Expertise
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service excellence
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service quality
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experience management
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service guarantees
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operations management
Additional Information
- Co-author of Operations Management for Competitive Advantage, 12th ed. (2008) and Experience Management and Service Strategy
- Co-author of Operations Management: The Core, 2 ed. (2009)
- Fellow, Production & Operations Management Society; Academy of Management; and Decision Sciences Institute
- 2006 Scholar of the Year, Academy of Management Operations Management Group
- POMS Lifetime Achievement Award (2007), Profiled in POMS Journal as a major contributor to the field of Operations Management (2009)
