publication venue for
- Reclaiming Healthcare's Healing Mission for a Sustainable Future. 27:6-27. 2024
- Improving How Clinicians Communicate With Patients: An Integrative Review and Framework. 26:493-510. 2023
- In Reply: Where Reshaping Communications in Healthcare Service Begins. 26:517-520. 2023
- When the Aims and the Ends of Health Care Misalign. 25:160-184. 2022
- Service Safety in the Pandemic Age. 23:391-395. 2020
- You Say You Want a Revolution? Drawing on Social Movement Theory to Motivate Transformative Change. 18:336-350. 2015
- Motivating Customers to Adhere to Expert Advice in Professional Services: A Medical Service Context. 18:39-58. 2015
- Health care: A fertile field for service research. 10:111-122. 2007
- CRM implementation: Effectiveness issues and insights. 9:184-194. 2006
- Service Product Configurations in Electronic Business-to-Consumer Operations. 7:360-376. 2005
- Linking Marketing and Operations. 5:91-100. 2002
- A Product-Process Matrix for Electronic B2C Operations. 3:286-299. 2001
- An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery. 3:121-137. 2000
- Teaching an Old Service New Tricks. 2:265-275. 2000
- Yield Management for the Nonprofit Sector. 1:215-226. 1999
- The effect of the servicescape on service workers. 10:220-238.