• Dr. Eric P. Jack is the Wells Fargo Endowed Chair in Business Administration, Professor of Management, and Dean of the Collat School of Business at UAB. He has a BS in industrial engineering from Georgia Tech, an MBA from Wright State University and a PhD in operations management from the University of Cincinnati. Before beginning his academic career, Jack served for 21 years as a US Air Force officer where his responsibilities involved facilities planning, design, construction, and maintenance. He is a member of Leadership Alabama Class XXVIII, Leadership Birmingham Class of 2014, and serves on the boards of Rotary Club of Birmingham (Past President), The Innovation Depot, Founders Advisors LLC, Malcovery Security LLC, the Birmingham Committee on Foreign Relations, United Way of Central Alabama and the Southern Business Administration Association. A naturalized US citizen, Jack was born on the island of Trinidad and Tobago. He is married to his engineering classmate, Ave Parker Jack from Augusta, Georgia.
  • Selected Publications

    Academic Article

    Year Title Altmetric
    2023 Complementary and Substitutive Roles of Information Technology in the Relationship between Project Characteristics and Knowledge Integration in Software TeamsJournal of Information Systems Management.  40:47-69. 2023
    2020 Concrescent Conversation Environment, Psychological Safety, and Team Effectiveness: Examining a Mediation Model 2020
    2019 Is Store or Service Satisfaction More Important to Customer Loyalty?Marketing Management2019
    2019 Is Store or Service Satisfaction More Important to Customer Loyalty?Marketing Management.  29:16-30. 2019
    2018 Price and quality value influences on discount retail customer satisfaction and loyalty 2018
    2015 Understanding the causes of retail product returnsInternational Journal of Retail and Distribution Management.  43:1182-1202. 2015
    2015 Managing strategic supplier relationships: Antecedents and outcomesJournal of Business and Industrial Marketing.  30:129-138. 2015
    2015 Keeping Biases in Check: Critical thinking helps achieve consensus 2015
    2015 Mass Customization Reconsidered: Are today?s groundbreaking technologies now making it possible? 2015
    2015 Reshaping an Industry: Tectonic shifts in supply chain and operations management 2015
    2015 Systematic Advancement for Tough Problems: Identifying and applying the right process improvement methods 2015
    2015 The Fifth Element: Are upgraded skills the latest defense against your competition? 2015
    2014 A Philosophy of Successful Solutions: Creating a culture of performance 2014
    2014 Consideration and Compromise: The importance of achieving consensus 2014
    2014 Diminishing Returns: Find the value in your inventory 2014
    2014 Hearts and Minds: Make it personal to make lasting change 2014
    2014 Unintended Consequences: Proven approaches when anticipating the worst 2014
    2013 Shopping behaviour and satisfaction outcomesJournal of Marketing Management.  29:1609-1630. 2013
    2013 The influence of cognitive dissonance on retail product returnsPsychology and Marketing.  30:724-735. 2013
    2013 Concrescent Conversation Environment Scale CCES Development and Validation 2013
    2013 Engaging remote employees: The moderating role of "remote" status in determining employee information security policy awareness 2013
    2013 Lessons from the Toyota Production System: Exploring the advantages and challenges of lean 2013
    2013 Managing Demand Shifts with Capacity and Flexibility: Invest in the right assets 2013
    2013 Memories and Dreams: Are you ahead or behind of the changing competitive landscape? 2013
    2013 Out of the Shadows: Operational vigilance enables resilience in dark times 2013
    2013 The Process of Sustainable Business: Managing change to manage the possibilities 2013
    2013 Time Travelers: Exploring the ever-changing operations management profession 2013
    2012 On the cutting edge of business intelligence: An examination of how one company's patents are advancing business strategies and processes in several industriesRecent Patents on Computer Science.  5:1-10. 2012
    2012 Air Suppliers: The opportunities and challenges of global sourcing 2012
    2012 Details, Details: Dealing with the Devil During Organizational Change 2012
    2012 Details, Details: Dealing with the devil during organizational change 2012
    2012 Here or There? Deciding where to put your operations 2012
    2012 Here or there: Deciding where to put your Operations 2012
    2012 Hofstede's Values - Locus of Control (LOC): job satisfaction effect in the USA, Mexico, Korea, and Hong KongJournal of International Business and Cultural Studies.  7. 2012
    2012 On the Cutting Edge of Business Intelligence: an Examination of How One Company's Patents Are Advancing Business Strategies and Processes in Several IndustriesRecent Patents on Computer Science.  5:1-10. 2012
    2012 Shopping Behaviors and Satisfaction OutcomesJournal of Marketing Management2012
    2012 Spotlight on Your Processes: The value of keen attention to quality and efficiency 2012
    2012 The Power of Communication: Excellent Interactions, Excellent Teams 2012
    2012 The Power of Communication: Excellent interactions, excellent teams 2012
    2012 Two Out of Three Ain't Good: Examining the people and the places of total economic viability 2012
    2012 Two out of Three ain't good: Examining the People and Places of Total Economic Vitality 2012
    2011 Contemplating Mass Customization: Build-to-order from an operations strategy perspective 2011
    2011 Faster, Better, Cheaper: How much does it cost to make those widgets? 2011
    2011 Flawed Expectations: If you're thinking of ways to change your customers, think again 2011
    2011 How to Crack the Sales-Versus-Operations Egg: Turning your business relationships sunny-side up 2011
    2011 Mindful and Aware: One company's (Puget) Sound sustainability initiatives 2011
    2011 Sense and Respond: Why relationships are essential to demand-driven excellence 2011
    2010 Reverse logistics capabilities: Antecedents and cost savingsInternational Journal of Physical Distribution and Logistics Management.  40:228-246. 2010
    2010 A Critical Eye: Looking carefully at Lean and the Toyota Production System 2010
    2010 Character and Competence: Two essentials of supplier relationship management 2010
    2010 Diverse Perspectives: The Relative Impact of Marketing and Operational Strategies 2010
    2010 How you operate: Pinpointing a continuous improvement culture 2010
    2010 Question Everything: The five whys reveal key lessons from Toyota 2010
    2010 Show Then They Can Rely on You 2010
    2010 The Great Barrier Grief: How to steer clear of change-initiative heartache 2010
    2009 A review and synthesis of demand management, capacity management and performance in health-care servicesInternational Journal of Management Reviews.  11:149-174. 2009
    2009 Imaginary Simulations and Real-World Situations: Using the theory of constraints to generate true profit 2009
    2009 Juice Manufacturer boosts Supply Chain Fluidity: Using the theory of constraints to optimize product flow 2009
    2009 Lean's Naked Truth: Are we seeing more than is really there? 2009
    2009 Maximizing your Operating Strategy 2009
    2009 SCM Lessons from Apple and the iPhone 2009
    2009 World-Class Contingency Planning: Don't forgo this essential practice 2009
    2008 Using volume flexible strategies to improve customer satisfaction and performance in health care servicesJournal of Services Marketing.  22:188-197. 2008
    2008 Continuous Innovation or Continuous Improvement? Finding the path to true competitive advantage 2008
    2008 Go Farther: Using postponement to advance operational excellence 2008
    2008 Lasting Progress: Process improvement programs should be sustainable 2008
    2008 Pigs, Chickens, and Marriage Proposals: The somewhat surprising foundations of effective postponement 2008
    2008 Profit Pursuit: The Advantages of Mass Customization and Postponement 2008
    2008 The Cornerstones of Competitive Advantage: Finding the business case for process improvement programs 2008
    2007 Charting a Fluid Supply Chain: Open Communication is the Conduit to Smooth Information Flows 2007
    2007 Mystery Solved: Figuring Out What Your Customers Really Want 2007
    2007 Special Delivery: Giving Your Customers What They Want 2007
    2007 Strength in Numbers: Business Success Depends on Employee Empowerment for All 2007
    2007 Top Rank: Ensuring your Companys World-Class Status 2007
    2006 Operational challenges in the call center industry: A case study and resource-based frameworkManaging Service Quality.  16:477-500. 2006
    2006 Lessons learned from methodological triangulation in management research 2006
    2006 Managerial perceptions on volume flexible strategies and performance in health care services 2006
    2006 Strength and Tone (A flexible approach to operations can build some serious muscle) 2006
    2005 A New Perspective on Supply and Demand: Operational Challenges, Strategies and Opportunities in Health Care Delivery 2005
    2005 Takt Time Tunnel Vision (why the automotive industry should change) 2005
    2004 Build-to-Order Give and Take: Overcoming Challenges in the Pursuit of Flexibility 2004
    2004 Creating a Volume Flexible FirmBusiness Horizons.  47:69-78. 2004
    2004 The Spontaneous Supply Chain 2004
    2004 Volume flexible strategies in health services: A research frameworkProduction and Operations Management.  13:230-244. 2004
    2003 Measuring and comparing volume flexibility in the capital goods industryProduction and Operations Management.  12:480-501. 2003
    2003 Validating Key Results Linkages In The Baldrige Performance Excellence ModelQuality Management Journal.  10:7-24. 2003
    2002 Sources of volume flexibility and their impact on performanceJournal of Operations Management.  20:519-548. 2002
    2001 An integrative summary of doctoral dissertation research in quality managementProduction and Operations Management.  10:363-382. 2001


    Year Title Altmetric
    2000 Measuring and Comparing Volume Flexibility of Small and Large Firms, Ph.D. Dissertation 2000


    Year Title Altmetric
    1999 A Taxonomic Review of Supply Chain Management Research.  839-879.. 1999

    Research Overview

  • His research interests include operations strategy with special emphasis on flexibility, health care management, quality management, and supply chain management. His research has been published in Journal of Operations Management, Production and Operations Management, Quality Management Journal, Business Horizons, Managing Service Quality, Journal of Services Marketing, Management Research News, APICS--The Association for Operations Management’s Magazine and in a 1999 textbook: Quantitative Models for Supply Chain Management. See Google Scholar Citations report here: https://scholar.google.com/citations?hl=en&view_op=list_works&gmla=AJsN-F5S5EE8L1L8aPGnUW1pJi9SiNGPEPwQ_bXxjZ1psxoY6hrh28Ys7EokwEUYZU49H4qePLmZZsi9wZy27OotChtxxMn3xQ&user=2jlkmroAAAAJ
  • Principal Investigator On

    Education And Training

  • Doctor of Philosophy in Operations Management and Supervision, University of Cincinnati 2000
  • Master of Business Administration in Business Administration and Management, Wright State University 1990
  • Bachelor of Science or Mathematics in Industrial Engineering, Georgia Institute of Technology 1981
  • Awards And Honors

  • UAB Honorary Alumni Award, 2015
  • Award, 2006
  • Award, 2006
  • Award, 2005
  • Award, 2005
  • Award, 2005
  • Award, 2005
  • Award, 2004
  • Award, 1996
  • Full Name

  • Eric Jack