Head shot of Scott Sampson

Scott Sampson

Thorsell Professor of Global Supply Chain Management,
Marketing and Global Supply Chain
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Website: http://services.byu.edu

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Dr. Sampson has dedicated his career to advancing the field of service design, management, and innovation. As an academic professional, his goal is to enable other academicians and professionals to teach and deliver exceptional service experiences and methodologies. Dr. Sampson is the Thorsell Professor of Business Management at Brigham Young University (Provo, Utah, U.S.) where he teaches CRM and Service Analysis and Design in BYU’s top-tier MBA and undergraduate business programs. He has been recognized as a world leader in the field of service operations management and design, and has given professional seminars on service design and innovation in Europe, Asia, and the United States. He is the author of two major books including Essentials of Service Design and Innovation and Understanding Service Businesses. His award-winning research focuses on techniques for designing high-performance service businesses, and he has been recognized as the third most prolific publisher of top-tier articles on Service Operations Management worldwide. Dr. Sampson received his MBA and PhD degrees from the University of Virginia and is the proud father of six wonderful children.


  • PhD, Operations Management, University of Virginia, 1993
  • MBA, General Management, University of Virginia, 1991
  • BA, Human Resource Development, Brigham Young University, 1988

Selected Publications

  • "Reengineering professional services through automation, remote outsourcing, and task delegation", Journal of Operations Management, Edition 6, Volume 69, Pages 911-940, Wiley, Hoboken, New Jersey, Spyros Angelopoulos, Elliot Bendoly, Jan Fransoo, Kai Hoberg, Carol Ou, and Antti Tenhiälä, 2023
  • "Optimizing Customer Involvement: How close should you be to your customers?", California Management Review, Edition 1, Volume 65, Pages 119-146, UC Berkeley, Berkeley, California, 2022
  • "A Strategic Framework for Task Automation in Professional Services", Journal of Service Research, Edition 1, Volume 24, Pages 122-140, Sage Journals, Newbury Park, CA, 2021
  • "Customer Contact in a Digital World", Journal of Service Management, Edition 6, Volume 31, Pages 1061-1069, Emerald Group Publishing Ltd., Bingley, West Yorkshire, 2020
  • "Predicting Automation of Professional Jobs in Healthcare", Hawaii International Conference on System Science, Volume 53, Page 9, University of Hawaii, Honolulu, Hawaii, 2020
  • "Professional Service Jobs: Highly Paid but Subject to Disruption?", Service Science, Edition 4, Volume 10, Pages 457-475, INFORMS, Catonsville, MD, Paul P. Maglio, 2018
  • "Visualizing and Improving Service Processes with PCN Analysis", Handbook of Service Science, Volume 2, Pages 433-454, Springer, New York, Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer, Kelly Lyons, Yuriko Sawatani, and Lia Patricio, 2018
  • "Process Coordination Within a Health Care Service Supply Network", Journal of Business Logistics, Edition 4, Volume 36, Pages 355-373, Wiley, Hoboken, New Jersey, Thomas Goldsby and Walter Zinn, 2015
  • "Value Paradoxes and the Time Value of Value", Service Science, Edition 3, Volume 7, INFORMS, Catonsville, Maryland, Ralph D. Badinelli, Paul Maglio, 2015
  • "Modes of Customer Co-production for International Service Offerings", Journal of Service Management, Edition 4, Volume 26, Pages 625-647, Emerald, Nelson Oly Ndubisi and Rajan Nataraajan, 2015
  • "Use and Misuse of Co- in Service Management", Proceedings of the DSI Annual Meeting, Volume 2012, Pages 91401-91412, Decision Sciences Institute, Atlanta, GA, Hale Kaynak, 2012
  • "Customer Roles in Service Supply Chains and Opportunities for Innovation", Journal of Supply Chain Management, Edition 4, Volume 48, Pages 30-50, Institute for Supply Management, Craig Carter, 2012
  • "Service Supply Chains: Introducing the Special Topic Forum", Journal of Supply Chain Management, Edition 4, Volume 48, Pages 3-7, Institute for Supply Management, Craig Carter, 2012
  • "Visualizing Service Operations", Journal of Service Research, Edition 2, Volume 15, Pages 182-198, Katherine Lemon, 2012
  • "The Seven Customer Roles in Service Supply Chains", Proceedings of the EurOMA Annual Meeting, Volume 24, European Operations Management Association, Brussels, 2011
  • "What Are Services? – An Empirical Investigation", Proceedings of the 12th QUIS Annual Meeting, Volume 12, Pages 897-906, Cornell University, Ithaca, NY, Bo van der Rhee, Liana Victorino, 2011
  • "Service-Dominant Logic 2.0: A Balanced Perspective", Proceedings of the Naples Forum on Service, Volume 2011, University of Naples, Capri, 2011
  • "Why We Need a Service Logic: A Comparative Review", The Journal of Applied Management and Entrepreneurship, Edition 3, Volume 15, Page 16, Nova Southeastern University, Fort Lauderdale, FL, 2010
  • "A Unified Services Theory", Introduction to Service Engineering, Volume 1, Page 40, John Wiley & Sons, Hoboken, NJ, Gavriel Salvendy and Waldemar Karwowski, 2010
  • "The Unified Service Theory: A paradigm for Service Science", Handbook of Service Science, Volume 1, Pages 107-131, Springer, New York, P. P. Maglio, C. Kieliszewski, and J. C. Spohrer, 2010
  • "The Impact of Customer Contact on Environmental Initiatives for Services Firms", International Journal of Operations and Production Management, Volume 20, Pages 187-203, 2000



  • Professor, Brigham Young University, 2007–0
  • Associate Professor, Brigham Young University, 2001–2007
  • Assistant Professor, Brigham Young University, 1996–2001


  • Outstanding Research Award, Department of Marketing and Global Supply Chain Management, 2023
  • Lifetime Achievement Award, POMS College of Service Operations, 2019
  • Service Science Best Article Award, INFORMS, 2015
  • Outstanding Faculty Award, BYU Marriott School of Management, 2015
  • Best Paper Honorable Mention, International Research Symposium on Service Excellent, 2011
  • International Visiting Fellow - UK, UK Government, Cambridge Institute for Management, 2011
  • Most Influential Service Operations Paper Award, Production and Operations Management Society, 2009
  • Marriott School Research Award, BYU, 2008
  • Best Research Paper Award, POMS College of Service Operations, 2007
  • IBM Best Paper Award, Production and Operations Management Society CSO and IBM, 2006
  • First Place - Case Competition, Institute for Operations Research and Management Science, 2005
  • 2004 IBM Faculty Award, IBM, 2004
  • Faculty Award for Academic Excellence, University of Virginia, 2004
  • 2003 Best Applied Research Paper Award, Decision Sciences Institute, 2003
  • Best Applied Research Paper Award, Decision Sciences Institute, 2002
  • Outstanding Researcher Award, Business Management Department, 2000
  • Wachovia Award for Research, University of Virginia, 1996

Administrative Assignments

  • Director — Area Leader. Direct recruiting, advancement, strategic planning, scheduling, and promotion of GSCM Area. — 2014–2017

BYU Citizenship

  • Rank and Status Committee — Committee/Council Member — July 2019–0
  • GSCM NetTrek — Program Chair/Coordinator — September 2019–February 2020
  • Class Scheduling Committee — Committee/Council Chair — June 2002–November 2016

Professional Citizenship

  • Journal of Business Logistics, Editorial Review Board Member, November 2020–0
  • Service Science, Editorial Review Board Member, 2014–0
  • Journal of Supply Chain Management, Editor, Associate Editor, March 2011–0