Operations management's role in service sector organizational performance. The concepts, skills, and research issues necessary to provide a competitive advantage to the service organization. Productivity improvement, quality of service delivery, work-force management, the impact of new technologies, and international issues.

Operations management's role in service sector organizational performance. The concepts, skills, and research issues necessary to provide a competitive advantage to the service organization. Productivity improvement, quality of service delivery, work-force management, the impact of new technologies, and international issues.