RESILIENT NETWORKS
POMS International Conference 2022 Budapest

Guangzhi Shang

Florida State University, USA

Guangzhi Shang is Jim Moran Associate Professor of Operations Management in the Department of Business Analytics, Information Systems, and Supply Chain at Florida State University. His research has been published in Production and Operations Management (POM), Journal of Operations Management (JOM), and Decision Sciences (DS), among others, and recognized by best paper awards at POM, JOM, and POM Society’s College of Operational Excellence. He serves as the co-Department-Editor for the Empirical Research Methods Department at JOM and for the Retail Operations Department at DS. His review service is recognized by the 2019 outstanding reviewer award of DS and the 2018 best reviewer award of the Journal of Operations Management. He was also nominated for the best reviewer for POM and best associate editor for JOM. He co-produces a column together with Mike Galbreth and Mark Ferguson 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’s current research has three primary themes: consumer returns management, service labor issues, and management of innovative technologies. He investigates the first 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 second, 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. For the third, he looks into emerging fintech such as cryptocurrency and crowdfunding platforms. He enjoys doing practice-driven research. He is a frequent invited speaker at leading industry conferences such as the annual Consumer Returns conference.