Scott E. Sampson

James M. Passey Professor of Business Management
Business Management, Department of


Office: 664 TNRB
Phone: (801) 422-9226
Email: ses3@sm.byu.edu
Home Page: services.byu.edu
Expertise:
  • Operations management
  • Service quality
  • Services management
Research:
  • services scheduling
  • services management
  • service quality modeling
  • technology in service
Education:
  • PhD, Operations Management, University of Virginia, 1993
  • MBA, General Management, University of Virginia, 1991
  • BA, Human Resource Development, Brigham Young University, 1988
Group Affiliations:
  • Operations - Primary
  • Entrepreneurship - Secondary
Selected Publications:
  • "Optimization of Vacation Timeshare Scheduling," Operations Research Volume 56, Issue 2, Pages 1079-1088, INFORMS, Hanover, MD, October, 2008    V I E W   A B S T R A C T
  • "Customer Roles in Service Supply Chains," Proceedings of the Decision Sciences Institute Annual Meeting DSI, Atlanta, November, 2007    
  • "Why We Need an Operations Service Paradigm," Proceedings of the POMS College of Service Operations POMS, Maryland, July, 2007    
  • "A Customer-Supplier Paradigm for Service Science," Proceedings of the DSI Services Science miniconference Decision Sciences Institute, Atlanta, May, 2007    
  • "A Video Method for Empirically Studying Wait-Perception Bias," Journal of Operations Management Volume 25, Issue 5, Pages 1055-1066, Elsevier, New York, August, 2007    V I E W   A B S T R A C T
  • "Paradigms for the Study of Services," Proceedings of the 9th International Research Seminar in Service Management Volume 9, Issue 1, May, 2006    
  • "The Destabilizing Impact of Reduced Transaction Costs on Economic Activity," European Journal of Management and Public Policy Volume 3, Issue 2, Pages 35-55, European Centre for, Geneva, 2006    V I E W   A B S T R A C T
  • "Optimization of Volunteer Labor Assignments," Journal of Operations Management Volume 24, Issue 4, Pages 363-377, Elsiver, New York, July, 2006    V I E W   A B S T R A C T
  • "Theoretical and Practical Foundations of the Unified Services Theory," Proceedings of the Decision Sciences Institute Annual Meeting Pages 14681-14686, Decision Sciences Institute, Atlanta, November, 2005    
  • "Exploring a Hybrid Optimization Strategy," Proceedings of the Decision Sciences Institute Volume 2004, Issue 1, Pages 7181-7196, Decision Sciences Institute, Athens, Georgia, November, 2004    V I E W   A B S T R A C T
  • "Practical Implications of Preference-Based Conference Scheduling," Production and Operations Management Volume 13, Issue 3, Pages 205-215, Production and Operations Management Society, Baltimore, October, 2004    V I E W   A B S T R A C T
  • "Objective Function Specification in a Scheduling Optimization Problem," Proceedings of the Decision Sciences Institute Pages 288.1-288.6, November, 2003    V I E W   A B S T R A C T
  • "DSI 2001 Preference-Based Scheduling Part II: Session Composition and Timetabling," Proceedings of the Decisions Science Institute Annual Meeting Volume 2002, November, 2002    V I E W   A B S T R A C T
  • "DSI 2001 Preference-Based Scheduling Part I: PCBS Introduction and Data Collection," Proceedings of the Decisions Science Institute Annual Meeting Volume 2002, November, 2002    V I E W   A B S T R A C T
  • "Modeling Price and Quality Effects of e-Commerce," Proceedings of the Decisions Science Institute Annual Meeting Volume 2002, November, 2002    V I E W   A B S T R A C T
  • "Pressures and Opportunities in New Service Development," Journal of Operations Management Volume 20, Pages 135-157, April, 2002    V I E W   A B S T R A C T
  • "The Use of Decision Technology in Conference Planning," Decision Line Volume 32, Issue 3, Pages 31-32, May, 2001    
  • "Understanding Service Businesses: Applying Principles of the Unified Services Theory," Edition Second, John Wiley & Sons, New York, August, 2001    
  • "Frictionless Hypothesis of Internet-based Services," Proceedings of the 2001 Decision Sciences annual meeting November, 2001    V I E W   A B S T R A C T
  • "Improving Conference Service Levels With Scheduling Technology," Proceedings of the 2001 Decision Sciences annual meeting November, 2001    V I E W   A B S T R A C T
  • "The Impact of Customer Contact on Environmental Initiatives for Services Firms," International Journal of Operations and Production Management Volume 20, Pages 187-203, 2000    
  • "Customer-Supplier Duality and Bidirectional Supply Chains in Service Organizations," International Journal of Service Industry Management Volume 11, Pages 348-364, 2000    
  • "The Importance-Performance Response Function: Observations and Implications," The Service Industries Journal 1999    
  • "Axiomatic Justification for a Geometric Quality Aggregation Function," Decision Sciences 1999    
  • "An Empirically Defined Framework for Designing Customer Feedback Systems," Quality Management Journal 1999    
  • "Gathering Customer Feedback via the Internet: Instruments and Prospects," Industrial Management & Data Systems Volume 98, Issue 2, Pages 71-82, January, 1998    
  • "Ramification of Monitoring Service Quality Through Passively Solicited Customer Feedback," Volume 27, Issue 4, January, 1996    V I E W   A B S T R A C T
  • "Increasing Participant Satisfaction in Conference and Educational Scheduling," Management Science 1995    
Experience:
   Teaching
  • Professor, Brigham Young University, 2007
  • Associate Professor, Brigham Young University, 2001-2007
  • Assistant Professor, Brigham Young University, 1996-2001
  • Assistant Professor, Florida State University, 1993-1996
   Professional
  • Consultant and Corporate Trainer, Infomax Computers
  • Account Manager and Trainer, Tek/Link Training Company
  • Regional Product Rep, NetLine, Inc.
Awards:
  • Faculty Award for Academic Excellence, University of Virginia
  • Darden Research Incentive Award
  • Marriott School Research Award , BYU , 2008
  • Best Research Paper Award , POMS College of Service Operations , 2007
  • IBM Best Paper Award , Production and Operations Management Society CSO and IBM , 2006
  • First Place - Case Competition , Institute for Operations Research and Management Science , 2005
  • 2004 IBM Faculty Award , IBM , 2004
  • 2003 Best Applied Research Paper Award , Decision Sciences Institute , 2003
  • Best Applied Research Paper Award , Decision Sciences Institute , 2002
  • Alpha Iota Delta honorary member , Decision Sciences Institute honor society , 2001
  • Outstanding Researcher Award , Business Management Department , 2000
  • Finalist, Best Empirical/Theoretical Paper , Decision Science Institute , 1996
  • Wachovia Award for Research , University of Virginia , 1996
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