ISSN 0887-6045 (Print)
Publisher: Emerald Group Publishing Limited
Brand familiarity: its effects on satisfaction evaluations pp. 3-12(10) Author: Tam, Jackie L.M.
Implementation of service profit chain initiatives in a franchise system pp. 13-23(11) Authors: Maritz, Alex; Nieman, Gideon
An empirical analysis of e-service implementation: antecedents and the resulting value creation pp. 24-36(13) Authors: Rapp, Adam; Rapp, Tammy; Schillewaert, Niels
Causes and consequences of grudge-holding in service relationships pp. 37-47(11) Authors: Bunker, Matthew P.; Ball, Dwayne
Comparing three signals of service quality pp. 48-58(11) Authors: Dean, Dwane H.; Lang, Jane M.
An exploration of happy/sad and liked/disliked music effects on shopping intentions in a women's clothing store service setting pp. 59-67(9) Authors: Broekemier, Greg; Marquardt, Ray; Gentry, James W.
The notion of internal market orientation and employee job satisfaction: some preliminary evidence pp. 68-90(23) Author: Gounaris, Spiros
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