Considers the concept of the "listening" organisation and its influence on service and business performance. Specifically reports on empirical research which investigated the link between service quality information practices, the listening organisation and service and business performance. In...

Examines the complex relationship between listening and training practices and service performance by deconstructing an earlier model of service management developed by the London Business School and Warwick Business School in the UK. This research hypothesizes that the nature of the...

This report is a follow-up study to last year's CalSpeed publication, "High-Speed Trains for California," Working Paper No. 565. The purpose of this paper is to test rigorously and critically the cost estimate methodology presented in that previous working paper. This has been accomplished...

This paper examines the relationship between changes in telecommunications provider competition on international long-distance routes and changes in prices. Overall, increased competition is associated with significantly lower prices to consumers of long-distance services. However, the...

This paper analyses theoretically and empirically issues in optimal pricing with excess hospital capacity, and then applies the analysis to the issue as to whether Medicare and Medicaid payments cover the marginal costs of treating patients of each type. The primary innovation of this paper lies...