Decision Sciences

Service Management
pp. 325-332(8)
Author: Kurt M. Bretthauer

Service Businesses and Productivity
pp. 333-347(15)
Author: Roger W. Schmenner

The Role of Clinical and Process Quality in Achieving Patient Satisfaction in Hospitals
pp. 349-369(21)
Authors: Kathryn A. Marley; David A. Collier; Susan Meyer Goldstein

Restaurant Revenue Management at Chevys: Determining the Best Table Mix
pp. 371-392(22)
Authors: Sheryl E. Kimes; Gary M. Thompson

Evaluating the Deming Management Model of Total Quality in Services
pp. 393-422(30)
Authors: Thomas J. Douglas; Lawrence D. Fredendall

Net-Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities
pp. 423-455(33)
Authors: Gabriele Piccoli; M. Kathryn Brohman; Richard T. Watson; A. Parasuraman

Adaptive versus Proactive Behavior in Service Recovery: The Role of Self-Managing Teams
pp. 457-491(35)
Authors: Ad de Jong; Ko de Ruyter

A Mathematical Model of Service Failure and Recovery Strategies
pp. 493-525(33)
Authors: Zhen Zhu; K. Sivakumar; A. Parasuraman

Satisfying and Retaining Customers through Independent Service Representatives
pp. 527-550(24)
Authors: Steven P. Brown; Wynne W. Chin

Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors
pp. 551-578(28)
Authors: Madeleine E. Pullman; Michael A. Gross