Gregory R. Heim

Janet and Mark H. Ely `83 Professor
Full Professor of Information and Operations Management
Department Editor, Technology Management, Journal of Operations Management

Biography

Dr. Gregory R. Heim is the Janet and Mark H. Ely `83 Professor in the Department of Information & Operations Management of Mays Business School at Texas A&M University. He holds an A.B. in economics from The University of Chicago and a business administration Ph.D. in operations and management science from the Carlson School of Management, University of Minnesota.

Dr. Heim’s research interests include topics in service operations, e-service operations, management of technology, quality management, mass customization, and retail supply chain management. His research usually involves empirical econometrics and data analytics methods. A focus of his research program concerns how technology supports operations management and supply chain management. Recently, he has focused on research interests in healthcare operations management and financial reimbursement processes.

Dr. Heim serves as Department Editor for the Technology Management area of Journal of Operations Management.  He is on the Editorial Review Board of Journal of Service Research. His articles appear in Decision Sciences, Information Systems Research, Journal of Management Information Systems,  Journal of Operations Management, Journal of Service Research, Manufacturing & Service Operations Management, Production and Operations Management, and other journals.

He is a 2021 Distinguished Teaching Award recipient. From 2012 to 2021, Dr. Heim served on the Faculty Senate of Texas A&M University. From 2013-2017, he chaired the Faculty Senate’s Budget Information Committee, charged with examining financial planning processes of the University and with studying Texas budget policies and legislation affecting University budgets.

Prior to his academic career, he was an econometric consultant and worked on engagements for the United States Postal Service, the City of Chicago, and other clients.

Research Interests

Econometrics (applied), data analytics, service operations, e-service operations, operations strategy, management of technology, quality management, mass customization, retail supply chain management, customer returns analysis, RFID, healthcare.

Research

Title Year Type

Seeing the forest for the trees: Institutional environment impacts on reimbursement processes and healthcare operations.

Journal of Operations Management

2016 Article

Impact of Cyberattacks by Malicious Hackers on the Competition in Software Markets

Journal of Management Information Systems

2020 Article

Outpatient Appointment Block Scheduling Under Patient Heterogeneity and Patient No-Shows

Production and Operations Management

2017 Article

Understanding Physicians’ Online-Offline Behavior Dynamics: An Empirical Study

Information Systems Research

2020 Article

Encounter Satisfaction in E-tailing: Are the Relationships of Order Fulfillment Service Quality with its Antecedents and Consequences Moderated by Historical Satisfaction?

Decision Sciences

2014 Article

Hospital Complexity Impacts on Patient-Level Experiential Quality: Mitigating Roles of Information Technology

Decision Sciences

2019 Article

Assessing Impacts of Store and Salesperson Dimensions of Retail Service Quality on Consumer Returns

Production and Operations Management

2020 Article

Collaborative Product Development: The Effect of Project Complexity on the Use of Information Technology Tools and New Product Development Practices

Production and Operations Management

2014 Article

Assessing Impacts of Store and Salesperson Dimensions of Retail Service Quality on Consumer Returns

Production and Operations Management

2019 Article

Hospital Complexity Impacts on Patient-Level Experiential Quality: Mitigating Roles of Information Technology

Decision Sciences

2020 Article