Headshot of Jeff Smith

Jeff Smith


Area: Supply Chain Management and Analytics

  • Snead Hall
  • 301 W. Main Street
  • Box 844000
  • Richmond, VA, 23284-4000
  • Office: 4155


  • PhD, University of South Carolina, 2007.
  • MBA, University of Southern Indiana, 2000.
  • BS, University of Evansville, 1995.


  • Healthcare Operations
  • Process Analysis
  • Service Failure & Recov


  • Operations Management,
    Supply Chain Management
  • Service Recovery,
    Service Quality,
    Process Management,


Published Intellectual Contributions
Journal Article
  • Shockley, J., Merrick, J. R., Liu, X., Smith, J. (2023). How much do customer ordering practices drive medical supplies distribution (in)efficiency for primary care markets?. (12 ed., vol. 32, pp.3908-3930). Production and Operations Management. DOI: 10.1111/poms.14068
  • Liu, X., Kou, Y., Shockley, J., Smith, J. (2023). How does supplier CSR performance help to expand exchange relationships with major buyers? The moderating role of supply-side and demand-driven uncertainty. (3 ed., vol. 54, pp.334-357). Decision Sciences. DOI: https://doi.org/10.1111/deci.12551
  • Smith, J., Shockley, J., Anderson, S., Liu, X. (2022). Tension in the Emergency Department? The Impact of Flow Stage Times on Managing Patient-Reported Experiences and Financial Productivity. (3 ed., vol. 53, pp.514-556). Decision Sciences. DOI: http://dx.doi.org/10.1111/deci.12503
  • Santeen, S., Smith, J., Shockley, J., Cyrus, J. W., Lomis, K. D., Pusic, M., Mejicano, G. C., Lawson, L., Allen, B. L., Skochelak, S. E. (2022). Social Network Analysis of Publication Collaboration of Accelerating Change in MedEd Consortium. (3 ed., vol. 44, pp.276-286). Medical Teacher. DOI: https://doi.org/10.1080/0142159X.2021.1985096
  • Cook, K. A., Huston, G. R., Kinney, M. R., Smith, J. S. (2020). Just How Much Does the Tail Wag the Dog? Altering Inventory to Manage Earnings. (1 ed., vol. 52, pp.216-261). Decision Sciences. DOI: https://doi.org/10.1111/deci.12425
  • Wolter, J. S., Bock, D., Mackey, J., Xua, P., Smith, J. S. (2019). Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions. (vol. 47, pp.815-836). Journal of the Academy of Marketing Science. DOI: https://doi.org/10.1007/s11747-019-00655-9
  • Wolter, J., Bacile, T., Smith, J. (in press). The Entitlement/Forgiveness Conflict of Self-Relevant and Self-Neutral Relationships During Service Failure and Recovery. (vol. 104, pp.233-246). Journal of Business Research. DOI: https://doi.org/10.1016/j.jbusres.2019.07.008
  • Smith, J. S., Anderson, S. T., Fox, G. (2017). A Quality Systems Impact on the Service Experience. (12 ed., vol. 37, pp.1817-1839). International Journal of Operations & Production Management.
  • Anderson, S., Smith, J. S. (in press). Understanding Hospital Quality: The Case of Cumulative and Balanced Quality. (3-4 ed., vol. 38, pp.182-200). Service Industries Journal. DOI: https://doi.org/10.1080/02642069.2017.1387247
  • Cronin, J. J., Smith, J. S., Gleim, M. R., Ramirez, E., Martinez, J. D. (2011). Green marketing strategies: an examination of stakeholders and the opportunities they present. (1 ed., vol. 39, pp.158–174). Journal of the Academy of Marketing Science.
  • Smith, J. S., Fox, G. L., Ramirez, E. (2010). An integrated perspective of service recovery: A sociotechnical systems approach. Journal of Service Research.
  • Smith, J. S., Karwan, K. R., Markland, R. E. (2009). An Empirical Examination of the Structural Dimensions of the Service Recovery System. (1 ed., vol. 40, pp.165-186). Decision Sciences.
  • Lee, L., Fiedler, K., Smith, J. S. (2008). Radio Frequency Identification (RFID) Implementation in the Service Sector: A Customer-Focused Diffusion Model. (2 ed., vol. 112, pp.287-300). International Journal of Production Economics.
  • Smith, J. S., Karwan, K. R., Markland, R. E. (2007). A Note on the Growth of Research in Service Operations Management. (6 ed., vol. 16, pp.780-790). Production & Operations Management.