Dr. Jie Zhang is an Associate Professor in Service Management at the Gustavson School of Business, University of Victoria, Canada. She is a Research Affiliate with the UVic Institute on Aging and Lifelong Health and a Research Fellow at the UVic Center for Social and Sustainable Innovation. Jie’s research centers on cultivating service operations excellence for a more equitable and sustainable future.  She draws on theories from service operations, value co-creation, learning, and professional work to understand how to improve the performance of complex service systems as well as frontline services.  Jie has applied mixed research methods to investigating service performance in hospitality, health and social care contexts.  Her work has been published in top journals in operations management and service management, such as the Journal of Operations Management, Production and Operations Management, Journal of Service Management, and Service Science.  Prior to joining the academia, Jie was a computer systems manager for nearly a decade. Jie received her doctorate in Operations and Technology Management from Boston University, and master’s degrees in Computer Science and Sociology from Brown University.