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The Service productivity and quality challenge

Author: Harker, Patrick T. Series: International studies in the service economy ; 5 Publisher: Kluwer Academic Publishers, 1995.Language: EnglishDescription: 507 p. : Graphs ; 25 cm.ISBN: 0792334477Type of document: BookBibliography/Index: Includes bibliographical references and index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Europe Campus
Main Collection
Print HC2000 .S4 S478 1995
(Browse shelf)
Available 001265804
Total holds: 0

Includes bibliographical references and index


The Service Productivity and Quality Challenge Table of Contents Introduction The Service Quality and Productivity Challenge Patrick T. Harker Chapter 1 Bureau of Labor Statistics Productivity Measures for Service Industries Edwin R. Dean and Kent Kunze Chapter 2 The Role of Services in US. Production and Trade: an Analysis of Social Accounting Data for the 1980s Ranjit S. Dighe, Joseph F. Francois, and Kenneth A. Reinert Is The Shift Toward Employment In Services Stabilizing? David E. Lebow and Daniel E. Sichel Chapter 4 Regional Liberalization of Trade in Services Bernard Hoekman An Empirical Analysis of Foreign Direct Investment in Service Industries Jiatao Li Global Outsourcing of Information Processing Services Uday M. Apte and Richard 0. Mason Chapter 7 The Office Farther Back: Business Services, Productivity, and the Offshore Back Office Mark I. Wilson The Economics of Customer Lock-In and Market Power in Services Severin Borenstein, Jeffrey K. MacKie-Mason and Janet S. Netz 169 81 II 1 43 Chapter 3 113 Chapter 5 139 Chapter 6 203 Chapter 8 225 Chapter 9 Information Technology and Organizational Effectiveness Johannes M. Pennings 251 Chapter 10 Improving Claims Operations: A Model-Based Approach Uday M. Apte, Richard A. Cavaliere and G. G. Hegde 281 Chapter 11 A Model For Analyzing Quality in the Service Delivery Process Pamela K. Armstrong 311 Chapter 12 Hotel Sales and Reservations Planning Gabriel R. Bitran, Stephen M. Gilbert, and Thin-Yin Leong 343 Chapter 13 Service Productivity in U.S. Credit Unions Harold 0. Fried, CA. Knox Lovell and Philippe Vanden Eeckaut 365 Chapter 14 Productivity Growth in the Telephone Industry Since 1984 Robert W. Crandall and Jonathan Galst 391 Chapter 15 Improving Productivity in Intennodal Rail-Truck Transportation Edward K. Morlok, John P. Sammon, Lazar N. Spasovic, and Linda K. Nozick 407 Chapter 16 Politics, Markets, and Equality in Schools John E. Chubb and Terry M. Moe Postal Service in the Nineties Jess S. Boronico, Michael A. Crew, and Paul R. Kleindorfer 435 Chapter 17 471 493 503 Contributors Index

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