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
PDF
Richard Metters, Michael Ketzenberg
25-35
Small Is Beautiful: The Re-Emergence of The Convenience Strategy
PDF
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
PDF
George Mechling, Beverly Little
65-85
Service Encounter Mismatches: A Conceptual Framework Integrating It and Job Design
PDF