| 187 | -- | 193 | Vicki Smith-Daniels. In this Issue |
| 195 | -- | 214 | Richard D. Metters, Ann E. Marucheck. Service Management - Academic Issues and Scholarly Reflections from Operations Management Researchers |
| 215 | -- | 250 | Diane Mollenkopf, Elliot Rabinovich, Timothy M. Laseter, Kenneth K. Boyer. Managing Internet Product Returns: A Focus on Effective Service Operations |
| 251 | -- | 276 | Linda R. LaGanga, Stephen R. Lawrence. Clinic Overbooking to Improve Patient Access and Increase Provider Productivity |
| 277 | -- | 308 | Anne P. Massey, Vijay Khatri, Mitzi M. Montoya-Weiss. Usability of Online Services: The Role of Technology Readiness and Context |
| 309 | -- | 327 | Somnath Mukhopadhyay, Subhashish Samaddar, Glenn Colville. Improving Revenue Management Decision Making for Airlines by Evaluating Analyst-Adjusted Passenger Demand Forecasts |
| 329 | -- | 355 | Kyle D. Cattani, Olga Perdikaki, Ann E. Marucheck. The Perishability of Online Grocers |