Janelle Heineke is Professor of Operations and Technology Management at Boston University's Questrom School of Business. She holds a DBA degree from Boston University, an MBA degree from Babson College, an MSN degree from Boston College, and a BSN degree from Marquette University. Professor Heineke served as Associate Dean for Graduate Programs from 1998-2001, as Director of the Boston University Center for Excellence and Innovation in Teaching from 2008 to 2015, as Faculty Director for the Questrom MBA Program from 2015-2018, as Chair of the OTM Department from 2003-2018, and as Senior Associate Dean for Undergraduate and Specialty Masters Programs from 2018-2020.

Professor Heineke's research interests focus on service operations and quality management, particularly in professional services. She has published in a variety of journals, is the co-author of two textbooks and three other books and has contributed chapters and cases to several other books. Professor Heineke has served as Associate and Senior Editors for a number of journals, including the Journal of Operations Management, Decision Sciences, the Quality Management Journal and Operations Management Research. She has served in many positions in the Decision Sciences Institute (DSI), including as Treasurer, Vice President and a member of the Executive Committee.

Professor Heineke was awarded the Leading Edge Faculty Award by the General Electric Company and has also won Questrom’s Broderick Award for research excellence and Beckwith Award for undergraduate teaching excellence. In 2008 she was elected as a Fellow of the Decision Sciences Institute, in 2016 was awarded the Questrom Award for Excellence in Faculty Institutional Leadership, and in 2017 the DSI Dennis E. Grawoig Distinguished Service Award.

  • DBA, Boston University, 1992
  • MBA, Babson College, 1987
  • MSN, Boston College, 1978
  • BS, Marquette University, 1975
  • Tucker, A., Zheng, S., Ren, Z., Heineke, J., McLaughlin, A., Podell, A. (2018). "The Impact of Internal Service Quality on Preventable Adverse Events in Hospitals", Production and Operations Management, 27 (12), 2201-2212
  • Lawrence, B., Zhang, J., Heineke, J. (2016). "A life-cycle perspective of professionalism in services", Journal of Operations Management, 42-43 25-38
  • Joglekar, N., Zhang, J., Verma, R., Heineke, J. (2014). "Exploring the Relationship between Eco-certifications and Resource Efficiency in U.S. Hotels", Cornell Hospitality Quarterly, 55 (3), 252-264
  • Davis, M., Davis, M., Heineke, J., Heineke, J. (2004). "Operations Management Integrating Manufacturing and Services", Irwin Professional Pub
  • Tsikritsis, N., Heineke, J. (2004). "Correction to "The impact of process variation on consumer dissatifaction: Evidence from the U.S. domestic airline industry" by Nikos Tsikritsis and Janelle Heineke (vol 35, pg 129, 2004)", Decision Sciences, 35 (2), 323-323
  • Davis, M., Heineke, J. (2003). "Managing Services Using Technology to Create Value", Irwin/McGraw-Hill
  • Restuccia, J., Shwartz, M., Kreger, B., Payne, S., Ash, A., Iezzoni, L., Heineke, J., Selker, H., Gomes, T., Labonte, A., Butterly, J. (2002). "Does more "appropriateness" explain higher rates of cardiac procedures among patients hospitalized with coronary heart disease?", Medical Care, 40 (6), 500-509
  • Verma, R., Fitzsimmons, J., Heineke, J., Davis, M. (2002). "New issues and opportunities in service design research", Journal of Operations Management, 20 (2), 117-120
  • Davis, M., Heineke, J. (1998). "How disconfirmation, perception and actual waiting times impact customer satisfaction", International Journal of Service Industry Management, 9 (1), 64-+
  • Johnston, R., Heineke, J. (1998). "Exploring the relationship between perception and performance: Priorities for action", Service Industries Journal, 18 (1), 101-112
  • Zalatan, K., Heineke, J., Jacobs, B., Rao, A., Saladin, B. (1998). "Team teaching: Applications, advantages and challenges into the 21st century", Decision Sciences Institute 1998 Proceedings, Vols 1 - 3 242-242
  • Heineke, J. (1997). "Enhancing Learning Using Classroom Games and Exercises", Quality Management Journal, 4 (4), 32-42
  • Davis, M., Heineke, J. (1997). "A framework for integrating technology into service operations", Decision Sciences Institute, 1997 Annual Meeting, Proceedings, Vols 1-3 1477-1479
  • Schweikhart, S., Smith-Daniels, V., Heineke, J., Johnson, S., Meyer, S. (1997). "Foundations for research in health care delivery systems", Decision Sciences Institute, 1997 Annual Meeting, Proceedings, Vols 1 - 3 66-66
  • Kim, K., Miller, J., Heineke, J. (1997). "Mastering the quality staircase, step by step",
  • Heineke, J., Alexandre Baptiste, Y., Rodriguez Linde, A. (1997). "Le Parisien", Case Research Journal, 17 71-82
  • Davidson, S., McCollom, M., Heineke, J. (1996). "The Physician-Manager Alliance Building the Healthy Health Care Organization", Jossey-Bass
  • Heineke, J., Morrison, P. (1996). ""Using Classroom Incentives to Train Real-Life Skills,"", OMA Review, 11 (1), 33-37
  • Heineke, J. (1995). "Strategic operations management decisions and professional performance in U.S. HMOs", Journal of Operations Management, 13 (4), 255-272
  • Shwartz, M., Klimberg, R., Karp, M., Iezzoni, L., Ash, A., Heineke, J., Payne, S., Restuccia, J. (1995). "An Integer Programming-Model to Limit Hospital Selection in Studies with Repeated Sampling", Health Services Research, 30 (2), 359-376
  • Heineke, J., Meile, L. (1995). "Games and Exercises for Operations Management Hands-on Learning Activities for Basic Concepts and Tools", Allyn & Bacon
  • Davis, M., Heineke, J. (1995). "An analytical model for customer longevity", Competing in the Global Marketplace: A Decision Science Viewpoint - Decision Sciences Institute Third International Meeting 178-180
  • Heineke, J., Davidson, S., McCollom, M. (1995). "Physicians in a Management-Dominated Health Care System", The Journal of Medical Practice Management
  • Heineke, J., Meile, L. (1995). "PC PRO", Case Research Journal
  • Dixon, J., Arnold, P., Heineke, J., Kim, J., Mulligan, P. (1994). "Business Process Reengineering - Improving in New Strategic Directions", California Management Review, 36 (4), 93-108
  • Davis, M., Heineke, J. (1994). "Understanding the Roles of the Customer and the Operation for Better Queue Management", International Journal of Operations & Production Management, 14 (5), 21-34
  • Heineke, J., Meile, L. (1994). "Meeting Corporate and Student Customer Needs in the Classroom: Teaching the "Right Stuff" the Best Way", Operations Management Review 63-77
  • Heineke, J., Morrison, P. (1993). "New England Health Plan", Case Research Journal 88-102
  • Morrison, P., Heineke, J., Maani, K. (1993). "Lessons from Operations Management for Schools of Management", Operations Management Review, 70 70-81
  • Morrison, P., Heineke, J. (1992). "Why do Health-Care Practitioners Resist Quality Management", Quality Progress, 25 (4), 51-55
    Awards and Honors
  • 2017, Dennis E. Grawoig Distinguished Service Award
  • 2016, Questrom Award for Faculty Excellence in Institutional Leadership
  • 2012, Broderick Award for Service to Graduate Program