...John W. Henry As the USA continues to progress toward a service‐based economy, the role of the service employee as a contributor to the success of the organization assumes greater prominence. Examines the pivotal role of the field engineer (FE) in a plain paper copier company. Using qualitative...

...Scott Edgett Recent changes in the financial services industry have placed unprecedented pressure on senior managers to develop and launch new services. Presents the results of a study into the development activities of new financial services through a comparison of successful and unsuccessful new...