Hardbound. This interdisciplinary series focuses on new, fresh ideas in services marketing and management and is committed to encouraging scholars new to the area of services to pursue innovative and interdisciplinary services-related research. Also encouraged is work that crosses the boundaries between academic research and business practice. Leading scholars will delve into services issues such as service quality, internal marketing, service design, human resources in services, services operations, etc. Included are directions for future research and managerial implications.An added feature is a services in action section addressing in depth some aspect of a service organizations practice which is on the cutting edge. Leading service firms will share how they have innovatively applied services principles in business practice.

This title is part of a series which offers an interdisciplinary approach to the latest research and practice in services. Topics discussed in this title include the calculus of service quality and customer satisfaction and environmental and positional antecedents of management commitment to service quality.

This series is dedicated to topics such as service quality, internal marketing, service design, human resources practices and service systems, using theoretical research and the results of empirical studies. This volume concentrates on the effect on information technology on services performance, service quality, new service development, brand loyalty, and fair service. It also covers the relational aspects of services management such as the customer contact, customer-supplier relationships, and the social aspect of customer service loyalty.

" An essential resource for scholars, students, and all lovers of the Mountaineer State. From bloody skirmishes with Indians on the early frontier to the Logan County mine war, the story of West Virginia is punctuated with episodes as colorful and rugged as the mountains that dominate its landscape. In this first modern comprehensive history, Otis Rice and Stephen Brown balance these episodes of mountaineer individualism against the complexities of industrial development and the growth of social institutions, analyzing the events and personalities that have shaped the state. To create this history, the authors weave together many strands from the past and present. Included among these are geological and geographical features; the prehistoric inhabitants; exploration and settlement; relations with the Indians; the land systems and patterns of ownership; the Civil War and the formation of the state from the western counties of Virginia; the legacy of Reconstruction; politics and government; industrial development; labor problems and advances; and cultural aspects such as folkways, education, religion, and national and ethnic influences. For this second edition, the authors have added a new chapter, bringing the original material up to date and carrying the West Virginia story through the presidential election of 1992. Otis K. Rice is professor emeritus of history and Stephen W. Brown is professor of history at West Virginia Institute of Technology.