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“Communication Breakdown.” Marketing Management, Volume 14, Number 6; Winter 2005, pp. 24-30. “Uncovering Customer Value: The value of variability: Are your processes in synch with your desired outcomes?” Marketing Management, Volume 9, Number 4; Summer 2000, pp. 4-5. “Uncovering Customer Value: Building customer centricity through extraordinary guarantees.” Marketing Management, Volume 9, Number 1; Spring 2000, pp 4-5. “Uncovering Customer Value: Customers are your business, but why is it so hard to stay customer-centric?” Marketing Management, Volume 8, Number 4; Winter 2000, pp. 6-7. “Uncovering Customer Value: Sacrificial Offerings.” Marketing Management, Volume 8, Number 3; Fall 1999, pp. 6-7.
Ostrom, Amy L. and Christopher W. Hart, "Service Guarantees: Research and Practice," Handbook of Services Marketing and Management, Dawn Iacobucci and Terri Swartz (eds.) (Sage Publications, Inc. 2000) pp. 299-313. Extraordinary Guarantees: Achieving Breakthrough Gains in Quality and Customer Satisfaction (New York: AMACOM, Revised 1998). “Made to Order.” Marketing Management, Volume 5, Number 2; Summer 1996, pp. 10-22. “Mass Customization: Conceptual Underpinnings, Opportunities and Limits.” International Journal of Service Industry Management, Volume 6, Number 2, 1995. pp. 36-47. “Building the Trust Relationship.” International Journal of Service Industry Management,Volume 6, Number 2, 1995. pp. 36-47. “The Power of Internal Guarantees.” Harvard Business Review, January-February, 1995, pp. 64-73. (Reprint #95106) “Report Card on TQM.” Management Review, January 1994, pp. 22.
“Guarantees Or Your Money Back,” Business Ethics November-December 1993, pp. 30. “The Power of Guarantees as a Quality Tool,” CMA The Management Accounting Magazine, July-August 1993, pp. 28. Extraordinary Guarantees: A New Way to Build Quality Throughout Your Company & Ensure Satisfaction for Your Customers (New York: AMACOM, 1993. Revised 1998). “Using Service Guarantees.” Internal Service Quality Handbook, (New York: AMACOM, 1993). “Students Aren’t Learning Quality Principles in Business Schools.” Quality Progress Vol. XXV, Number 1, January 1992, pp. 25-27. Co-authored with Paul E. Morrison. “A Retailing Approach to Quality.” Retail Business Review, December 1992, pp. 18-24. The Baldrige: What It Is, How It’s Won, How To Use It To Improve Quality In Your Company (New York: McGraw-Hill, Inc., 1992). Co-authored with Christopher E. Bogan. “Guarantees Come to Professional Service Firms.” Sloan Management Review, Spring 1992, Volume 33, Number 3. pp. 19-29. Co-authored with Leonard A. Schlesinger and Daniel J. Maher. (Reprint #3332) “Stand By Your Service.” Automotive Executive, June 1991, pp. 19-20. Co-authored with Charles A. Jaffe. “Total Quality Management and the Human Resource Professional: Applying the Baldrige Framework to Human Resources.” Human Resource Management, Winter 1991, pp. 433. Co-authored with Leonard Schlesinger. “Hampton Inns Guest Satisfied with Satisfaction Guarantee.” Marketing News, February 4, 1991, pp. 7. “Using the Baldrige Criteria for Assessment and Continuous Improvement.” Human Resources: Policies and Practices. (Boston: Warren Gorham Lamont, 1991.) "An Objective Look at Unconditional Service Guarantees." The Bankers Magazine November/December 1990, pp. 80-83. “Creating a Service Guarantee That Will Gain and Retain Customers for Your Company.” Sound Business, July 1990, pp. 21-22. Service Breakthroughs: Changing the Rules of the Game (New York: The Free Press, 1990). Co-authored with W. Earl Sasser and James L. Heskett. “The Profitable Art of Service Recovery.” Harvard Business Review, July-August 1990, pp. 148-156. (Reprint #90407) Co-authored with James L. Heskett and W. Earl Sasser. “The Power of Unconditional Service Guarantees.” Harvard Business Review, July-August 1988, pp. 46-62. (Reprint #88405) Winner of McKinsey Outstanding Article Award. Strategic Marketing in the Lodging Industry (East Lansing, MI: Educational Institute of the American Hotel and Motel Association, 1986). Co-authored with David A. Troy. “Structural Forces Affecting the Competitive Environment of the Food service Industry.” Hospitality Education and Research Journal 10 (2): 57-78. “Future Evolution of the Foodservice Industry.” Hospitality Education and Research Journal 10 (2): 119-136. Co-authored with Gary Spizizen. “Management Development in the Foodservice Industry.” Accepted by the Hospitality Education and Research Journal. 10 (3): 56-86. Co-authored with Gary Spizizen and Christopher Muller. “Quality Improvement Basics: Detecting, Analyzing, and Eliminating Errors.” Quality Assurance Manual. (Lansing, MI: The Educational Institute of the American Hotel & Motel Association). 1986. “Quality: A Brand New, Time Tested Strategy.” The Cornell Hotel and Restaurant Administration Quarterly, November 1985, pp. 52-63. Co-authored with Gregory Casserly. Winner of 1985 H.B. Meek Article-of-the-Year Award. “Active Learning and the Case Method: Theory and Practice.” The Cornell Hotel and Restaurant Administration Quarterly, August 1985, pp. 63-66. Co-authored with Gary Spizizen. “A Winning Strategy: Quality Assurance.” Vacation Industry Review, May 1985, pp. 28-36. “Resort Timeshare Financing.” Chapter 29 in The Handbook of Mortgage Banking, James M. Kinney, editor (IL: Dow Jones-Irwin). 1985. Co-authored with Robert E. Adams. “The Product Life Cycle: How Useful?” The Cornell Hotel and Restaurant Administration Quarterly, November 1984, pp. 54-63. Co-authored with Greg Casserly and Mark Lawless. The Case Method: Learning Theory, Process, and Implementation (June 1984). Cornell School of Hotel Administration. Co-authored with Gary Spizizen. “Scale Economies and the Experience Curve: Is Bigger Better for Restaurant Companies?” The Cornell Hotel and Restaurant Administration Quarterly, May 1984, pp. 90-103. Co-authored with Gary Spizizen and D. Daryl Wyckoff. “Timeshare Projects and Resort Hotels: A Comparison of Utility Provided and Industry Cost Structure.” Proceedings of World Hospitality Congress II (March 1984). “The Nature of the Timesharing Industry: A Descriptive Analysis.” Proceedings of World Hospitality Congress II (March 1984). “Forces That Shape Restaurant Demand.” The Cornell Hotel and Restaurant Administration Quarterly, November 1983, pp. 7-17. Co-authored with Mark Lawless. Winner of 1984 H.B. Meek Article of the Year Competition. “Floating Time Gains Consumer Enthusiasm.” Timesharing Industry Review, October 1983, pp. 14-15. Co-authored with Joan S. Livingston. “Past, Present, and Future Trends in the Foodservice Industry and Their Implications for Hospitality Education” (September 1983). 129 pages. Co-authored with Gary Spizizen and Joan S. Livingston. Internal School report for curriculum-review task force. “Lead Generation Taken 13 Ways.” Timesharing Industry Review, September 1983, pp. 16-17. “Consumer Decision to Purchase at a Specific Project.” Timesharing Industry Review, August 1983, pp. 13-14; 15. Co-authored with Joan S. Livingston. Timeshare Developer Study. Sponsored by Bank of California, 1983. 334 pages. “Designing a Feasibility Study.” Timesharing Industry Review, December 1982, pp. 12A-14A. “The Commercial Condominium Hotel: Considerations for Developers.” The Cornell Hotel and Restaurant Administration Quarterly, November 1982, pp. 50-57. Co-authored with Peter M. Gunnar and C. Starr Atwood. “Financing the Time-Share Project.” Real Estate Review, Fall 1982, pp.72-79. Co-authored with Sara Pfrommer. “The Perceived Value Approach to Pricing.” Resort Timesharing Today, June 1982, pp. 19-22. “A Theoretical Model of the Financial Performance of Timeshare Projects.” Ph.D. dissertation, Cornell University, 1982. “The Timeshare Feasibility Study: Forecasting Sales Performance.” The Cornell Hotel and Restaurant Administration Quarterly, May 1982, pp. 18-30. “A Method for Valuing Timeshare Intervals.” Timesharing Industry Review, April 1982, pp. 30-31; 34. “The Market for High End Timeshares.” Resort Timesharing Today, September 1981. “Timesharing: Part of the Hotel Equation.” The Cornell Hotel and Restaurant Administration Quarterly, November 1980, pp. 49-57. Winner of 1980 H.B. Meek Article-of-the-Year Award. “Selling Condo Conversions: The Sizzle Sell.” The Condominium, October 1980. “A Method for Valuing Timesharing Intervals.” Real Estate Review, Summer 1980, pp. 107-113. “Success Depends Upon Good Sales and Marketing.” The Condominium, July/August 1980. CASE STUDIES(Harvard Business School Case numbers follow titles) The Malcolm Baldrige National Quality Award 9-690-001 American Repertory Theatre 9-688-120 Westlake Cinemas 9-689-004 The Customer Complaint (A) 0-687-040 The Customer Complaint (B) 0-688-012 The Paul Revere Insurance Company (A) 9-687-013 The Paul Revere Insurance Company (B) 9-687-033 The Quality Question 9-688-042 Florida Power and Light's Quality Improvement Program 9-688-043 The Quality Improvement Story Exercise 9-688-039 GSG Hotel Corp. 9-688-054 Club Med (A) 9-687-046; and Club Med (B) 9-687-047 Caruso’s Pizza: Express Delivery (A) 9-687-024 Caruso's Pizza: Express Delivery (B) 9-687-025 Caruso’s Pizza: Express Delivery (condensed) 9-687-071 Americana (A) 9-687-016 Americana (B) 9-687-017 The Galleon 9-685-082 |
“Growing
the Trust Relationship.” Marketing Management, Volume 5,
Number 2; Spring 1999, pp. 9-22. Co-authored with Michael Johnson,
Ph.D.
“What’s
Wrong—and Right—With the Baldrige Awards,” Chief Executive,
November-December 1993, pp. 36.© 2005 Spire Group. All rights reserved