Dr. Paul P. Maglio makes an excellent point: he calls for more research on the intersection of the firm's external capabilities and resources with those of the customer. In Rolland, Patterson, and Ward's previous paper, they created a starting point for a line of thinking similar in spirit to...

The rapid, pervasive growth of Internet use for business purposes has had a noticeable effect on numerous firms' business strategies. This type of perturbation among competitors results in a more dynamic market. To be successful in such a market often requires a firm to reexamine how it...

Disaster response and recovery are crucial phases of disaster management. Decision-support systems used in disaster management must cope with the complexity and uncertainty involved with the scheduling and assignment of differentially-skilled personnel and assets to specific tasks. Operational...

Based on literature review, we derive a set of dimensions that influence patient-perceived health care quality. Utilizing outpatient survey data from 222 different physicians, we identified six underlying quality factors and classified them according to the derived dimensions. These quality...

The quality of service which could be delivered by the U.S. healthcare system is in contrast with the customer’s perceived expectations and reported levels of satisfaction. Due to the uncertainty about stakeholder views and the anomaly of the third-party payment system, healthcare service...