Production and Operations Management

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Articles in Summer 2003 issue of Production and Operations Management

• EMPLOYEE DEVELOPMENT: AN EXAMINATION OF SERVICE STRATEGY IN A HIGH-CONTACT SERVICE ENVIRONMENT*
  by Goldstein, Susan Meyer
• PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*
  by Stewart, Douglas M
• INSIGHTS INTO SERVICE OPERATIONS MANAGEMENT: A RESEARCH AGENDA
  by Roth, Aleda V; Menor, Larry J
• APPOINTMENT POLICIES IN SERVICE OPERATIONS: A CRITICAL ANALYSIS OF THE ECONOMIC FRAMEWORK*
  by Mondschein, Susana V; Weintraub, Gabriel Y
• MODELING CUSTOMER SATISFACTION IN TELECOMMUNICATIONS: ASSESSING THE EFFECTS OF MULTIPLE TRANSACTION POINTS ON THE PERCEIVED OVERALL PERFORMANCE OF THE PROVIDER*
  by Athanassopoulos, Antreas D; Iliakopoulos, Anastasios
• AMPLIFICATION IN SERVICE SUPPLY CHAINS: AN EXPLORATORY CASE STUDY FROM THE TELECOM INDUSTRY*
  by Akkermans, Henk; Vos, Bart
• DESIGNING AND MANAGING SERVICE OPERATIONS: INTRODUCTION TO THE SPECIAL ISSUE
  by Roth, Aleda V; Menor, Larry J
• A MARKET UTILITY-BASED MODEL FOR CAPACITY SCHEDULING IN MASS SERVICES*
  by Goodale, John C; Verma, Rohit; Pullman, Madeleine E