Discipline Director • Associate Professor
Business Analytics

BUSB 5211

Education

PhD Business Operations Management, University of Southern California

MS Information Systems, University of Colorado Denver

BSN Nursing, Pacific Lutheran University

Areas of expertise

Service Operations

Healthcare Operations

Service Quality

Publications and presentations

Youngdahl, W., Kellogg, D., Nie, W. “Revisiting Customer Participation in Service Encounters: Does Culture Matter?” Journal of Operations Management, January 2003 pp. 109-120

Kellogg, D.L., “A Customer Contact Model: An Extension,” International Journal of Service Industries Management, Vol. 11, No. 1, 2000, pp. 26-44.

Nie, W. and Kellogg D.L., “How Professors of Operations Management View Service Operations,” Production and Operations Management, Fall 1999, pp. 339-335

Kellogg, D.L., Youngdahl, W.E., and Bowen, D.E., “On the Relationship between Customer Participation & Satisfaction: Two Frameworks,” International Journal of Service Industries Management, 1997, pp. 206-219. (Invited/Referred)

Youngdahl, W.E. and Kellogg, D.L., “The Relationship Between Service Customers’ Quality Assurance Behaviors, Satisfaction, and Effort: A Cost of Quality Perspective,” Journal of Operations Management, 15, 1997, 19-32.

Kellogg, D and Chase R., “Constructing an Empirically Derived Measure for Customer Contact,” forthcoming, Management Science, 41:11, November, 1995 1734-1749.

Kellogg, D.L. and Nie, W., “A Framework for Strategic Service Management,” Journal of Operations Management, 13, 1995, 323-337.

Youngdahl, W. and Kellogg, D. “Customer Costs of Service Quality: A Critical Incident Study,” Service Marketing and Management Effectiveness, 3, 1994, 149-173.

Youngdahl, W.E., Kellogg, D.L., and Bowen, D.E., “Customer Costs of Service Quality: Toward Conceptualizing the Service Customer’s Value Chain,” in Advancing Service Quality: A Global Perspective, eds. Edvardsson, B., Brown S.W., Johnston, R., and Scheuing E.E., International Service Quality Association Inc./Business Research Institute, Jamaica, New York, 1996, pp. 121-130 (Invited).

Chase, R. and Kellogg, D., “The State of Service Management Knowledge,” in Service Management Effectiveness: An Interdisciplinary Approach, Josey Bass, 1990 (Invited).