Managing Service Quality

The impact of customer relationship characteristics on customer switching behavior: Differences between switchers and stayers
pp. 556-574(19)
Authors: Lopez, Juan Pablo Maicas; Redondo, Yolanda Polo; Olivan, Fco. Javier Sese

Introducing employee social identification to customer satisfaction research: A hotel industry study
pp. 575-594(20)
Author: Solnet, David

Linking a service-driven market orientation to service quality
pp. 595-619(25)
Author: Voon, Boo Ho

Service expectations of older generation Y customers: An examination of apparel retail settings
pp. 620-640(21)
Authors: Ma, Yoon Jin; Niehm, Linda S.

Service recovery: a naturalistic decision-making approach
pp. 641-653(13)
Authors: Thwaites, Edwin; Williams, Christine

Web site performance measurement: promise and reality
pp. 654-670(17)
Authors: Welling, Ray; White, Lesley