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Publisher: Emerald Group Publishing Limited

Volume 10, Number 2, 1999
Special issue: Interdisciplinary advances in services management

Internal service recovery: developing a new construct
pp. 118-131(14)
Authors: Bowen, David E; Johnston, Robert

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Profitability and customer satisfaction in services
pp. 132-157(26)
Authors: Carù, Antonella; Cugini, Antonella

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Capital and other inputs in the production of services
pp. 157-171(15)
Author: Delaunay, Jean-Claude

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Waiting for service: ten years of empirical research
pp. 171-194(24)
Author: Durrande-Moreau, Agnès

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Differentiating service tasks for IT application
pp. 190-212(23)
Author: Mulligan, Paul

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The strategic role of unused service capacity
pp. 211-244(34)
Authors: Ng, Irene C.L.; Wirtz, Jochen; Lee, Khai Sheang

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Optimal service design: integrating marketing and operations perspectives
pp. 239-261(23)
Authors: Pullman, Madeleine E; Moore, William L

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