Carlson School of Management

SusanĀ Goldstein

Goldstein,Susan Meyer

Associate Professor
Supply Chain & Operations
3-217 CarlSMgmt

Susan Meyer Goldstein is an associate professor of Operations Management. She earned her BS in Genetics and Cell Biology and MBA at the University of Minnesota and her PhD in Operations Management from The Ohio State University. Her research interests include service process design and management. Her teaching interests are in service management, operations strategy, and general operations management. She was awarded a Juran Scholar Award as well as a McKnight Foundation grant to support her research on service process variability. She is published in Journal of Operations Management, Production and Operations Management Journal, and Decision Sciences, among others.

Books Published and Book Chapters

Operations Management: Contemporary Concepts and Cases, 5th edition, R. Schroeder, S. Goldstein, and M. Rungtusanatham, (McGraw-Hill/Irwin, 2010).

Journal Articles

"Ten years after: Interference of hospital slack in process performance benefits of quality practices" Goldstein, SM and Iossifova, A. (2011) Journal of Operations Management, forthcoming.

"Explaining anomalous high performance in a health care supply chain," R. Shah, S.M. Goldstein, B.T. Unger, and T.D. Henry, Decision Sciences, 39(4), 759-789 (2008).

"The role of culture types as exogenous drivers of quality management practices: Infrastructure versus core quality practices," M. Naor, S.M> Goldstein, L. Linderman, and R. Schroeder, Decision Sciences, 39(4), 671-702 (2008).

"Applying the Collective Causal Mapping Methodology to Operations Management curriculum development," J.M. Hays, T. Bouzdine-Chameeva, S.M. Goldstein, A.V. Hill, and A.J. Scavarda, Decision Sciences Journal of Innovative Education, 5(2) (2008).

"A Methodology for Constructing Casual Maps," A. J. Scavarda, T. Bouzdine-Chameeva, S. M. Goldstein, J. M. Hays, and A. V. Hill, Decision Sciences (2006).

"Use of Structural Equation Modeling in Operations Management Research: Looking Back and Forward," R. Shah and S. M. Goldstein, Journal of Operations Mangement (2006).

"Linking Publicness to Operations Management Practices: A Study of Quality Management Practices in Hospitals," S. M. Goldstein and M. Naor, Journal of Operations Management (2005).

"The Role of Clinical and Process Quality in Achieving Patient Satisfaction in Hospitals," K. A. Marley, D. A. Collier, and S. M. Goldstein, Decision Science (2004).

"Employee Development: An Examination of Service Strategy in a High-Contact Service Environment," S. M. Goldstein, Production and Operations Management (2003).

"The Service Concept: The Missing Link in Service Design Research?" S. M. Goldstein, R. Johnston, J. Duffy, and J. Rao, Journal of Operations Management (2002).

"An Empirical Test of the Causal Relationships in the Baldrige Health Care Pilot Criteria," S. M. Meyer and D. A. Collier, Journal of Operations Management (2001).

This individual is not scheduled to teach in the last, current, or next term.

Scholarly and Professional Service

Associate editor, Journal of Operations Management

Associate editor, Decision Sciences Journal

Associate editor, Services Industry Journal

Editorial Board, Production and Operations Managment Journal

Current Research

Managing variability in high-contact services

Ranked # 11 (tied) among service operations researchers for individual author contributions in: A note on the growth of research in Service Operations Management, Production and Operations Management, Vol. 16 No. 6 (2007) based on papers published during 1990-2006 in Journal of Operations Management, Manufacturing and Service Operations Management, Production and Operations Management, Management Science, and Operations Research.

Finalist, Decision Sciences Best Article Award for 2008

Best empirical paper, Decision Sciences Journal of Innovative Education, 2007-8

Juran Scholar Award, Joseph M. Juran Center for Leadersip in Quality, University of Minnesota, 2005

Medical Industry Leadership Institute Interdisciplinary Grant Award, Principle Investigator

McKnight Foundation Grant, 2006

Best Paper Award, Literati Club, 1999

American Society for Quality Research Fellowship

Research Fellow - The Ohio State University Center for Operational Excellence

Additional Links


PhD, 1998
Operations Management
The Ohio State University

MBA, 1992
Operations Management
University of Minnesota

BS, 1988
Genetics and Cell Biology
University of Minnesota


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