Van Egeren, Marsha; O’Connor, Stephen - In: Journal of Services Marketing 12 (1998) 1, pp. 39-58
Service industries are undeniably important in the USA. They account for 72 percent of GNP and 76 percent of employment. In recent years, service firms have been experiencing a changing and increasingly competitive market place. Until now, few top management teams (TMTs) of service businesses...