Vol. 17 No. 1 (2000)

Published March 15, 2000

Spring 2000

Research Articles

James Fitzsimmons, Mona Fitzsimmons

1-3

Special Issue On Services In The Next Millennium

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Rohit Verma, Kenneth Boyer

5-24

Service Classification and Management Challenges

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Richard Metters, Michael Ketzenberg

25-35

Small Is Beautiful: The Re-Emergence of The Convenience Strategy

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Rolf Blumentritt, Neil Hardie

37-48

The Role of Middle Management In The Knowledge Focused Service Organization

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Richard Reid, Elsa Koljonen

59-63

A Systems-Based Framework For Continuous Improvement: A Service Sector Application

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George Mechling, Beverly Little

65-85

Service Encounter Mismatches: A Conceptual Framework Integrating It and Job Design

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