RICHARD B. CHASE

            Justin B. Dart Professor of Operations Management and Director of the Doctoral Program
                                                         Marshall School of Business
                                                      University of Southern California
                                                       Los Angeles, CA 90089-1421
                                              Ph: (213) 740-0184; Fax: (213) 740-7313
                                                e-mail: richard.chase@marshall.usc.edu

 PERSONAL DATA

            Married (Harriet)
            2151 Valley Drive
            Manhattan Beach, CA 90266
            (310) 545-1026

 UNIVERSITY EDUCATION 

Ph.D., 1966, University of California, Los Angeles, Operations Management
M.B.A., 1963, University of California, Los Angeles
B.S., 1962, University of California, Los Angeles, Business Administration

  ACADEMIC POSITIONS

2001 - Present            Director of Ph.D. Program, Marshall School of Business
1990 - Present            Justin B. Dart Professor of Operations Management, USC
1988-1989                  Visiting Professor of Production Management, Harvard Business School
1985-1995                   Director of the Center for Operations Management Education and Research, USC
1975-1985                   Professor of Management, University of Arizona
1976-1977                   Visiting Professor of Production Management, IMD, Lausanne, Switzerland
1970-1975                   Associate Professor of Operations Management, University of Arizona
1969                             Associate Professor of Management, Penn State University
1968-1969                   Assistant Professor of Management, Penn State University
1966-1968                   Assistant Professor of Business Administration, UCLA
1963-1965                   Research Assistant, Work Measurement Lab, UCLA

  ADMINISTRATIVE POSITIONS

2001 – present             Director, PhD Program, Marshall School of Business
1985-1998                    Founder/Director, Center for Service Excellence, USC 
1977-1979                   Head, Department of Management, University of Arizona

 MAJOR USC COMMITTEES

            Chair of Dean Review Committee of the Marshall School (1998)

            Dean’s Advisory Council, Chairman (1997-present)

            Dean of the Leventhal School of Accounting Review Committee (1998-99)

            Endowed Chairs Review Committee, Leventhal School of Accounting (1998-99)

            Personnel Committee (1992-1995)

            Dean Search Committee (1987-1988; 1993-1994)

            Research and Publication Committee (1985-88)

HONORS

            Fellow, Decision Sciences Institute

            Fellow, Academy of Management

             Cited as a Major Contributor in the past 20 years to the Field of Services Marketing, 

             Journal. of Retailing  survey,  vol. 69,  no,1,  1993

            Courtesy appointments in Departments of Management and Marketing USC

            Beta Gamma Sigma

            Outstanding Young Men of America

            Who's Who in International Education

            Who's Who in California

            Omega Rho Engineering Honorary Society

  OTHER

            Outside Evaluator—NYU Operations Management Program (1994)

            Service Chain Council - Evolve Software

            Advisor to Chalmers University, Goteborg, Sweden

            Advisor Arizona State University Business School

            Advisor to Evolve Software and Airborne 1

  COURSES TAUGHT

Graduate:  Interdisciplinary doctoral seminar in services, research seminar in operations management (Harvard), management of service operations, introduction to operations management, manufacturing strategy,  operating systems and organization structures.

Executive MBA (USC): Theme IV: Operations Management and Technology  (Theme Leader).

Undergraduate:  Operations management, production planning and control, TQM, and facilities layout, organizational behavior.

 DOCTORAL CHAIRMANSHIPS (I initiated the OM Ph.D. at USC in 1986)

            Blair Berkeley (Asst. Professor, University of Wisconsin, Madison)

            Deborah Kellogg (Asst. Professor, University of Colorado - Denver) [Runner-up in DSI Dissertation Competition, 1992]

            William Youngdahl (Asst. Professor, Thunderbird School of International Business)

            Andreas Soteriou (Asst. Professor, University of Cyprus)

            Douglas Stewart (Asst. Professor, Michigan State University) 

            Taylor Cox (Asst. Professor, University of Michigan)

  EDITORIAL ACTIVITIES

Co-Editor, Production and Operations Management special issue on Service Marketing and Operations (1999)

Special Editor, Management Science issue on Service Management (1995)

Editorial Advisory Board, Production and Operations Management Journal

Editorial Advisory Board, Journal of Operations Management

Editorial Advisory Board, Journal of Service Research (2000- present)

Editorial Board, Cornell Quarterly (2001- present)

Associate Editor, Management Science (1985-1992)

Associate Editor, Decision Sciences (1987-1989)

Editorial Board, Journal of Manufacturing and Operations Management (1988-1992)

Editorial Board, Academy of Management Executive (1987-1990)

Editorial Board, International Journal of Service Industry Management  (1989 – present)

Editorial Review Board, Journal of the Academy of Management (1979-1985)

Editorial Review Board, International Journal of Operations and Production Management

Editorial Board, International Journal of Production Economics (1992-1994)

Ad hoc reviewer for Journal of Marketing, Administrative Science Quarterly, Academy of Management  Review, Manufacturing & Service Operations Management Operations Research, Management Science, Organizational Sciences, and the National Science Foundation

PROFESSIONAL ORGANIZATIONS

Academy of Management (Chairman-Production/Operations Management Division, 1982-1983; Board of Governors, 1985-1987)

POM Society Board of Advisors

Operations Management Association (Board of Directors, 1985-1987)

American Institute for Decision Sciences

American Production and Inventory Control Society (Board of Directors, Tucson Chapter, 1979-1981)

INFORMS

Examiner, Malcolm Baldrige National Quality Award, 1989

PUBLICATIONS

              Books

Operations Management for Competitive Advantage  (with N. Aquilano and R. Jacobs), McGraw-Hill/Irwin, Inc., 1973, 1977, 1981, 1985, 1989, 1992, 1995, 1998, 2000.  (Among the three most widely adopted texts in Operations Management since 1974.) Reprinted in Spanish, Portuguese, Chinese, Simplified Chinese, and Russian.

Mistakeproofing--Designing the Errors Out of the System (with D. Stewart), Productivity Press, 1995.  (Reprinted in Icelandic.)

 Fundamentals of Operations Management (with N. Aquilano and M. Davis), McGraw-Hill/Irwin, Inc., 1991, 1994, 1998, 2000.

 Service Management Effectiveness (with D. Bowen and T. Cummings), Jossey-Bass, 1990.

  Management: A Life Cycle Approach (with D. Tansik and N. Aquilano), Richard D. Irwin, Inc., 1981.

Human Issues in Service Design (with Cook, Bowen, Dasu, Stewart, and Tansik),  Journal of Operations Management,  Vol 20, no. 1, May 2002.

Want to Perfect Your Company’s Service? Use Behavioral Science (with S. Dasu), Harvard Business Review, June 2001, pp. 78 - 85. (Cited in The 2002 List: “Breakthrough Ideas for Today’s Business Agenda”, HBR, March 2002)           

A Robust Approach for Improving Service Quality (with A.  Soteriou), M&SOM, vol. 2, no. 3, Summer, 2000, 264-257. 

Antecedents of New Service Development Effectiveness (with C. Froehle, A. Roth, and C.             Voss), Journal of Service Research, vol 3., no. 1, August 2000, pp. 3-17.  Finalist,  Best Paper Award for 2000 – 2001.

The Impact of Human Error on Delivering Service Quality (with Doug Stewart), Production and Operations Management,  vol. 8, no. 2, fall 1999, pp. 240 - 263.

How Do Financial Services Stack Up?  Findings from a Benchmarking Study of the US Financial Service Sector (with A. Roth and C. Voss) in Creating Value in Financial Services (E. Melnick, et. al editors), Kluwer Publishers, 1999, pp. 427 - 446.

Service Operations Management: A Field Guide (with Ray Haynes), Handbook of Services Marketing, T. Swartz, editor, Sage Publications, 1999, pp. 455-471.

A Critical Evaluation of the New Service Development Process: Integrated Service Innovation and Service Process Design (with S. Johnson, L. Menor and A. Roth), in Service Product Development,   J. Fitzsimmons and M. Fitzsimmons (eds.), 1999, pp. 1- 32.

Identifying Desirable Ranges of Customer Contact to Manage Service Quality (with A. Soteriou), Western DSI Conference Proceedings, 1995 (winner of Best Application Award). Journal of Operations Management, vol. 16, no. 3, 1998.

The Strategic Levers of Yield Management (with S. Kimes), Journal of Service Research, invited paper, vol. 1, no. 2, 1998, 495-508.  Reprinted in C. Lovelock, Services Marketing, 4^th ed., 2001.

Operations Management: Internationalization and Interdisciplinary Integration (with A. Zhang), International Journal of Operations and Production Management, invited paper on operations management development in the U.S., 1998.

The Mall is My Factory: Reflections of a Service Junkie, Production and Operations Management Society Journal, Vol. 5, No. 4, Winter 1996, pp. 298-308.

Constructing an Empirically Derived Measure for Customer Contact (with Deborah Kellogg), Management Science, November 1995, pp. 1734-1749.

Make Your Service Failsafe (with D. Stewart), Sloan Management Review, Vol. 35, No. 3, Spring 1994, pp. 35-44.

Reprinted as So gestalten Sie Ihren Service pannensicher, Harvard Business Manager, 2nd Quarter, 1995, pp. 81-94.

 An Exploratory Investigation of the Interdependence Between Marketing and Operations Functions in Service Firms (with J. Mahajan, A. Vakharia, and P. Paul) (lead article), International Journal of Research in Marketing, Vol. 11, 1994, pp. 1-15.

Service Quality Deployment: Quality Service by Design (with R. Behara), in Perspectives in Operations Management (conference in honor of Elwood S. Buffa, UCLA, November 1991), R. K. Sarin, ed., Kluwer Publishing, 1993, pp. 87-99.

A Production Planning and Scheduling System at an Environmental Laboratory (with S. Rajagopalan), International Journal of Production Economics (lead article), Volume 29, No. 1,  1993, pp. 125-138.

Failsafing Services (with D. Stewart), International Service Quality Handbook, E. Scheuing and W. Christopher, eds., American Management Association Books Division, 1993, pp. 347-357.

Service Based Manufacturing: The Service Factory (with R. Kumar and W. Youngdahl) Production and Operations Management , Vol. 1, No. 2, Spring 1992, pp. 175-184.

Applying Operations Strategy to Service Firms (with R. Hayes), in Advances in Service Management and Marketing:  Research and Practice, Brown et.al editors, JAI Press, 1992, pp. 53-74.

Service by Design (with W. Youngdahl), Design Management Journal (keynote article), Vol. 3, No. 1, Winter 1992, pp. 9-15.

Beefing-Up Operations in Service Firms (with R. Hayes), Sloan Management Review, Vol. 33, No. 1, Fall 1991, pp. 33-39.

The Service Factory: A Future Vision, International Journal of Service Industry Management, Vol. 2, No. 3, 1991, pp. 60-70. Reprinted (with D. Garvin) in Quality Service Conference Proceedings, 1992.

Dimensioning the Service Factory, in J. Ettlie et al. (eds.), Manufacturing Strategy: The Research Agenda for the Next Decade, Kluwer Academic Publishers, 1990.

Service Quality and the Service Delivery System: A Diagnostic Framework (with D. Bowen), in Quality in Service, S. Brown and L. Crosby (eds.), Lexington Books, 1989.

The Service Factory (with D. Garvin), Harvard Business Review, July-August 1989 (lead article), pp. 61-69.  (Highlighted in Tom Peters' Liberation Management, and other contemporary business books.)

  Reprinted in:

Pisano, G. and R. Hayes, Manufacturing Renaissance, HBS Press, 1995.

Simon, H.H., Industrial Dienstleistungen, Schaffer Poschel, Germany, 1993.

Service Management, Harvard Business School Press, 1991.

Also in Japanese, Korean, and Italian.

Integrating Operations and Human Resource Management in the Service Sector (with D. Bowen), in Strategy, Organization, Design, and Human Resource Management, C. Snow (ed.), JAI Press, 1989, pp. 293-329.

The Antecedents of Organizational Slack (with M. Sharfman, D. Tansik, and G. Wolf), Academy of Management Review, Vol. 13, No. 4, October 1988, pp. 601-614.

 The Service Factory (with W. Erikson), Academy of Management Executive, Vol. II, No. 3, 1988, pp. 191-216 (lead article).  (This is a completel different article from the one in the Harvard Business Review.)

Reprinted in:  Readings in Management, D. Rubenstein and R. Griffin (eds.), Houghton-Mifflin, 1989.

Operations Management: A Field Rediscovered (with E. Prentis), invited paper for the Journal of Management, (Vol. 13, No. 3, 1987, pp. 351-66.

A Sociotechnical Analysis of the Integrated Factory (with G. Susman), Journal of Applied Behavioral Science, special issue on sociotechnical systems, Vol. 22, No. 3, 1986, pp. 257-270.

The 10 Commandments of Service Management, invited paper for special productivity issue, Interfaces, Vol. 15, No. 3, May-June 1985, pp. 68-72.

Reprinted in Institute for Spanish Executives Alumni Bulletin (in Spanish), 1986.

Designing High Contact Service Systems: Applications to Branches of a Savings and Loan (with G. Northcraft and G. Wolf), Decision Sciences, Vol. 15, No. 4, Fall 1984, pp. 542-555.  (Nominated for the Stan Hardy Award for the outstanding OM paper in 1984.)

A Model for Managing Service Organization Demand at the Point of Delivery (with G. Northcraft), and Academy of Management Review, Vol. 10, No. 1, January 1985, pp. 66-85.

The Customer Contact Model for Organizational Design (with D. A. Tansik), Management Science, Vol. 29, No. 9, September 1983, pp. 1037-1050.

Reprinted in Managing Service Quality, G. Clark (ed.), IFS Press, 1990.

Motivating the Client/Employee System as a Service Production Strategy (with Mills and Margulies), Academy of Management Review, Vol. 3, No. 2, 1983, pp. 301-310.

Reprinted in Managing Services Marketing: Text and Readings,  John Bateson (ed.), The Dryden Press, 1989.

The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions, Operations Research, special issue on Operations Management, Vol. 29, No. 4, July 1981, pp. 698-706.

Reprinted in Managing Services: Marketing, Operations, and Human Resources, C. Lovelock (ed.), Prentice-Hall, 1988, 1992.

An Exploratory Study of Interrelationships Among Technological and Operational Variables in Paced Assembly Lines (with Kal Singhal), International Journal of Production Research, Vol. 9, No. 6, 1981, pp. 703-708.

A Classification and Evaluation of OM Research, invited paper, Journal of Operations Management, No. 1, August 1980, pp. 9-14.

Reprinted in Journal of Production and Inventory Management, Vol. 22, No. 2, 2nd Quarter, 1981, pp. 49-58.

Where Does the Customer Fit in a Service Operation? Harvard Business Review, Vol. 56, No. 6, November-December 1978, pp. 137-142.  (This is one of the three most cited papers in the field of services marketing according to the Journal of Retailing article by Berry, et al., Spring 1993.)

Reprinted in:  Classic Readings in Operations Management,  V.Sower, et. al

Dryden (1995);  Managing Services Marketing, J. Bateson (ed.), Dryden, 1992.

Services Marketing: Text, Cases, and Readings, C. Lovelock (ed.), Prentice-Hall, 1988.Harvard Business Review Series: Service Management, E. Sasser (ed.), 1979, pp. 13-18. Arizona Review, 2nd Quarter, 1979, pp. 16-21.

Advanced Management Reports (abstracted), January 1979, pp. 6-7.

Harvard Espansione (in Italian), 1983.

UNIVERSITY LECTURES

SELECTED EXECUTIVE EDUCATION/LECTURES

1996-2002

Gartner CRM Summit
Evolve Software Service Conference
GE Capital, Modular Space Division
American Marketing Association, Orange County Chapter
General Electric Training Center, Crotonville, NY
National Press Club, Washington DC
U.S. Department of Commerce, Washington DC
The Conference Board, New York, NY 
American Marketing Association
Southern California Gas Co. Service Excellence Seminar
Nurse Managers Association
Center for Service Excellence Roundtables (Chairman)

 1985-1995

TV Channel 9 Two Part Program on Service Quality

Bancomer of Mexico Executive Retreat

           Lucent Technologies Customer Appreciation Seminar

            Industry-University Partnership Conferences on Competitiveness (Co-developer and speaker). Partners were USC, Columbia, Cal Tech, and Carnegie-Mellon.

            DECorp./USC Concurrent Engineering Conference (Developer and speaker)

            USC Service Driven Organization Program (Academic Coordinator)

            USC Asia/Pacific Business Outlook Conference

            Harvard Program for Executive Development

            AT&T Information Management Briefing

            Mitsubishi Study Group on Information Technology

            Baldrige Quality Seminar for Magnetek Corporation

            USC Orange County Executive Briefing Series

            Service Marketing Institute, Arizona State University

            USC Kaiser Permanente Executive Program

            Los Angeles Police Department on Improving Customer Service

            Aloha Airlines Service Quality Program

            Index Management Technology Forum

            Toyota Autobody Corporation Management Seminar

            CAM-I Executive Forum on the Computer Integrated Enterprise

            Coopers & Lybrand Partners Meeting

            Marketing Science Institute Executive Program

            Westin Mission Hills Resort TQM Program

            Bonaventure Hotel TQM Program

            Greyhound Financial Corporation

CONFERENCE PROCEEDINGS

Virtual Customer Satisfaction: A Service Management Perspective, (with Johansson, W. and Ba, Sulin (faculty),  Americas Conference on Information Systems, August 5, 2001. Winner of Best Paper Award for the Conference of over 400 papers

International Service Study (with C. Voss and R. Roth), Decision Line (Decision Sciences Institute), May 1999, pp. 4 - 7.

The Relationship Between Internal, Delivery-Rated Information Service and Manufacturing Delivery Performance (with W. E. Youngdahl), 1992 Decision Science Conference Proceedings.

The Relationship Between Service Factory Role Performance and Traditional Manufacturing Performance Measures (with W.E. Youngdahl), 1991 Decision Science Conference Proceedings.

Service Quality: A Survey of Current Practice (with D. L. Kellogg and E. L. Rose), 1991 Decision Science Conference Proceedings.

The Effects of Sales Opportunities on M/M/S Service System Design (with B. Berkley), Proceedings of the 1986 National Decision Sciences Conference.

A Matrix for Linking Marketing and Production Variables in Service System Design, Proceedings of the 1985 National Decision Sciences Conference.

Modeling Service Processes, Berry, Shostack, and Upah (eds.), Emerging Perspectives on Service Marketing, American Marketing Association, 1983.

Decoupling Operations in Service Production Systems, Proceedings of the Fifth National Decision Sciences Conference, Fall 1982.

New Directions in Assembly Line Research, Proceedings of the Fifth National Decision Sciences Conference, Fall 1975.

Operations Management in Schools of Administration (with N. Aquilano), Proceedings of the Fourth Annual Decision Sciences Conference, November 1974, pp. 87-92.

Factors Affecting Readiness for Change Among Newspaper Production Workers, Arizona Review, February 1973, pp. 8-11.

A Review of Institution Building in India, invited book review, Journal of Asian Studies, October 1974, pp. 556-557.

 CASE STUDIES

American Golf  Revenue Management System (with Raj Rajagopalan), 1999.

Peninsula Beverly Hills: The Ingredients of a Five Star and Five Diamond Hotel, 1998.

Production Management at New Fidelity Bank (Service Systems), in T. L. Wheelen, and J. D.Hunger (eds.), Strategic Management and Business Policy, Addison Wesley, 1983.  Also  reprinted in A. J. Rowe, R. O. Mason, and K. E. Dickel, Strategic Management and Business Policy: A Methodological Approach, 2nd ed., Addison Wesley, 1985.

Pitman Publishing Company (Inventory Control), 1977.

Hughes Aircraft Company (MRP), 1979.

How High The Doc? (1974) and A Case of Prejudice? (1975) (Organizational Behavior).  Both reprinted in various management and personnel books.

PRESENTATIONS AT PROFESSIONAL MEETINGS

  “Panel on the establishment of a college of services in POMS,” POMS National meetings, San Francisco, March 3, 2002

“Services Benchmarking and E-Services,” INFORMS Annual Meeting, Maui, June 16-19 2001.    

"Shrink to Fit: Applying Psychological Concepts to Internet Service Encounters,"   

 Decision Sciences Conference, Orlando Florida, Nov. 19, 2000.

"Some Findings from Social Psychology and Their Application to Service Encounter

Design," National INFORMS Conference, Salt Lake City, May 17, 2000.

"Academic versus Real World Perspectives (on service) Is there a Paradox?" Service Operations Management Association 1999 International Conference, August 22 - 25, Boston.          

"Globalization of Services: Research Implications from the International Service Study",  Decision Sciences Institute 30^th Annual Meetings, New Orleans, November 20 -23, 1999.

Achieving World Class Service, Plenary speech, XXXIII Annual Assembly of the Council of Latin American Schools of Administration, Santo Domingo, Dominican Republic, October 1998.

Theory Development in Service Operations Management, Services Mini Conference, Decision Sciences Meetings, Las Vegas, NV, November 1998.

Service Competitiveness—An International Benchmarking Comparison of Service Practice and Performance in Germany, UK and USA, (with A. Meyer, A. Roth, C. Voss, K. Blackmon, K. Sperl, and E. Rose), QUIS Conference, Norwalk, CT, July 1998.

Service Operations’ Contributions to OM’s History of Thought, Plenary Speech, Production and Operations Management Society Meeting, Santa Fe, NM, March 1998.

Benchmarking U.S. Services, Plenary Speech, Quality and Management: Quality Now and Directions for the 21^st Century Conference, Arizona State University, Tempe, AZ, March 1998.

Teaching Graduate Service Management, National Decision Sciences Meeting, San Diego, CA, November 1997.

Benchmarking U.S. Services Workshop: Results and Implications, National Decision Sciences Meeting, San Diego, CA, November 1997.

A Cross-Functional Doctoral Seminar on Services, Productions Management Society Annual Meeting, Indianapolis, IN, April 1996.

Hot Topics in Service Research, Invited Presentation, National DSI Conference, Boston, MA, November 1995.

Reflections on the Field of Service Operations Management, Plenary Speech, Production and Operations Management Society Annual Meetings, Pittsburgh, PA, October 1995.

Seeking Perfection in Service Delivery, Keynote Speech, Operations Management Association Meetings, Warwick, England, 1993.

Failsafe Service, Service Productivity and Quality Challenge Conference, the Wharton School, 1992.

The Customer Dimension--Learning from Services, Operations Management Association Conference, Duke University, 1992.

Service Quality Deployment, Perspectives in Operations Management Conference in Honor of Elwood S. Buffa, UCLA, 1991.

A Service Research Agenda for the 1990s, National DSI Meetings, San Diego, 1990.

State of the Art Service Concepts, International Service Management Conference, Toulon, France, 1990.

The Service Factory, Quality in Service II, Norwalk, Connecticut, 1990.

Redefining the Management/Marketing Interface Through the Service Factory Concept, National ORSA/TIMS Meetings, Las Vegas, Nevada, 1990.

Dimensioning the Service Factory, National DSI Meetings, New Orleans, 1989.

Structuring Operations for Revitalization, National Academy of Management Meetings, Washington, D.C., 1989.

Research Strategies in OM, National Academy of Management and Doctoral Consortium, New Orleans, 1987.

Research in Operations Management, National Meeting, Academy of Management Doctoral Consortium, Chicago, Illinois, 1986.

Future Directions of P/OM: Conversation with Leaders, National Academy of Management Meetings, San Diego, August 1985.

Introducing Productivity into P/OM Curricula, AACSB Special Seminar on Productivity in Business School Curricula, National Productivity Center, Houston, Texas, March 1985.

A Research Viewpoint on What's New in Services, National DSI, Toronto, Canada, November 1984.

A Methodology for Designing Branch Operations, International Conference on Service Research, Aix-en-Provence, France, 1984.

An Operational Taxonomy for Service Systems, National Academy of Management Meetings, Dallas, Texas, August 1983.

Designing Service Systems, invited speaker, Second Annual AMA Service Marketing Conference, Palm Beach, Florida, November 1982.

Evolving Role of the POM Division in the Academy of Management, National Academy of Management Meetings, New York, August 1982.

Defining the Conceptual Base of OM, National Academy of Management Meeting, San Diego, August 1981.

Improving Service System Productivity, National AIDS, Las Vegas, Nevada, November 1980.

The Customer Contact Approach to Services, featured speaker, Cable TV Industry Conference, San Francisco, January 1979.

Are There Operations Policies for Services?  National Academy of Management Meeting, Atlanta, Georgia, August 1979.

Scheduling in Service Industries, National AIDS, New Orleans, November 1979.

Implementing Decision Science Recommendations, Southwest AIDS Meeting, Dallas, March 1978.

STS and MRP: Contrasts and Conflicts (with J. W. Dickson), National ORSA/TIMS Meeting, Los Angeles, November 1978.

Research on Service Systems, Production Management Professor's Conference, Bradford, England, March 1977.

POM in the U.S., Conference on Production Management, Fontainebleau, France, October 1976.

The Role of the Executive in Assembly Line Selection, Western Division, Academy of Management, Las Vegas, Nevada, March 1975.

On the Termination of Productive Systems, Western Division Meeting, American Institute for Decision Sciences, San Diego, California, March 1973.

Post Work Fatigue:  Is It Worker Exploitation? Western Division Meeting, Academy of Management, Reno, April 1973.

Advances in Work Design and Measurement, Industrial Engineering Conference, University of Southern California, October 1966.

Work Physiology Symposium,  Rochester, New York, 1966.