA, RAVI S. ; DAVIS, MARK M. . Active Learning Projects in Service Operations Management. INFORMS Transactions on Education , v. 11, p. 20-28, 2010.
DAVIS, M. M. ; BERDROW, I. . Service science: Catalyst for change in business school curricula. IBM Systems Journal (Print) , v. 47, p. 29-39, 2008.
USOFF, CATHERINE A. ; DAVIS, MARK M. . Designing a Business Process course that addresses the needs of today's managers. International Journal of Process Management and Benchmarking , v. 2, p. 1, 2007.
HEINEKE, JANELLE ; DAVIS, MARK M. . The emergence of service operations management as an academic discipline. Journal of Operations Management , v. 25, p. 364-374, 2007.
DAVIS, MARK M. ; HEINEKE, JANELLE . How disconfirmation, perception and actual waiting times impact customer satisfaction. International Journal of Service Industry Management (Cessou em 2008. Cont. ISSN 1757-5818 Journal of Service Management (Print)) , v. 9, p. 64-73, 1998.
DAVIS, MARK M. ; HEINEKE, JANELLE . Understanding the Roles of the Customer and the Operation for Better Queue Management. International Journal of Operations & Production Management , v. 14, p. 21-34, 1994.
DAVIS, MARK M. . How Long Should a Customer Wait for Service?. Decision Sciences , v. 22, p. 421-434, 1991.
DAVIS, M . An analysis of customer satisfaction with waiting times in a two-stage service process. Journal of Operations Management , v. 9, p. 324-334, 1990.
DAVIS, MARK M. ; VOLLMANN, THOMAS E. . A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation. The Journal of Services Marketing , v. 4, p. 61-69, 1990.
KWAN, STEPHEN K. ; DAVIS, MARK M. ; GREENWOOD, ALLEN G. . A simulation model for determining variable worker requirements in a service operation with time-dependent customer demand. Queueing Systems , v. 3, p. 265-275, 1988.
DAVIS, MARK M. ; Heineke, J. . Operations Management: Integrating Manufacturing and Services. 5. ed. Irwin: McGraw Hill, 2004.
DAVIS, MARK M. ; Aquilano, N. J ; Chase, R. B. . Fundamentals of Operations Management. 4. ed. Burr Ridge, IL: McGraw-Hill/Irwin, 2003.
DAVIS, MARK M. ; Aquilano, N. J ; Chase, R. B. . Fundamentals of Operations Management. 3. ed. , 1999.
Aquilano, N. J ; Chase, R. B. ; DAVIS, MARK M. . Fundamentals of Operations Management. 2. ed. , 1995.
DAVIS, MARK M. . Challenges Facing Today's Business Schools.. In: Daniel Everett and Gordon Hardy. (Org.). Shaping the Future of Business Education. 1ed.: , 2013, v. , p. 0-.
DAVIS, MARK M. ; HEINEKE, JANELLE . Part II: Operations (8 chapters). In: Gary Armstrong. (Org.). Marketing and Operations Fundamentals. 2ed.: , 2012, v. , p. 356-.
DAVIS, M. M. . Service Management Systems. In: Malcom Warner. (Org.). International Encyclopedia of Business and Management. 2ed.: , 2001, v. , p. 5813-.
DAVIS, M. M. . Estonia Profits from Independence. Boston Business Review.
STAVRULAKI, EUTHEMIA ; DAVIS, MARK M. ; FIELD, JOY . Segmenting Services to Identify Key Process Success Factors. In: West Coast Decision Sciences Institute, Annual Conference, 2011. West Coast Decision Sciences Institute, Annual Conference, 2011.
FIELD, JOY ; DAVIS, MARK M. . Designing Service Processes for Value Co-Creation. In: 7th International Annual EurOMA Conference, 2010, Porto. 7th International Annual EurOMA Conference, 2010.
DAVIS, M. M. ; USOFF, CATHERINE A. . Continuous Improvement in a Business Process Course. In: Northeast Decision Sciences Institute?s Annual Conference, 2005, Philadelphia. Proceedings of the Northeast Decision Sciences Institute?s 2005 Annual Conference, 2005.
DAVIS, M. M. ; STAVRULAKI, EUTHEMIA . A Framework for Aligning Processes and Supply Chains for More Effective Order Fulfillment. In: Annual Meeting of the Decision Sciences Institute, 2004, Boston. Proceedings of the 2004 Annual Meeting of the Decision Sciences Institute, 2004.
DAVIS, M. M. ; TCHAICHA, J. . The Impact of Culture on Technology and Business. In: Northeast Decision Sciences Institute?s Annual Conference, 2002, San Juan. Proceedings of the Northeast Decision Sciences Institute?s 2002 Annual Conference, 2002.
DAVIS, M. M. . Service Strategies for Manufacturing Firms. In: International Conference on Service Management, 2001, Angers. Proceedings of the International Conference on Service Management, 2001.
DAVIS, M. M. ; HEINEKE, JANELLE . A Framework for Integrating Technology into Service Operations. In: Decision Sciences Institute Annual Meeting, 1997, San Diego. Proceedings of the Decision Sciences Institute Annual Meeting, 1997.
DAVIS, M. M. ; SALSBURY, J. ; SLATTERY, I. ; Heineke, J. . The Application of Process Control Charts to Determine Staffing Requirements in a Service Operation. In: International Conference of the European Operations Management Association, 1997. Proceedings of the 4th International Conference of the European Operations Management Association, 1997.
DAVIS, M. M. ; GHOBADIAN, A. . The Impact of GATS on Service Strategy Formulation. In: International Conference of the European Operations Management Association, 1996. Proceedings of the International Conference of the European Operations Management Association, 1996.
DAVIS, M. M. ; Heineke, J. . An Analytical Model for Customer Longevity. In: International Conference, Decision Sciences Institute, 1995, Puebla. Proceedings of the Third International Conference, Decision Sciences Institute, 1995.
DAVIS, M. M. ; HEINEKE, JANELLE . Service: The Newest Competitive Priority Requires a New Perspective for Manufacturers. In: Northeast Decision Sciences Institute Annual Meeting, 1995, Providence. Proceedings, Northeast Decision Sciences Institute Annual Meeting, 1995.
DAVIS, M. M. ; Heineke, J. . Factor Focus: The Service Quality Priority Model. In: National Decision Sciences Institute Annual Meeting, 1994, Honolulu. Proceedings, National Decision Sciences Institute Annual Meeting, 1994.
DAVIS, M. M. ; DEANGELIS, C. . The Application and Benefits of Design for Manufacturing and Assembly. In: Northeast Decision Sciences Institute Annual Meeting, 1994, Portsmouth. Proceedings, National Decision Sciences Institute Annual Meeting, 1994.
DAVIS, M. M. ; BERGER, P. . Directing Salesforce Efforts in a Multi-Product Environment. In: National Decision Sciences Institute Annual Meeting, 1990, San Diego. Proceedings, National Decision Sciences Institute Annual Meeting, 1990.
DAVIS, M. M. ; MOODY, H. ; MAGGARD, M. . Are Zero Waiting Times Economically Feasible for Customer Service Firms?. In: National Decision Sciences Institute Annual Meeting, 1990, San Diego. Proceedings, National Decision Sciences Institute Annual Meeting, 1990.
DAVIS, M. M. ; GARDINER, J. . Reduced Cycle Time: A Source of Competitive Advantage in Mortgage Banking. In: Northeast Decision Sciences Institute Annual Meeting, 1990, Saratoga Springs. Proceedings, Northeast Decision Sciences Institute Annual Meeting, 1990.
DAVIS, M. M. . A Lotus-123 Model to Analyze Alternative Food Packaging Containers for Military Field Feeding. In: Northeast Decision Sciences Institute Annual Meeting, 1990. Proceedings, Northeast Decision Sciences Institute Annual Meeting, 1990.
DAVIS, M. M. . A Portfolio Approach to Defining Quality in Services. In: National Decision Sciences Institute Conference, 1989, New Orleans. Proceedings, National Decision Sciences Institute Conference, 1989.
DAVIS, M. M. ; MAGGARD, M. ; MOODY, H. . Unfair Waiting Lines and the Loss of Loyal. In: National Decision Sciences Institute Conference, 1989, New Orleans. Proceedings, National Decision Sciences Institute Conference, 1989.
DAVIS, M. M. ; NEVILS, B. . A Model for Evaluating Managerial Efficiency in Scheduling Workers in Service Operations. In: Northeast Decision Sciences Institute Annual Meeting, 1989. Proceedings, Northeast Decision Sciences Institute Annual Meeting, 1989.
DAVIS, M. M. ; ROTH, E. . An Analysis of the Conditions Under Which Steady-State Buffer Inventory Models Are Applicable in a Two-Stage Service Operation With Varying Demand. In: National Decision Sciences Institute Conference, 1989, Las Vegas. Proceedings, National Decision Sciences Institute Conference, 1989.
DAVIS, M. M. ; NEVILS, B. . The Effect of Minimum Shift Constraints on Worker Productivity in a Fast Food Service Operation. In: Northeast Decision Sciences Institute Annual Meeting, 1988. Proceedings, Northeast Decision Sciences Institute Annual Meeting, 1989.
Marshall, P. W. ; DAVIS, MARK M. . Three Jays Corporation. Harvard Business Publishing, 2014 (Case).
DAVIS, M. M. . Death on the Highway: Quality Problems at Ford and Firestone 2003 (Case).
DAVIS, M. M. . BostonCoach 2001 (Case).
DAVIS, M. M. . Bruegger?s Bagel Bakery 2001 (Case).
DAVIS, M. M. . Why Can?t We Practice What We Preach? 'Decision Line, Vol. 24, No. 4' 1993 (Artigo).

Outras produções

DAVIS, M. M. . Fidelity Investments. 2005.

DAVIS, M. M. . Footjoy. 2001.

DAVIS, M. M. . An Economic Analysis of Alternative Tray Pack Sizes. 1990.

Prêmios

2015

Honorable Mention, 2014 Best Paper Award, Service Science.

2002

Best Paper Award, Northeast Decision Sciences Institute Innovative Education.

1998

Bentley College Scholar of the Year Award, Belntley College.

Histórico profissional

Endereço profissional

Bentley College. , Bentley University 312-AAC, 175 Forest Street, Waltham, MA, -, 024524705 - Waltham, - Estados Unidos, Telefone: (781) 8912739

Experiência profissional

1986 - Atual

Bentley College

Vínculo: , Enquadramento Funcional: Professor, Carga horária: 40, Regime: Dedicação exclusiva.

Outras informações:
Taught graduate and undergraduate courses in Operations. Management, Service Operations and Quality. Developed a one week graduate course entitled ?World Class Operations.? Member of the task force to design and develop a full time Information Age MBA Program. Director, MBA Service Management and Science Concentration, which was launched in Fall, 2009.

1985 - 1986

Northwestern University

Vínculo: Celetista, Enquadramento Funcional: Professor, Carga horária: 40, Regime: Dedicação exclusiva.

1972 - 1982

US Army Engineer Research and Development Center ?, US-Army ERDC

Vínculo: , Enquadramento Funcional: Programs manager, Carga horária: 40

Outras informações:
Operations Research/ Systems Analysis Office. Analysis Office. Responsible for the overall management and successful implementation of an R&D program with 14 individuals and an annual budget of $1.3 million. The program consisted of eight projects pertaining to the design and evaluation of military foodservice systems for all four branches of the military. Additional efforts include (1) preparation of budgets and technical plans, (2) forecasting manpower requirements, (3) insuring that established project milestones were met and (4) recruiting personnel.

1966 - 1971

General Eletric Company

Vínculo: Celetista, Enquadramento Funcional: Manufacturing Engineer, Carga horária: 40

Outras informações:
Coordinated the manufacturing and engineering functions for new products. This included tool and fixture design, line balancing,producibility studies, and shop floor layouts. Prepared manufacturing labor cost estimates and shop capacity requirements to support new products. Program consisted of six on-the-job assignments and related course work in the areas of manufacturing engineering, shop operations, production control and quality control at four locations. Supervisory experience included the scheduling and output of 38 individuals on a three-shift operation. Other experience included plant layouts, equipment purchase and installation, and training of personnel.

2013 - 2013

Al Akhawayn University

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught Executive MBA Class in Operations Management

2011 - 2011

Al Akhawayn University

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught Executive MBA Class in Operations Management.

2009 - 2009

Al Akhawayn University

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught Executive MBA Class in Operations Management

2003 - 0000

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Presented seminars in service operations management

2012 - 2012

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught a course in service operations management

2011 - 2011

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught Executive MBA Class in Operations Management

2010 - 2010

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught a course in service operations management.

2009 - 2009

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught a course in service operations management. Taught an MBA course in service operations management.

2008 - 2008

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught a course in service operations management.

2007 - 2007

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught an MBA course in service operations management

2006 - 2006

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught an MBA course in service operations management.

2005 - 2005

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught an MBA course in service operations management. Presented seminars in service operations management

2004 - 2004

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Presented seminars in service operations management

2002 - 2002

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Presented seminars in service operations management

2001 - 2001

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Presented seminars in service operations management

2000 - 2000

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Presented seminars in service operations management

1999 - 1999

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Presented seminars in service operations management

1998 - 1998

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Presented seminars in service operations management

1996 - 1996

École des Hautes Études Commerciales de Paris, HEC Paris

Vínculo: Professor Visitante, Enquadramento Funcional: Professor visitante

Outras informações:
Presented seminars in service operations management

2012 - 2012

Instituto de Empresa Business School

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught an MBA course in service operations management

2007 - 2007

Instituto de Empresa Business School

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught an MBA course in service operations management.

2004 - 2004

Instituto de Empresa Business School

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught a course in service operations management

2011 - 2011

University of Crete

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught a class on designing service delivery processes as part of a one week program focused on service oriented computing.

2010 - 2010

MDI, MDI, Índia

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

2007 - 2007

Macquarie University

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught an Executive MBA course in service operations management.

2001 - 2001

Macquarie University

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught an Executive MBA course in service operations management.

2006 - 2006

ESC Rouen

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught an undergraduate course on quantitative methods for service operations

1994 - 1994

Cornell University

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Taught courses in quantitative analysis and service operations management

1994 - 1994

Catalonian International College

Vínculo: Professor Visitante, Enquadramento Funcional: Professor visitante

Outras informações:
Taught final three weeks of introductory course in OM

1993 - 1993

Tallinn Tech and Tartu University

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Presented undergraduate lectures in OM,

1993 - 1993

Ateneo de Manila University

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Ateneo de Manila University.

1991 - 1991

South China University of Technology Guangzhou

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Presented a series of lectures to different service industry groups in Guangdong Province

1990 - 1990

Yunnan University Kumming

Vínculo: Professor Visitante, Enquadramento Funcional: Professor Visitante

Outras informações:
Presented a series of lectures on production and operations management to students, faculty and provincial officials.