Process Moments of Trust: Analysis and Strategy

References

• Collier , David A. 1983–84 . Managing a Service Firm: A Different Management Game . National Productivity Review , 3 ( 1 )
   Google Scholar
• Collier , David A. 1987 . Service Management: Operating Decisions , Englewood Cliffs , NJ : Prentice-Hall .
   Google Scholar
• Collier , David A. 1985 . Service Management: The Automation of Services , Englewood Cliffs , NJ : Prentice-Hall .
   Google Scholar
• Collier , David A. 1987 . The Customer Service and Quality Challenge . The Service Industries Journal , 7 ( 1 )
   Google Scholar
• The Columbus Dispatch, 18 September . 1986 . “ Wendy's Tradition-Breaking Hamburger to Battle Big Mac ” . p.G1.
   Google Scholar
• Krajewski , Lee J. and Ritzman , Larry . 1987 . Operations Management: Strategy and Analysis , Reading , MA : Addison-Wesley Publishing Co .
   Google Scholar
• Peters , Thomas J. 1985 . “ Secrets to Growth: What Makes ‘Best-Run Firms Run? ” . In Productivity and Quality Through People , Edited by: Shetty , Y. K. and Buehler , V. M. Westport, CT : Quorum Books .
   Google Scholar
• Peters , Thomas J. and Nancy Austin . 1985 . A Passion for Excellence , New York : Random House, Inc. .
   Google Scholar
• Sasser , W. Earl , Paul Olsen , R. and Daryl Wyckoff , D . 1978 . Management of Service Operations , Boston , MA : Allyn and Bacon .
   Google Scholar
• Shostack , G. Lynn . 1984 . Designing Services that Deliver . Harvard Business Review , January-February
   Web of Science ®Google Scholar
• Sumanth , D. J. 1984 . Productivity Engineering and Management , New York : McGraw-Hill Book Company .
   Google Scholar
• Webster's New Collegiate Dictionary . 1981 . Springfield 1246
   Google Scholar