| 325 | -- | 332 | Kurt M. Bretthauer. Service Management |
| 333 | -- | 347 | Roger W. Schmenner. Service Businesses and Productivity |
| 349 | -- | 369 | Kathryn A. Marley, David A. Collier, Susan Meyer Goldstein. The Role of Clinical and Process Quality in Achieving Patient Satisfaction in Hospitals |
| 371 | -- | 392 | Sheryl E. Kimes, Gary M. Thompson. Restaurant Revenue Management at Chevys: Determining the Best Table Mix |
| 393 | -- | 422 | Thomas J. Douglas, Lawrence D. Fredendall. Evaluating the Deming Management Model of Total Quality in Services |
| 423 | -- | 455 | Gabriele Piccoli, M. Kathryn Brohman, Richard T. Watson, A. Parasuraman. Net-Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities |
| 457 | -- | 491 | Ad de Jong, Ko de Ruyter. Adaptive versus Proactive Behavior in Service Recovery: The Role of Self-Managing Teams |
| 493 | -- | 525 | Zhen Zhu, K. Sivakumar, A. Parasuraman. A Mathematical Model of Service Failure and Recovery Strategies |
| 527 | -- | 550 | Steven P. Brown, Wynne W. Chin. Satisfying and Retaining Customers through Independent Service Representatives |
| 551 | -- | 578 | Madeleine E. Pullman, Michael A. Gross. Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors |