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While the U.S. economy has been dominated by services for many decades, understanding issues of service provision has lagged traditional goods-based research (e.g. Brown and Bitner 2006). Issues including service productivity, new service design and innovation, customer participation and B2B service coordination remain underexplored areas that are critical to managing service businesses. Additionally, as healthcare business issues are increasingly garnering attention in the popular press, these issues have become exposed as critical to improving service design, delivery and management. Dr. Gallan's research aims to address issues in service research, often within the context of the delivery of healthcare. This combination of theoretically interesting and contextually informative research is the basis for Andrew's projects.
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