Why destination areas rise and fall in popularity : an update os a Corlell Quarterly classic, 13-24.
How product quality drives profitability : the experience at Holiday Inn, 25-28.
How packaging services can hurt consumption : the potential downside of bundling, 29-37.
A framework for improving customer service through information technology : the customer-service life cycle, 38-45.
The perversity of sexual-harassment law : effects of recent court rulings, 46-56.
Energy management in 2001 and beyond : operational options that reduce use and cost, 57-70.
The impact of tipping recommendations on tip levels, 71-73.
A ski-industry challenge : Clashing cultures on the slopes, 74-79.