Susan Goldstein

Associate Professor
Supply Chain & Operations


  • PhD 1998
    Operations Management The Ohio State University

  • BS 1988
    Genetics and Cell Biology University of Minnesota

  • MBA 1992
    Operations Management University of Minnesota


  • Quality management in health care
  • Service process management
  • Operations strategy

Susan Meyer Goldstein is an associate professor of Supply Chain and Operations. 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, management, and improvement. 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.

Selected Works

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

Current Activities

Current Research

  • Managing variability in high-contact services

Editorial Appointments

  • Associate editor, Services Industry Journal
  • Editorial Board, Production and Operations Managment Journal
  • Associate editor, Journal of Operations Management
  • Associate editor, Decision Sciences Journal

Honors and Awards

  • 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.
  • Research Fellow - The Ohio State University Center for Operational Excellence
  • 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
  • American Society for Quality Research Fellowship
  • Best Paper Award, Literati Club, 1999

Research Grants

  • McKnight Foundation Grant, 2006
  • Medical Industry Leadership Institute Interdisciplinary Grant Award, Principle Investigator
3-217 CarlSMgmt

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