The Service Productivity and Quality Challenge

Abstract

Introduction: The Service Quality and Productivity Challenge P.T. Harker. 1. Bureau of Labor Statistics Productivity Measures for Service Industries E.R. Dean, K. Kunze. 2. The Role of Services in U.S. Production and Trade: an Analysis of Social Accounting Data for the 1980s R.S. Dighe, J.F. Francois, K.A. Reinert. 3. Is the Shift Toward Employment in Services Stabilizing? D.E. Lebow, D.E. Sichel. 4. Regional Liberalization of Trade in Services B. Hoekman. 5. An Empirical Analysis of Foreign Direct Investment in Service Industries Jiatao Li. 6. Global Outsourcing of Information Processing Services U.M. Apte, R.O. Mason. 7. The Office Farther Back: Business Services, Productivity, and the Offshore Back Office M.I. Wilson. 8. The Economics of Customer Lock-In and Market Power in Services S. Borenstein, J.K. MacKie-Mason, J.S. Netz. 9. Information Technology and Organizational Effectiveness J.M. Pennings. 10. Improving Claims Operations: a Model-Based Approach U.M. Apte, R.A. Cavaliere, G.G. Hegde. 11. A Model for Analyzing Quality in the Service Delivery Process P.K. Armstrong. 12. Hotel Sales and Reservations Planning G.R. Bitran, S.M. Gilbert, Thin-Yin Leong. 13. Service Productivity in U.S. Credit Unions H.O. Fried, C.A. Knox Lovell, P. Vanden Eeckaut. 14. Productivity Growth in the Telephone Industry since 1984 R.W. Crandall, J. Galst. 15. Improving Productivity in Intermodal Rail-Truck Transportation E.K. Morlok, J.P. Sammon, L.N. Spasovic, L.K. Nozick.16. Politics, Markets, and Equality in Schools J.E. Chubb, T.M. Moe. 17. Postal Services in the Nineties J.S. Boronico, M.A. Crew, P.R. Kleindorfer. Index.