publication venue for
- Attention, retailers! How convenient is your convenience strategy?. 41:79-+. 2000
- Understanding customer delight and outrage. 41:6-7. 2000
- Listening to the customer - The concept of a service quality information system. 38:65-76. 1997
- Capture and communicate value in the pricing of services. 37:41-51. 1996
- CONTROLLING THE UNCONTROLLABLE - MANAGING YOUR MARKET ENVIRONMENT. 33:39-47. 1992
- UNDERSTANDING CUSTOMER EXPECTATIONS OF SERVICE. 32:39-48. 1991
- 5 IMPERATIVES FOR IMPROVING SERVICE QUALITY. 31:29-38. 1990