Faculty Directory
Joy M. Field
Associate Professor
Joy M. Field
Contact
Fulton Hall 346
Telephone: 617-552-0442
Email: joy.field@bc.edu
Education
- B.S., University of Minnesota
- M.B.A., University of Minnesota
- M.S., University of Minnesota
- Ph.D., University of Minnesota
Expertise
- Supply Chain Management and Design
- Service and Healthcare Operations Management
Department
Selected Publications
“Designing Service Processes to Unlock Value.” 3rd edition. Published by Business Expert Press. 2020.
“The Influence of Pandemic-Related Workplace Safety Practices on Frontline Service Employee Wellbeing Outcomes.” (With Mahesh Subramony, Maria Golubovskaya, Byron Keating, David Solnet, and Melissa Witheriff.) Journal of Business Research, 149, 363-374. October, 2022.
“Service Research Priorities: Designing Sustainable Service Ecosystems.” (With Darima Fotheringham, Mahesh Subramony, Anders Gustafsson, Amy Ostrom, Kay Lemon, Ming-Hui Huang, and Janet McColl-Kennedy.) Journal of Service Research, 24 (4), 462-479. September, 2021.
“Service Research Priorities: Managing and Delivering Service in Turbulent Times.” (With Amy Ostrom, Kay Lemon, Anders Gustafsson, Ming-Hui Huang, Janet McColl-Kennedy, Mahesh Subramony, and Darima Fotheringham.) Journal of Service Research, 24 (3), 329-353. July, 2021.
“Service Operations: What Have We Learned?” (With Liana Victorino, Ryan Buell, Michael Dixon, Susan Goldstein, Larry Menor, Madeleine Pullman, Aleda Roth, Enrico Secchi, and Jie Zhang.) Journal of Service Management, 29 (1), 39-54. January, 2018.
“Service Operations: What’s Next?” (With Liana Victorino, Ryan Buell, Michael Dixon, Susan Goldstein, Larry Menor, Madeleine Pullman, Aleda Roth, Enrico Secchi, and Jie Zhang.) Journal of Service Management, 29 (1), 55-97. February, 2018.
“Using Digital Service Inventories to Create Customer Value.” (With Mark Davis and Euthemia Stavrulaki.) Service Science, 7 (2), 83-99. June, 2015. Honorable Mention for the Service Science 2015 Best Article Award.
“Learning by Customers as Co-producers in Financial Services: An Empirical Study of the Effects of Learning Channels and Customer Characteristics.” (With Mei Xue and Lorin Hitt.) Operations Management Research, 5 (1-2), 43-56. June, 2012.
“Service Co-production with Information Stickiness and Incomplete Contracts: Implications for Consulting Services Design.” (With Mei Xue.) Production and Operations Management, 17 (3), 357-372. May-June, 2008. Winner of the Production and Operations Management Society 2011 Most Influential Service Operations Paper Award.
“Sourcing Practices and Boundaries of the Firm in the Financial Services Industry.” (With M. Hossein Safizadeh and Larry Ritzman.) Strategic Management Journal, 29 (1), 79-91. January, 2008.
- “Process Drivers of E-Service Quality: Analysis of Data from an Online Rating Site.” (With Gregory Heim.) Journal of Operations Management, 25 (5), 962-984. August, 2007.