International Journal of Service Industry Management

Evaluating relationships: are satisfaction and quality enough?
pp. 103-125(23)
Authors: Rosen, Deborah E; Surprenant, Carol

Customer responses to emotional labour in discrete and relational service exchange
pp. 126-154(29)
Author: Grayson, Kent

Customer-service provider relationships: an empirical test of a model of service quality, satisfaction and relationship-oriented outcomes
pp. 155-168(14)
Authors: Shemwell, Donald J; Yavas, Ugur; Bilgin, Zeynep

Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on word‐of‐mouth, feedback to the supplier and loyalty
pp. 169-188(20)
Author: Söderlund, Magnus

Relationship dissolution model: antecedents of relationship commitment and the likelihood of dissolving a relationship
pp. 189-200(12)
Author: Hocutt, Mary Ann