The Impact of Process Variation on Customer Dissatisfaction: Evidence from the U.S. Domestic Airline Industry. - Nikos Tsikriktsis; Janelle Heineke (Decis. Sci., 2004)

Viewpoint Paper: Toward an Effective Strategy for the Diffusion and Use of Clinical Information Systems. - Stephen M. Davidson; Janelle Heineke (J. Am. Medical Informatics Assoc., 2007)