• 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
    2022 Complementary and Substitutive Roles of Information Technology in the Relationship between Project Characteristics and Knowledge Integration in Software Teams 2022
    2020 Concrescent Conversation Environment, Psychological Safety, and Team Effectiveness: Examining a Mediation ModelTeam Performance Management Journal2020
    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 LOYALTYJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior.  31:43-61. 2018
    2018 Price and quality value influences on discount retail customer satisfaction and loyaltyJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior.  31:21-39. 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 consensusAPICS Magazine.  25:15. 2015
    2015 Mass Customization Reconsidered: Are today?s groundbreaking technologies now making it possible?APICS Magazine.  25:17. 2015
    2015 Reshaping an Industry: Tectonic shifts in supply chain and operations managementAPICS Magazine.  25:19. 2015
    2015 Systematic Advancement for Tough Problems: Identifying and applying the right process improvement methodsAPICS Magazine.  25:17. 2015
    2015 The Fifth Element: Are upgraded skills the latest defense against your competition?APICS Magazine.  25:15. 2015
    2014 A Philosophy of Successful Solutions: Creating a culture of performanceAPICS Magazine.  24:15. 2014
    2014 Consideration and Compromise: The importance of achieving consensusAPICS Magazine.  24:13. 2014
    2014 Diminishing Returns: Find the value in your inventoryAPICS Magazine.  24:15. 2014
    2014 Hearts and Minds: Make it personal to make lasting changeAPICS Magazine.  24:13. 2014
    2014 Unintended Consequences: Proven approaches when anticipating the worstAPICS Magazine.  24:15. 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 ValidationJournal of the Academy of Business Education.  14:50-69. 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 leanAPICS Magazine.  23:14. 2013
    2013 Managing Demand Shifts with Capacity and Flexibility: Invest in the right assetsAPICS Magazine.  23:12. 2013
    2013 Memories and Dreams: Are you ahead or behind of the changing competitive landscape?APICS Magazine.  23:12. 2013
    2013 Out of the Shadows: Operational vigilance enables resilience in dark timesAPICS Magazine.  23:12. 2013
    2013 The Process of Sustainable Business: Managing change to manage the possibilitiesAPICS Magazine.  23:18. 2013
    2013 Time Travelers: Exploring the ever-changing operations management professionAPICS Magazine.  23:12. 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 sourcingAPICS Magazine.  23:11. 2012
    2012 Details, Details: Dealing with the Devil During Organizational ChangeAPICS Magazine.  Mar/Apr:11. 2012
    2012 Details, Details: Dealing with the devil during organizational changeAPICS Magazine.  22:11. 2012
    2012 Here or There? Deciding where to put your operationsAPICS Magazine.  22:12. 2012
    2012 Here or there: Deciding where to put your OperationsAPICS Magazine.  May/Jun:12. 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 efficiencyAPICS Magazine.  22:14. 2012
    2012 The Power of Communication: Excellent Interactions, Excellent TeamsAPICS Magazine.  Sep/Oct:11. 2012
    2012 The Power of Communication: Excellent interactions, excellent teamsAPICS Magazine.  22:11. 2012
    2012 Two Out of Three Ain't Good: Examining the people and the places of total economic viabilityAPICS Magazine.  22:12. 2012
    2012 Two out of Three ain't good: Examining the People and Places of Total Economic VitalityAPICS Magazine.  Jul/Aug:12. 2012
    2011 Contemplating Mass Customization: Build-to-order from an operations strategy perspectiveAPICS Magazine.  Jly/Aug:12. 2011
    2011 Faster, Better, Cheaper: How much does it cost to make those widgets?APICS Magazine.  May/Jun:12-13. 2011
    2011 Flawed Expectations: If you're thinking of ways to change your customers, think againAPICS Magazine.  Jan/Feb:14. 2011
    2011 How to Crack the Sales-Versus-Operations Egg: Turning your business relationships sunny-side upAPICS Magazine.  Sep/Oct:12. 2011
    2011 Mindful and Aware: One company's (Puget) Sound sustainability initiativesAPICS Magazine.  Nov/Dec:9. 2011
    2011 Sense and Respond: Why relationships are essential to demand-driven excellenceAPICS Magazine.  Mar/Apr:12. 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 SystemAPICS Operations Management Now (online)2010
    2010 Character and Competence: Two essentials of supplier relationship managementAPICS Magazine.  July/Aug:20. 2010
    2010 Diverse Perspectives: The Relative Impact of Marketing and Operational StrategiesAPICS Magazine.  Jan/Feb:18-19. 2010
    2010 How you operate: Pinpointing a continuous improvement cultureAPICS Magazine.  Nov/Dec:20-21. 2010
    2010 Question Everything: The five whys reveal key lessons from ToyotaAPICS Magazine.  May/Jun:14-15. 2010
    2010 Show Then They Can Rely on YouAPICS Magazine.  Sep/Oct:16. 2010
    2010 The Great Barrier Grief: How to steer clear of change-initiative heartacheAPICS Magazine.  Mar/Apr:15. 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 profitAPICS Magazine.  July/Aug:17. 2009
    2009 Juice Manufacturer boosts Supply Chain Fluidity: Using the theory of constraints to optimize product flowAPICS Magazine.  May/June:14. 2009
    2009 Lean's Naked Truth: Are we seeing more than is really there?APICS Magazine.  Mar/Apr:12. 2009
    2009 Maximizing your Operating StrategyAPICS Magazine.  Nov/Dec:12. 2009
    2009 SCM Lessons from Apple and the iPhoneAPICS Magazine.  Sep/Oct:12. 2009
    2009 World-Class Contingency Planning: Don't forgo this essential practiceAPICS Magazine.  Jan/Feb:14. 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 advantageAPICS Magazine.  Sep/Oct:12. 2008
    2008 Go Farther: Using postponement to advance operational excellenceAPICS Magazine.  Nov/Dec:14. 2008
    2008 Lasting Progress: Process improvement programs should be sustainableAPICS Magazine.  July/Aug:10. 2008
    2008 Pigs, Chickens, and Marriage Proposals: The somewhat surprising foundations of effective postponementAPICS Magazine.  Mar/Apr:13.. 2008
    2008 Profit Pursuit: The Advantages of Mass Customization and PostponementAPICS Magazine.  February:11. 2008
    2008 The Cornerstones of Competitive Advantage: Finding the business case for process improvement programsAPICS Magazine.  May/June:12. 2008
    2007 Charting a Fluid Supply Chain: Open Communication is the Conduit to Smooth Information FlowsAPICS Magazine.  June:14. 2007
    2007 Mystery Solved: Figuring Out What Your Customers Really WantAPICS Magazine.  September:14. 2007
    2007 Special Delivery: Giving Your Customers What They WantAPICS Magazine.  October:19. 2007
    2007 Strength in Numbers: Business Success Depends on Employee Empowerment for AllAPICS Magazine.  Nov/Dec:13. 2007
    2007 Top Rank: Ensuring your Companys World-Class StatusAPICS Magazine.  July/Aug:20-21. 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)APICS Magazine.  June:34-38. 2006
    2005 A New Perspective on Supply and Demand: Operational Challenges, Strategies and Opportunities in Health Care DeliveryAPICS Magazine.  March:33-37. 2005
    2005 Takt Time Tunnel Vision (why the automotive industry should change)APICS Magazine.  October:47-51. 2005
    2004 Build-to-Order Give and Take: Overcoming Challenges in the Pursuit of FlexibilityAPICS Magazine.  September:39-42. 2004
    2004 Creating a Volume Flexible FirmBusiness Horizons.  47:69-78. 2004
    2004 The Spontaneous Supply ChainAPICS Magazine.  Jul/Aug:31-35. 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