| Peer-Reviewed Journal Articles: |
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"Entrepreneurial skills assessment: An exploratory study (with Ken Schallenkamp and Douglas E. Eichholz)," International Journal of Management and Enterprise Development, Vol. 4, No. 2, 2007, pp. 179 – 201. |
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"Entrepreneurial skills assessment: the perspective of SBCS directors (with Ken Schallenkamp)," International Journal of Management and Enterprise Development, Vol. 5, No. 1, 2007, pp. 18 – 29. |
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"K-C Model of three customer contact dimensions: An exploratory hospital
field test (with Mohammad I. Chowdhury)," International Journal of Services and Standards, Vol. 3, No. 3, 2007, pp. 299-311. |
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"Taking an Entrepreneurial Education Resource Inventory: An Exploratory Case Study," International Journal of Management in Education, Vol. 1, Nos. 1/2, 2007, pp. 119-137. |
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"Experiential Tourism around the World and at Home: Definitions and Standards," International Journal of Services and Standards, Vol. 2, No.1, 2006, pp. 1 – 14. |
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"Experiential Tourism Standards: The Perceptions of Rural Tourism Providers," International Journal of Services and Standards, Vol. 2, No. 3, 2006, pp. 273-285. |
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"Goals and Characteristics of Family-owned Small Businesses: An International Replication and Comparison between Middle America and Western Australia Hospitality Provider," International Journal of Management and Enterprise Development, Vol. 3 - No. 3, 2006, pp. 212 - 226. |
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"Understanding diffusion of technology (internet/e-mail usage) in rural Bed and Breakfast operations: A three-year longitudinal study," International Journal of Innovation and Learning, Vol. 4, No. 2, 2006, pp. 160-171. |
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"Choosing an entrepreneurial development system: the concept and the challenges," International Journal of Management and Enterprise Development, Volume 2, Issue 3/4, 2005, Pages 349-359. |
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"Unlawful Discrimination in Employment: A Condition Not Unlike the Flu (with Kevin B. Johnson)," Journal of Individual Employment Rights, Vol. 11, No. 1, 2004, 75-85. |
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"Does B & B Management Agree with the Basic Ideas Behind Experience Management Strategy?," Special Issue on Experience Design and Management in Services, Journal of Business and Management, Vol. 9 No. 3, 2003, pp. 233-247. |
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"Customer Service Call Centers: Managing Rapid Personnel Changes," Human Systems Management, Vol. 20, No. 2, 2001, pp. 123-129. |
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"Ten Facts of Life for Distance Learning Courses," Tech Trends, Volume 44, No. 1, 2000, pp. 12-15. |
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"Integration of World Wide Web Resources into Instruction of Progressive Undergraduate Management Classes," The Journal of Private Enterprise, Vol. 13, No. 1, Fall, 1997, pp. 162-166.. |
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"A Framework for the Application of Uncertainty Reduction (UCR) Theory to Service Encounters," The International Journal of Organizational Analysis, Vol. 4, No. 3, 1996, pp. 299-308. |
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| Conference Proceedings: |
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"Entrepreneurs vs. Experts: Which Skills are Critical to Success? (with Ken Schallenkamp)," Midwest Academy of Management, 2006. |
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"Findings of an Exploratory Study Relating to Venue Management Strategy for the Experience Economy," Proceedings at the Southwest Decision Sciences Institute Annual Meeting, Houston, Texas, 2003. |
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"Web-based Tourism: A Kansas B N’ B Snapshot," 2002 Annual Meeting, Southwest Decision Sciences Institute, Managerial/Behavioral Issues Track, St. Louis, MO, 2002. |
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"Sharing, Knowledge, and the Internet," Thirty-Second Annual Conference of the Southwest Decision Sciences Institute, New Orleans, LA, 2001. |
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"A Taxonomy of Call Center Systems Development and Management," Southwest Decision Sciences Institute, San Antonio, TX, 2000. |
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"International Strategies for Call Center Siting," Midwest Academy of Management, Chicago, IL, 2000. |
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"Internet Access and End User Training in Fortune 500 Companies (with Don Miller and James Wenger)," Southwest Business Symposium,, 2000. |
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"Creating a ‘Unique Educational Experience:’ The Professor as Performer and More," Midwest Academy of Management, Lincoln, NE, 1999. |
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"Strategies of Uncertainty Reduction in the Service Encounter," Decision Sciences Institute, Las Vegas, NV, 1998, pp. 353-355.. |
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"Uncertainty Reduction (UCR) Theory in Service Encounters: A First Empirical Test," Midwest Academy of Management, Kansas City, MO, 1998. |
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"Virtual Sandcastles: Developing Distance Learning Environments," Association for Educational Communications and Technology (AECT), St. Lous, MO, 1998. |
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"Web-Walking: Developing Practical Web-Based Course Materials," Association for Educational Communications and Technology (AECT), St. Louis, MO, 1998. |
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"Contextual Influences on Perceptions of Skill Importance Ratings by Nurses: An Empirical Field Study," Midwest Decision Sciences Institute, Indianapolis, IN, 1997, pp. 175-177. |
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"Services Management Instruction Exclusively via the World Wide Web and E-Mail Media," Decision Sciences Institute, San Diego, CA, 1997, pp. 118-120.. |
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"Customer-Contact Measurement: A Test of a Modified K-C Model," Midwest Decision Sciences Institute, Production/Operations Management Track, South Bend, IN, 1996, pp. 203-206. |
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"K-C Model of Customer-Contact: A First Hospital Field Test," Decision Sciences Institute, Orlando, FL, 1996, pp. 1580. |
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"Perceptions of Skill Importance Ratings for Performance Appraisal by Job Classification and Organization," Academy of Management, Cincinnati, OH, 1996, p. 488. |
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"Perceptions of Skill Importance Ratings for ‘Low’ Versus ‘High’ Customer-Contact Job Classifications," Southwest Decision Sciences Institute, San Antonio, TX, 1996, p. 238. |
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| Books: |
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"Virtual Sandcastles: Teachers and Learning at a Distance," Vision to Action Publishers, 1999. |
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| Book Chapters: |
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"Scripting the Service Encounter: Models for Relationship and Encounter Modes," Service Product Development, James A. Fitzsimmons and Mona J. Fitzsimmons, Eds.,, 2000, pp. 239-263. |
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| Presentations: |
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"Services Management in the Mid-America Bed and Breakfast Industry: Diffusion of Technology in Three States Based on a Three Year Longitudinal Study," Southwest Decision Sciences Institute Annual Meeting, Orlando, Florida, 2004. |
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"Diffusion of Technology in Mid-American Tourism Hospitality Industry: Initial Results of a Longitudinal Study," National Meeting of the Decision Sciences Institute, Washington, DC, 2003. |
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"Findings of an Exploratory Study Related to Venue Management Strategy for the Experience Economy," Southwest Decision Sciences Institute Annual Meeting, Houston Texas, 2003. |
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"Characteristics and Goals of Family and Owner-Operated Business: A Replication and Extension to Bed and Breakfast Operations in Middle America," 2002 Annual Meeting of the Decision Sciences Institute, San Diego, CA, 2002. |
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"Technology Diffusion in Bed and Breakfast Operations: A Web-based Tourism Four State Snapshot," 2002 Annual Meeting of the Decision Sciences Institute, San Diego, CA, 2002. |
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"Noble Failure Breeds Innovation at The Charles Schwab Corporation: A Case Study," NACRA, San Antonio, TX, 2000. |
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"Management Students as Web Weavers," Decision Sciences Institute, New Orleans, LA, 1999. |
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"Scripting the Service Encounter," Second International Workshop on Research on Information Technology in Zervices (RITZ), Paris, France, 1998. |
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| Other: |
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"School of Business Assessment Process (with P. Lane and J. Rich)," Poster Session, Jan 29th, 2008. |
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"Web Review and Maintenance," Today's School, Vol. 2 No. 5, 2002, pp. 36. |
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"Personnel Changes in Call Center Management," Research Forum Poster Exhibit, Call Center Research, Memorial Union, Emporia State University, 2000. |
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"Experience Counts: How Older Workers Can Enrich Your Church Staff," Your Church, Vol. 44, No. 6, 1998, pp. 62-63. |
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"Safeguard Your Church: Practical Guidelines for Screening Volunteers," Your Church, Vol. 44, No. 2, 1998, pp. 62-63. |
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"Succession Planning Requires a Plan: Start with These Five Keys to Growth and Prosperity," Christian Retailing, 1998, pp. 98, 100, 102. |
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"Discover the Benefits of Hiring Older Workers," Christian Retailing, 1997, pp. 64. |
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"Getting Loans and Credit," Dance Teacher, Vol. 19, No. 10, 1997, pp. 91-95.. |
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"Paper Shuffling: How Long Must You Hold on to Your Records?," Your Church, Vol. 43, No. 2, 1997, pp. 24-25. |
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"Special Office, Special Needs," Your Church, Vol. 43, No. 4, 1997, pp. 58-59.. |
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"Conflict in the Workplace: Go Along Just to Get Along?," Cleaning and Maintenance Management Magazine, Vol. 33, No. 10, 1996, pp. 30, 32. |
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"Do I Need to Make a Business Plan?," Bee Culture: The Magazine of American Beekeeping,, Vol. 124, No. 5, 1996, pp. 286-287. |
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"Focus Three - For Me?," Mini-Storage Messenger, Vol. 17, No. 6, 1996, pp. 67-68. |
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"Hiring by the Book: Do Your Procedures Comply with the Law?," Optometric Economics, Vol. 6, No. 2, Spring, 1996, pp. 42-46. |
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"Hobby or Business: Why Should I Care?," Byline, Issue 195, 1996, pp. 12-15. |
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"Loans and Credit," Inside Self-Storage, Vol. 6, No. 11, 1996, pp. 20, 22.. |
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"Managing or Leading? To Do Both, Pastors Should Know the Difference," Your Church, Vol. 42, No. 2, 1996, pp. 29-31. |
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"Money at Work: How Long Do I Have to Keep This?," The Crafts Report, 1996, p. 31. |
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"Ready, Aim, Hire: Know What You Can and Can’t Ask Job Applicants," Cleaning and Maintenance Management Magazine, Vol. 33, No. 6, 1996, pp. 286-287. |
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"Retention Rules Can Help You Decide Which Records to Save, Which to File and Where," Writer’s Connection, Vol. 14, No. 3, 1996, pp. 10, 20. |
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"Take Charge! Making a Business Plan is Essential for Your Career Development," Minority Engineer, Vol. 17, No. 2, Winter, 1996, pp. 14-15. |
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"Ten Ways to Guarantee a Tax Audit: Avoid a “Taxing” Situation with the IRS," Cleaning and Maintenance Management Magazine, Vol. 33, No. 3, 1996, pp. CS-5-7. |
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"The Secrets to Getting a Loan: How Do You Get Lenders to Give You the Cash You Need for Your Business?," IDEA Fitness Manager, 1996, pp. 5-6. |
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"The Top 10 Items That Will Get Your Business Audited," Water Technology, Vol. 19, No. 2, 1996, pp. 118-120. |
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