| Service operations: what’s next? JM Field, L Victorino, RW Buell, MJ Dixon, S Meyer Goldstein, LJ Menor, ... Journal of Service Management 29 (1), 55-97, 2018 | 140 | 2018 |
| An agency perspective on service triads: Linking operational and financial performance JJ Zhang, B Lawrence, CK Anderson Journal of Operations Management 35, 56-66, 2015 | 122 | 2015 |
| Exploring resource efficiency benchmarks for environmental sustainability in hotels JJ Zhang, NR Joglekar, R Verma Cornell Hospitality Quarterly 53 (3), 229-241, 2012 | 91 | 2012 |
| Pushing the frontier of sustainable service operations management: Evidence from US hospitality industry JJ Zhang, N Joglekar, R Verma Journal of Service Management 23 (3), 377-399, 2012 | 88 | 2012 |
| Service system transformation through service design: Linking analytical dimensions and service design approaches K Koskela-Huotari, L Patrício, J Zhang, IO Karpen, D Sangiorgi, ... Journal of Business Research 136, 343-355, 2021 | 84 | 2021 |
| Visioning a hospitality-oriented patient experience (HOPE) framework in health care P Hunter-Jones, N Line, JJ Zhang, EC Malthouse, L Witell, B Hollis Journal of Service Management 31 (5), 869-888, 2020 | 55 | 2020 |
| Service operations: what have we learned? L Victorino, JM Field, RW Buell, MJ Dixon, S Meyer Goldstein, LJ Menor, ... Journal of Service Management 29 (1), 39-54, 2018 | 54 | 2018 |
| Eco-efficiency of service co-production: connecting eco-certifications and resource efficiency in US hotels JJ Zhang, N Joglekar, J Heineke, R Verma Cornell Hospitality Quarterly 55 (3), 252-264, 2014 | 54 | 2014 |
| A framework for sustainable service system configuration: Exploring value paradoxes with examples from the hospitality industry ACR Van Riel, JJ Zhang, LP McGinnis, MG Nejad, M Bujisic, PA Phillips Journal of Service Management 30 (3), 349-368, 2019 | 48 | 2019 |
| A life-cycle perspective of professionalism in services B Lawrence, JJ Zhang, J Heineke Journal of Operations Management 42, 25-38, 2016 | 43 | 2016 |
| Developing measures for environmental sustainability in hotels: An exploratory study JJ Zhang, N Joglekar, R Verma | 33 | 2010 |
| Return on investments in hotel franchising: understanding moderating effects of franchisee dependence B Lawrence, JJ Zhang, L Hsu, S Zheng Production and Operations Management 30 (8), 2420-2440, 2021 | 30 | 2021 |
| Signaling eco-certification: Implications for service coproduction and resource efficiency J J. Zhang, N Joglekar, R Verma Journal of Service Management 25 (4), 494-511, 2014 | 28 | 2014 |
| What matters most to your guests: An exploratory study of online reviews JJ Zhang, R Verma | 20 | 2017 |
| Facing disruption: Learning from the healthcare supply chain responses in British Columbia during the COVID-19 pandemic J Zhang, C Mitchell, A Kushniruk, A Guitouni Healthcare Management Forum 35 (2), 80-85, 2022 | 16 | 2022 |
| The moderating role of hotel type on advertising expenditure returns in franchised chains L Hsu, JJ Zhang, B Lawrence Journal of Advertising 49 (5), 575-591, 2020 | 13 | 2020 |
| Can service coproduction factors enhance learning-by-doing simultaneously? Evidence from the US hotel industry JJ Zhang, N Joglekar Service Science 8 (2), 218-233, 2016 | 12 | 2016 |
| Decay and recovery of CSR routines in franchise organizations B Lawrence, B Massimino, JJ Zhang Journal of Business Ethics 193 (3), 589-610, 2024 | 8 | 2024 |
| Exploring the relationship between eco-certifications and resource efficiency in US hotels JJ Zhang, N Joglekar, R Verma, J Heineke | 7 | 2014 |
| Actor engagement in franchising: A social exchange perspective on CSR performance B Massimino, JJ Zhang, B Lawrence Industrial Marketing Management 124, 40-56, 2025 | 1 | 2025 |
Rohit VermaDean and USC Educational Foundation Distinguished Professor, Darla Moore School of BusinessVerified email at cornell.edu
