International Journal of Service Industry Management

Quality perceptions in the financial services sector: The potential impact of internal marketing
pp. 5-31(27)
Authors: Boshoff, Christo; Tait, Madéle

Service recovery: its value and limitations as a retail strategy
pp. 32-46(15)
Authors: Brown, Stephen W; Cowles, Deborah L; Tuten, Tracy L

Managing perceptions of waiting times in service queues
pp. 47-61(15)
Authors: Jones, Peter; Peppiatt, Emma

The satisfaction and retention of frontline employees: A customer satisfaction measurement approach
pp. 62-80(19)
Authors: Rust, Roland T; Stewart, Greg L; Miller, Heather; Pielack, Debbie