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Results: 1-25/225
Authors:
Lemmink, J
Citation: J. Lemmink, Untitled, INT J S IND, 12(3-4), 2001, pp. 214-214
Authors:
Colgate, M
Norris, M
Citation: M. Colgate et M. Norris, Developing a comprehensive picture of service failure, INT J S IND, 12(3-4), 2001, pp. 215-233
Authors:
Yu, YT
Dean, A
Citation: Yt. Yu et A. Dean, The contribution of emotional satisfaction to consumer loyalty, INT J S IND, 12(3-4), 2001, pp. 234-250
Authors:
Edvardsson, B
Roos, I
Citation: B. Edvardsson et I. Roos, Critical incident techniques - Towards a framework for analysing the criticality of critical incidents, INT J S IND, 12(3-4), 2001, pp. 251-268
Authors:
Zins, AH
Citation: Ah. Zins, Relative attitudes and commitment in customer loyalty models - Some experiences in the commercial airline industry, INT J S IND, 12(3-4), 2001, pp. 269-294
Authors:
Martinez-Tur, V
Peiro, JM
Ramos, J
Citation: V. Martinez-tur et al., Linking service structural complexity to customer satisfaction - The moderating role of type of ownership, INT J S IND, 12(3-4), 2001, pp. 295-306
Authors:
Butcher, K
Sparks, B
O'Callaghan, F
Citation: K. Butcher et al., Evaluative and relational influences on service loyalty, INT J S IND, 12(3-4), 2001, pp. 310-327
Authors:
Leung, WK
Lai, KK
Citation: Wk. Leung et Kk. Lai, Improving the quality of the credit authorization process - A quantitativeapproach, INT J S IND, 12(3-4), 2001, pp. 328-341
Authors:
Wirtz, J
Mattila, AS
Citation: J. Wirtz et As. Mattila, The impact of expected variance in performance on the satisfaction process, INT J S IND, 12(3-4), 2001, pp. 342-358
Authors:
van Riel, ACR
Liljander, V
Jurriens, P
Citation: Acr. Van Riel et al., Exploring consumer evaluations of e-services: a portal site, INT J S IND, 12(3-4), 2001, pp. 359-377
Authors:
Sureshchandar, GS
Rajendran, C
Anantharaman, RN
Citation: Gs. Sureshchandar et al., A holistic model for total quality service, INT J S IND, 12(3-4), 2001, pp. 378-412
Authors:
Patterson, PG
Smith, T
Citation: Pg. Patterson et T. Smith, Modeling relationship strength across service types in an Eastern culture, INT J S IND, 12(2), 2001, pp. 90-113
Authors:
Dick, G
Gallimore, K
Brown, JC
Citation: G. Dick et al., ISO 9000 and quality emphasis - An empirical study of front-room versus back-room dominant service industries, INT J S IND, 12(2), 2001, pp. 114-136
Authors:
Martin, CR
Horne, DA
Chan, WS
Citation: Cr. Martin et al., A perspective on client productivity in business-to-business consulting services, INT J S IND, 12(2), 2001, pp. 137-157
Authors:
de Jong, A
de Ruyter, K
Streukens, S
Ouwersloot, H
Citation: A. De Jong et al., Perceived uncertainty in self-managed service teams: an empirical assessment, INT J S IND, 12(2), 2001, pp. 158-183
Authors:
de Ruyter, K
Wetzels, M
Kleijnen, M
Citation: K. De Ruyter et al., Customer adoption of e-service: an experimental study, INT J S IND, 12(2), 2001, pp. 184-207
Authors:
Edvardsson, B
Scheuing, EE
Brown, SW
Johnston, R
Citation: B. Edvardsson et al., Service quality in the new economy: interdisciplinary and international dimensions, INT J S IND, 12(1), 2001, pp. 6-6
Authors:
Stauss, B
Chojnacki, K
Decker, A
Hoffmann, F
Citation: B. Stauss et al., Retention effects of a customer club, INT J S IND, 12(1), 2001, pp. 7-19
Authors:
Michel, S
Citation: S. Michel, Analyzing service failures and recoveries: a process approach, INT J S IND, 12(1), 2001, pp. 20-33
Authors:
Hallowell, R
Citation: R. Hallowell, "Scalability": the paradox of human resources in e-commerce, INT J S IND, 12(1), 2001, pp. 34-43
Authors:
Gremler, DD
Gwinner, KP
Brown, SW
Citation: Dd. Gremler et al., Generating positive word-of-mouth communication through customer-employee relationships, INT J S IND, 12(1), 2001, pp. 44-59
Authors:
Johnston, R
Citation: R. Johnston, Linking complaint management to profit, INT J S IND, 12(1), 2001, pp. 60-69
Authors:
Sweet, P
Citation: P. Sweet, Strategic value configuration logics and the "new" economy: a service economy revolution?, INT J S IND, 12(1), 2001, pp. 70-83
Authors:
Nielsen, JF
Citation: Jf. Nielsen, Barriers to customer-oriented management accounting in financial services (vol 11, pg 269, 2000), INT J S IND, 12(1), 2001, pp. 84-84
Authors:
Lemmink, J
Citation: J. Lemmink, Editorial, INT J S IND, 11(5), 2000, pp. 398-398