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Guangzhi Shang
Assistant Professor of Business Analytics and Dean’s Emerging Scholar


354 RBB

Operations Management


Ph.D., Operations Management, University of South Carolina, 2014
BBA, Supply Chain Management, The Hong Kong Polytechnic University, 2010


Retail Management
Service Labor Issues


Guangzhi Shang’s current research has two primary themes: consumer returns management and service labor issues. He investigates former from a variety of angles, including how a retailer should set its optimal return policy, how an OEM or a retailer could better forecast the quantity of returns, and how a retailer could assess the value of its return policy. For the latter, he focuses on the context of live-chat contact centers. Research questions include the impact of customer’s waiting experience on the progress of a chat session, agent’s ability to learn from their past experiences, and the customer-agent matching problem.

Apart from these two themes, his on-going research also covers the cutting edge topics including the blockchain technology such as Bitcoin, the crowdsourcing platforms such as Kickstarter, new revenue management technologies such as the standby upgrade, and sports analytics such as using options to ration the short-in-supply college football playoff game tickets.

Guangzhi’s research has been published in leading academic journals such as Production and Operations Management, Journal of Operations Management, and Decision Sciences. His research titled “How Much Do Online Consumers Really Value Free Returns?” is the finalist for the 2018 Journal of Operations Management best paper award. His review contribution to the academic community is also recognized by the 2018 best reviewer award of the Journal of Operations Management and the nomination of the 2017 best reviewer award of the Production and Operations Management Journal.

Guangzhi enjoys doing practice-driven research. He is a frequent invited speaker at leading industry conferences such as the annual Consumer Returns conference. He also co-produces a column in the Reverse Logistics Magazine named “View from Academia”, aimed at disseminating fresh-off-the-press academic knowledge among industry professionals dealing with consumer returns.

Guangzhi Shang - Vita (PDF)

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Shang, G., Ferguson, M.E., and Galbreth, M.R. (2018) Where Should I Focus My Return Reduction Efforts? Data-Driven Guidance for Retailers. Decision Sciences, Forthcoming.

Lu, G. and Shang, G. (2017) Impact of Supply Base Structural Complexity on Financial Performance: Roles of Visible and Not-So-Visible Characteristics. Journal of Operations Management, 53-56.

Shang, G., Pekgun, P., Ferguson, M.E., and Galbreth M.R. (2017) How Much Do Online Consumers Really Value Free Returns? Journal of Operations Management, 53-56.

Shang, G., Ghosh, B.P., and Galbreth, M.R. (2017) Optimal Retail Return Policies with Consumer Opportunism. Production and Operations Management, 26(7).

Malhotra, M.K., Ahire, S.L., and Shang, G. (2017) Mitigating the Impact of Functional Dominance in Cross-Functional Process Improvement Teams. Decision Sciences, 48(1).

Saladin, B.A., Shang, G., Fry, T.D., and Donohue, J.M. (2015) Research Constituents and Authorship Patterns in the Production and Operations Management Journal. Production and Operations Management, 24(4).

Malhotra, M.K., Singhal, C., Shang, G., and Ployhart, R.E. (2014) A Critical Evaluation of Alternative Methods and Paradigms for Conducting Mediation Analysis in Operations Management Research. Journal of Operations Management, 32(4).

Ghosh, B.P., Galbreth, M.R., and Shang, G. (2013) The Competitive Impact of Targeted Television Advertisements Using DVR Technology. Decision Sciences, 44(5).




Best Paper award finalist, Journal of Operations Management, 2018

Best Reviewer Award, Journal of Operations Management, 2018

Moore School Ph.D. Student of the Year, University of South Carolina, 2014



Guangzhi is a native of Ningbo, China. He obtained his early education in Chinese mainland and went to college in Hong Kong. He speaks Mandarin and Cantonese. He enjoys snowboarding and table tennis. He is also a travel enthusiast.


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