Quality & Service Using Choice Modeling in Service Management A framework for gaining a clearer understanding of customer preferences. Lauren Keller Johnson January 15, 2003
Quality & Service Managing the Total Customer Experience Leonard L. Berry, Lewis P. Carbone and Stephan H. Haeckel April 15, 2002
Supply Chains & Logistics Rapid-Response Capability in Value-Chain Design Charles H. Fine, Roger Vardan, Robert Pethick and Jamal El-Hout January 15, 2002
Electronic Markets and Virtual Value Chains on the Information Superhighway Robert Benjamin and Rolf Wigand January 15, 1995
