ISSN 0887-6045 (Print)
Publisher: Emerald Group Publishing Limited
The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres pp. 162-174(13) Authors: Malhotra, Neeru; Mukherjee, Avinandan
Customer loyalty to content-based Web sites: the case of an online health-care service pp. 175-186(12) Authors: Gummerus, Johanna; Liljander, Veronica; Pura, Minna; Riel, Allard van
Retaining and divesting customers: an exploratory study of right customers, "at-risk" right customers, and wrong customers pp. 187-197(11) Authors: Woo, Ka-shing; Fock, Henry K.Y.
An exploratory study of influences on retail service quality: a focus on Kuwait and Lebanon pp. 198-214(17) Authors: Raven, Peter; Welsh, Dianne H.B.
Consumer switching behavior in the Asian banking market pp. 215-223(9) Authors: Gerrard, Philip; Cunningham, J. Barton
Product assortment choice for independent Web-based call service centers pp. 224-234(11) Author: Bhatnagar, Amit
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