1.1 The service concept: the missing link in service design research - Goldstein, 1.2 Insights into service operations management: a research agenda - Roth, 1.3 Service research priorities in a rapidly changing context - Ostrom...
Chapter 3: Feeling versus thinking in the activation and application of stereotypes, Chapter 4: The prejudiced personality: Are some people more likely to feel prejudice?, Chapter 5: Old-fashioned versus modern justice...