Introduction: The Service Quality and Productivity Challenge; P.T. Harker. 1. Bureau of Labor Statistics Productivity Measures for Service Industries; E.R. Dean, K. Kunze. 2. The Role of Services in U.S. Production and Trade: an Analysis of Social Accounting Data for the 1980s; R.S. Dighe, J.F. Francois, K.A. Reinert. 3. Is the Shift Toward Employment in Services Stabilizing? D.E. Lebow, D.E. Sichel. 4. Regional Liberalization of Trade in Services; B. Hoekman. 5. An Empirical Analysis of Foreign Direct Investment in Service Industries; Jiatao Li. 6. Global Outsourcing of Information Processing Services; U.M. Apte, R.O. Mason. 7. The Office Farther Back: Business Services, Productivity, and the Offshore Back Office; M.I. Wilson. 8. The Economics of Customer Lock-In and Market Power in Services; S. Borenstein, J.K. MacKie-Mason, J.S. Netz. 9. Information Technology and Organizational Effectiveness; J.M. Pennings. 10. Improving Claims Operations: a Model-Based Approach; U.M. Apte, R.A. Cavaliere, G.G. Hegde. 11. A Model for Analyzing Quality in the Service Delivery Process; P.K. Armstrong. 12. Hotel Sales and Reservations Planning; G.R. Bitran, S.M. Gilbert, Thin-Yin Leong. 13. Service Productivity in U.S. Credit Unions; H.O. Fried, C.A. Knox Lovell, P. Vanden Eeckaut. 14. Productivity Growth in the Telephone Industry since 1984; R.W. Crandall, J. Galst. 15. Improving Productivity in Intermodal Rail-Truck Transportation; E.K. Morlok, J.P. Sammon, L.N. Spasovic, L.K. Nozick.16. Politics, Markets, and Equality in Schools; J.E. Chubb, T.M. Moe. 17. Postal Services in the Nineties; J.S. Boronico, M.A. Crew, P.R. Kleindorfer. Index.