Spring 1991 Volume 32, Number 3

Beating Murphy's Law
W. Bruce Chew, Dorothy Leonard-Barton and Roger E. Bohn

Breaking the Cycle of Failure in Services
Leonard A. Schlesinger and James L. Heskett

Understanding Customer Expectations of Service
A. Parasuraman, Leonard L. Berry and Valarie A. Zeithaml

America's Most Successful Export to Japan: Continuous Improvement Programs
Dean M. Schroeder and Alan G. Robinson

When Is It Legal to Lie in Negotiations?
G. Richard Shell

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