• (In press, 2008) "Networking and Entrepreneurial Ventures" (Co-authored with Ken Schallenkamp) at Intermational Journal of Management and Enterprise Development
• "Entrepreneurial Skills Assessment: The Perspective of SBDC Directors" (Co-authored with Ken Schallenkamp), Intermational Journal of Management and Enterprise Development, Vol. 5, No. 1, 2008, pp. 18-29.
• "K-C Model of Three Customer-Contact Dimensions: An Exploratory Hospital Field Test" (Co-authored with Mohammad Chowdhury), International Journal of Services and Standards, Vol. 3, No. 3, 2007, pp. 299-311.
• "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.
• "Entrepreneurial Skills Assessment: An Exploratory Study" (Co-authored with Ken Schallenkamp and Douglas E. Eichholz), International Journal of Management and Enterprise Development, Vol. 4, No. 2, 2007, pp. 179-201
• “Understanding Diffusion of Technology in Rural Entrepreneurship Operations: A Three Year Longitudinal Study,” International Journal of Innovation and Learning, 2007, Vol. 4, No. 2. pp. 160-171.
• “Experiential Tourism Standards: The Perceptions of Rural Tourism Providers,” International Journal of Services and Standards, Vol. 2, No. 3, 2006, pp. 273–285.
• "Goals and Characteristics of Family-Owned Small Businesses: An International Replication and Comparison between Middle American and Western Australia Hospitality Providers,” International Journal of Management and Enterprise Development, Vol. 3, No. 3, 2006, pp. 212-226.
• "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.
• "Choosing an entrepreneurial development system: the concept and the challenges," International Journal of Management and Enterprise Development, Vol. 2, Nos. 3/4, 2005, pp. 349-359.
• "Unlawful Discrimination in Employment: A Condition Not Unlike the Flu," Journal of Individual Employment Rights, Vol. 11, No. 1, 2003-2004, pp. 75-85. (Co-authored with Kevin B. Johnson)
• “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.
• "Findings of an Exploratory Study Related to Venue Management Strategy for the Experience Economy," Proceedings at the Southwest Decision Sciences Institute Annual Meeting, Houston, Texas, March, 2003.
• "Web-based tourism: A Kansas B N' B Snapshot," Proceedings of the 2002 Annual Meeting, Southwest Decision Sciences Institute, Managerial/Behavioral Issues Track, St. Louis, MO, March 5-9, 2002.
• "Venue management strategy for the experience economy,” Proceedings of the 2001 Annual Meeting, Midwest Decision Sciences Institute, Operations Management Track, Dearborn, MI, April 26-28, 2001.
•  "Customer Service Call Centers: Managing Rapid Personnel Changes," Human Systems Management, Volume 20, Number 2, pp. 123-129, 2001.
• “Sharing, Knowledge, and the Internet,” Proceedings of the Thirty-Second Annual Conference of the Decision Sciences Institute, New Orleans, LA, February 28 - March 3, 2001.
•  “Ten Facts of Life for Distance Learning Courses,” Tech Trends, Volume 44, No. 1, 2000, pp. 12-15.  (Co-authored with Annette Lamb)
• "A Taxonomy of Call Center Systems Development and Management,” Decision Sciences Institute, San Antonio, TX, March 15-18, 2000.
• “Internet Access and End User Training in Fortune 500 Companies,” Business Symposium, April 20, 2000.  (Co-authored with Don Miller and James Wenger)
• “International Strategies for Call Center Siting,” Academy of Management, Chicago, IL, March 30 - April 1, 2000.
• "Scripting the Service Encounter," in New Service Development: Staging Memorable Service Experiences, James A. Fitzsimmons and Mona J. Fitzsimmons, Eds., Sage Publications. 2000. (Co-authored with David A. Tansik)
• Virtual Sandcastles: Teaching and Learning at a Distance, Vision to Action Publishers. 1999.  (Co-authored with Annette Lamb)
• Creating a "Unique Educational Experience:' The Professor as Performer and More,' " Proceedings of the Midwest Academy of Management Annual Meeting, Lincoln, NE, April 16-17, 1999.
• Strategies of Uncertainty Reduction in the Service Encounter, Proceedings of the 1998 Annual Meeting of Decision Sciences Institute, Las Vegas, NV, November 21-24, 1998, pp. 353-355.
• Uncertainty Reduction (UCR) Theory in Service Encounters: A First Empirical Test, Proceedings (Electronic) of the Annual Meeting of the Midwest Academy of Management, Kansas City, MO, April 17-18, 1998.
• Integration of World Wide Web Resources into Instruction of Progressive Undergraduate Management Classes, The Journal of Private Enterprise, Volume 13, Number 1, Fall 1997, pp. 162-166.
• A framework for the application of uncertainty reduction (UCR) theory to service encounters (1996). International Journal of Organizational Analysis, Volume 4, Number 3 (July), pp. 299-308.
• Dimensions of job scripting in service organizations (1991) (w/ D.A. Tansik). International Journal of Service Industry Management, Volume 2, Number 1, pp. 35-49.
• Services Management Instruction Exclusively via the World Wide Web and E-mail Media (1997). Proceedings of  the 28th Annual Meeting of the Decision Science Institute, San Diego, California, November.
• Integration of World Wide Web Resources into Instruction of Progressive Undergraduate Management Classes (1997). Proceedings of the Second Annual Conference on Innovation in Instruction for Business and Related Disciplines, Washington, D.C., April 12-15, 1997 .
• K-C Model of Customer-Contact: A First Hospital Field Test (1996). Proceedings of the 27th Annual Meeting of the Decision Sciences Institute, POS: Service Track and Health Care Issues Theme, Orlando, FL, November.
• Perceptions of Skill Importance Ratins for Performance Appraisal by Job Classification and Organization (1996). Proceeding of the Annual Meeting of the Academy of Management, Cincinnati, OH, August.
• Customer-contact measurement: A test of a modified K-C Model (1996). Proceedings of the Annual meeting of the Midwest Decisions Sciences Institute, South Bend, IN, April.
• Perceptions of Skill Importance Ratings for 'Low' Versus 'High" Customer-Contact Job Classifications (1996). Proceedings of the 1996 Southwest Decision Sciences Institute Conference, San Antonio, TX, March.
• Primacy effect of cues in interpreting non-verbal communications: Implications for job scripting in service system design for high customer-contact service workers (1995). Proceedings of the Twenty-Sixth Annual Meeting of the Midwest Decision Sciences Institute, Production/Operations Management Track, St. Louis, MO, May.
• The transaction MOP: A framework for service encounter design (1995). Proceedings of the Twenty-Sixth Annual Meeting of the Midwest Decision Sciences Institute, Production/Operations Management Track, St. Louis, MO, May.
• Services measurement issues at the individual level: Focus on quality through high customer-contact workers (1993). Proceedings of the Annual Meeting of the Decision Sciences Institute, Service Operations Track, Washington, DC, November.
• Quality through people: Scripts and MOPs at work (1993). Proceedings of the Eighth International Conference, Operations Management Association, UK, Service Superiority: The Design and Delivery of Effective Service Operations, University of Warwick, UK.
• Technology Issues in Services: A typology and implications (1993). (w/ D.A. Tansik). Proceedings of the Eighth International Conference, Operations Management Association, UK, Service Superiority: The Design and Delivery of Effective Service Operations, University of Warwick, UK.
• Where does service quality begin? Start at the header of the script (1992). Proceedings of the Annual Meeting of the Decision Sciences Institute, P.O.M. - Service Operations Division, San Francisco, CA.
• A customer based service quality study: Use of the sorting/cluster analysis methodology (1992) (w/ K.A. Weatherly and D.A.Tansik). Proceedings of the 2nd International Research Seminar in Service Management; Institut d'Administration des Entreprises d'Aix-en-Provence, France.
• Investigating elements of organizational boundary job design: Self-monitoring and the high customer-contact service worker (1992). Proceedings of the Annual Conference of the Southwest Decisions Sciences Institute.
• Dimensions of job scripting in service organizations (1990) (w/ D.A. Tansik). Proceedings of 1st International Research Seminar in Services Management; Institut d'Administration des Entreprises d'Aix-en-Provence, France.

E-mail address: wsmith@emporia.edu

Last updated Jun 2007
by: William L. Smith
e-mail: wsmith@emporia.edu