Issues > Summer 2001

Volume 43
Issue 4

Table of Contents

Uncovering Patterns in Cybershopping
article 01 Aug 2001 | Wendy Moe, Peter Fader

Tradeoffs in Responses to Work Pressure in the Service Industry
article 01 Aug 2001 | Rogelio Oliva

The Customer Pyramid: Creating and Serving Profitable Customers
article 01 Aug 2001 | Valarie Zeithaml, Katherine Lemon, Roland Rust

System Dynamics Modeling: Tools for Learning in a Complex World
article 01 Aug 2001 | John Sterman

Past the Tipping Point: The Persistence of Firefighting in Product Development
article 01 Aug 2001 | Nelson Repenning, Paulo Gonçalves, Laura Black

Nobody Ever Gets Credit for Fixing Problems that Never Happened: Creating and Sustaining Process Improvement
article 01 Aug 2001 | Nelson Repenning, John Sterman

A Framework for Customer Relationship Management
article 01 Aug 2001 | Russell Winer

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