Two bodies of literature have tended to dominate in the area of quality: one has emerged from the manufacturing/operations management discipline, the other from services and marketing. The interface between both schools of thought is addressed less frequently, probably reflecting the traditional...

Considers the concept of the "listening" organisation and its influence on service and business performance. Specifically reports on empirical research which investigated the link between service quality information practices, the listening organisation and service and business performance. In...

Examines the complex relationship between listening and training practices and service performance by deconstructing an earlier model of service management developed by the London Business School and Warwick Business School in the UK. This research hypothesizes that the nature of the...

This paper analyses theoretically and empirically issues in optimal pricing with excess hospital capacity, and then applies the analysis to the issue as to whether Medicare and Medicaid payments cover the marginal costs of treating patients of each type. The primary innovation of this paper lies...

Under certain circumstances, competition law may apply to the decision by a company to procure from a related party. Sean Ennis (Competition Commission of Mauritius)

This report is a follow-up study to last year's CalSpeed publication, "High-Speed Trains for California," Working Paper No. 565. The purpose of this paper is to test rigorously and critically the cost estimate methodology presented in that previous working paper. This has been accomplished...