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Publisher: Emerald Group Publishing Limited

Volume 12, Number 3, 2001

Developing a comprehensive picture of service failure
pp. 215-233(19)
Authors: Colgate, Mark; Norris, Melissa

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The contribution of emotional satisfaction to consumer loyalty
pp. 234-250(17)
Authors: Yu, Yi-Ting; Dean, Alison

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Linking service structural complexity to customer satisfaction: The moderating role of type of ownership
pp. 295-306(12)
Authors: Martínez-Tur, Vicente; Peiró, José M; Ramos, José

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