publication venue for
- Transforming a traditional research organization through public entrepreneurship. 62:437-449. 2019
- Catalytic defiance as a crisis communication strategy: The risk of pursuing long-term objectives. 60:463-472. 2017
- The value of communication during a crisis: Insights from strategic communication research. 58:141-148. 2015
- Release the constraints: Solving the problems of export financing in troublesome times. 55:251-260. 2012
- Innovative healthcare delivery. 53:157-169. 2010
- Competing with quality service in good times and bad. 52:309-317. 2009
- Crossing the great divide of strategic entrepreneurship: Transitioning between exploration and exploitation. 52:469-479. 2009
- Fortune at the bottom of the innovation pyramid: The strategic logic of incremental innovations. 52:21-29. 2009
- Confronting America's healthcare crisis. 51:273-280. 2008
- Interesting problems and interesting research: A path to effective exchanges between managers and scholars. 51:65-71. 2008
- Serving unfair customers. 51:29-37. 2008
- The best companies are generous companies. 50:263-269. 2007
- Building a strong services brand: Lessons from Mayo Clinic. 50:199-209. 2007
- Customer service and the 14foot wire. 50:3-6. 2007
- Strategic entrepreneurship: Creating competitive advantage through streams of innovation. 50:49-59. 2007
- The strategic evolution of large US law firms. 50:17-28. 2007
- The value of human resource management for organizational performance. 50:503-511. 2007
- Aligning employees through line of sight. 49:499-509. 2006
- How should a company respond to a product harm crisis? The role of corporate reputation and consumer-based cues. 49:379-385. 2006
- Knowledge transfer and management consulting: A look at The firm. 43:65-74. 2000
- Organizing work in service firms. 43:23-32. 2000
- Strategies for combating gray market activity. 42:2-8. 1999
- Leveraging the web for corporate success. 42:3-10. 1999
- Crafting strategies for global marketing in the new millennium. 39:11-16. 1996
- Self-confidence and decisiveness: Prerequisites for effective management in the 1990s. 35:36-43. 1992
- THE SERVICE-QUALITY PUZZLE. 31:35-43. 1988
- RELATIONSHIP RETAILING - TRANSFORMING CUSTOMERS INTO CLIENTS. 29:43-47. 1986
- QUALITY COUNTS IN SERVICES, TOO. 28:44-52. 1985
- Joint sales promotion: An emerging marketing tool. 28:43-49. 1985
- SERVICE FIRMS NEED MARKETING SKILLS. 26:28-31. 1983
- RETAIL POSITIONING STRATEGIES FOR THE 1980S. 25:45-50. 1982
- Guidelines for the advertising of services. 24:52-56. 1981
- Managing with the consumer's help. 19:69-74. 1976
- Employee theft: Views from two sides. 19:25-29. 1976
- Mission statements: Importance, challenge, and recommendations for development. 35:34-42.