Research

Publications

Kong, L., Hu, K., Verma, R. (2022) Standardization or Customization? Impact of Nursing Home Chain Strategies on Operational Outcomes. Manufacturing & Service Operations Management. Articles In Advance.

Kong,L., Sadatsafavi, H., Verma, R. (2021) Effective Service Operations Management: Aligning Priorities in Healthcare Operations with Customer Preferences (Book Chapter). Handbook of Service Management. Forthcoming.

Kong, L., Hu, K., & Walsman, M. (2021). Caring for an Aging Population in a Post-Pandemic World: Emerging Trends in the US Older Adult Care Industry. Service Science. 13(4):258-274.

Aksoy, L.,Alkire, L., Kandampully, J., Kemppainen, L., Kong, L., and McClelland, L. (2020). The Role of Service Firms in Societal Health: The Case for Symbiotic Value. Journal of Service Management, 31(5), 1041-1058

Kong, L., Sadatsafavi, H., & Verma, R. (2019). Usage and Impact of Information and Communication Technologies in Healthcare Delivery. Service Science, 11(3).

King, C., Murillo, E., Wei, W., Madera, J., Tews, M. J., Israeli, A. A., & Kong, L. (2019). Towards a shared understanding of the service experience–a hospitality stakeholder approach. Journal of Service Management, 30(3), 410-428.

Kong, L., Lin Z., & Verma, R. (2017). Operations Management in Hospitality. In The Routledge Companion to Production and Operations Management. Starr, Martin K., and Sushil K. Gupta, eds. Taylor & Francis, 2017. (Book Chapter)

Work in Progress

Mining the Impacts of Algorithmic Biases on the Security and Privacy of Electronic Medical Records (With Moez Farokhnia Hamedani & He Zhang). Preparing for submission to Management Science.

Natural Language Processing in Operations Management: A Systematic Literature Review (With Jiuke Huang & Kejia Hu). Preparing for submission to Journal of Operations Management.

Who Should I Listen To? The Impact of Mixed Messaging on Patient Engagement during the Covid-19 Pandemic (With Kell Cameron & Deepti Singh). Preparing for submission to Production and Operations Management.

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