The Service Concept
Journal of Operations Management 20 (2002) 121–134
The service concept: the missing link in service design research?
Susan Meyer Goldstein a,∗ , Robert Johnston b , JoAnn Duffy c , Jay Rao d
Department of Operations and Management Science, University of Minnesota, 321 19th Avenue S, Minneapolis, MN 55455, USA b Warwick Business School, University of Warwick, Coventry CV4 7AL, UK Gibson D. Lewis Center for Business and Economic Development, Sam Houston State University, Huntsville, TX
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