This paper explains the dynamics of airline alliances. Using a system dynamic approach we shall first describe the driving forces behind the formation of alliances before going on to examine the inherent stability of alliances, both internally and externally. Understanding the dynamics of...

The erosion of service quality throughout the economy is a frequent concern in the popular press. The American Customer Satisfaction Index for services fell in 2000 to 69.4%, down 5 percentage points from 1994. We hypothesize that the characteristics of services---inseparability, intangibility,...

Managing highly skilled employees is extremely complex because of the need to balance the costs and time lags associated with their training against the need to meet demand as quickly as possible. Unlike previous approaches to this problem in the staffing literature, this paper develops an...