International Journal of Service Industry Management

Patient satisfaction with medical encounters - a cross-cultural perspective
pp. 399-421(23)
Author: Winsted, Kathryn Frazer

Quality of work life and performance - An ad hoc investigation of two key elements in the service profit chain model
pp. 422-437(16)
Author: Lau, R.S.M.

Using service quality data for competitive marketing decisions
pp. 438-469(32)
Authors: Rust, Roland T; Danaher, Peter J; Varki, Sajeev

Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services
pp. 470-490(21)
Authors: Sharma, Neeru; Patterson, Paul G

A customer-service worker relationship model
pp. 491-511(21)
Authors: Bove, Liliana L; Johnson, Lester W