Ph.D., Operations Management, University of South Carolina (2014)
BBA, Supply Chain Management, The Hong Kong Polytechnic University (2010)
Labor Issues in Services
Dr. Guangzhi Shang is the Jim Moran Associate Professor of Business Administration in the Department of Business Analytics, Information Systems and Supply Chain at Florida State University’s College of Business. His current research has two primary themes: consumer returns management and service labor issues. He investigates consumer returns management 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 his service labor issues research, 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.
In addition to these two themes, his ongoing research covers cutting-edge topics, including blockchain technology, such as Bitcoin; crowdsourcing platforms, such as Kickstarter; new revenue management technologies, such as 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 has been a finalist in the best service operations papers published during 2017 and 2018 in Production and Operations Management, the 2018 Jack Meredith Best Paper Award of Journal of Operations Management and the 2020 Production and Operations Management Society Operational Excellence Best Paper Award.
He is a department editor for the Journal of Operations Management (Empirical Research Methods Department) and Decision Sciences (Retail Operations Department). His review contribution to the academic community was recognized with a 2018 Best Reviewer Award from the Journal of Operations Management, a nomination of the 2017 Rest Reviewer Award of Production and Operations Management and the 2019 Outstanding Reviewer Award of Decision Sciences.
Guangzhi enjoys conducting practice-driven research. He is frequently invited to speaker at leading industry conferences, such as the annual Consumer Returns Conference. He also co-produces a column, View from Academia, in the Reverse Logistics Magazine, aimed at disseminating fresh-off-the-press academic knowledge among industry professionals dealing with consumer returns.
Guangzhi received his bachelor’s degree in supply chain management from The Hong Kong Polytechnic University and his Ph.D. in operations management from the University of South Carolina.
Ilk, N., Shang, G., Fan, S., and Zhao, L. J. (2020) Stability of Transaction Fees in Bitcoin: A Supply and Demand Perspective. MIS Quarterly, forthcoming.
Ilk, N., Shang, G., and Goes, P. (2020) Improving Customer Routing in Contact Centers: An Automated Triage Design based on Text Analytics. Journal of Operations Management, 66(5).
Shang, G., McKie, E.C., Ferguson, M.E., and Galbreth M.R. (2020) Using Transactions Data to Improve Consumer Returns Forecasting. Journal of Operations Management, 66(3).
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, College of Operational Excellence of Production and Operations Management Society (2020)
- Outstanding Reviewer Award, Decision Sciences (2019)
- Best Service Operations Paper award finalist, Production and Operations Management (2019)
- 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)