Suppose we took service seriously? An introduction to the special issue

Academy of Management Executive

Volumn 16, Issue 4, 2002, Pages 69-72

  Bowen, David E ^a   Hallowell, Roger ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0036881488     PISSN: 10795545     EISSN: None     Source Type: Journal    
DOI: 10.5465/AME.2002.8951329     Document Type: Review

References (12)

1. Davis, S. M. 1983. New Management, Spring: 12-15.
2. C. Lovelock. June 2002. Do we need to rethink the field of services management? Frontiers in Services Conference, Maastricht, The Netherlands.
3. Albrecht, K., & Zemke, K. 1985. Service America: Doing business In the new economy. Homewood, IL: Dow-Jones Irwin.
4. Lovelock, op. cit.
5. Bowen, J., & Ford, R. 2002. Managing service organizations: Does having a 'thing' make a difference? Journal of Management, 28(3):447-469.
6. Bowen, D. E., Chase, R. B., & Cummings, T. G. 1990 Suppose we took service seriously? In Bowen, D. E., et al. (Eds), Service management effectiveness: Balancing strategy, organization and human resources, operations, and marketing. San Francisco: Jossey-Bass.
7. Leavitt, H. J. 1975. Suppose we took groups seriously? In E. L. Cass & R. G. Zimmer (Eds.), Man and work in society. New York: Van Nostrand Reinhold: 67-77.
8. Bowen, D., & Schneider, B. 1988. Services marketing and management: Implications for organizational behavior. In B. Staw & L. L. Cummings (Eds.), Research in organizational behavior, Vol. 10. Greenwich, CT: Jai Press: 43-80.
9. See Bowen & Ford for a more complete review of possible differences between goods and services, and the implications of those differences.
10. Peters, T., & Waterman, R. H. 1985. In search of excellence: Lessons from America's best-run companies. New York: Warner Books.
11. Danet, B. 1981. Client-organization relationships. In P. C. Nystrom & W. H. Starbuck (Eds.), Handbook of organizational design. New York: Oxford University Press: 382.
12. Bettencourt, L., et al. 2002. Client co-production in knowledge-based services. California Management Review, 44(4): 100-128.