International Journal of Service Industry Management

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

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

Critical incident techniques: Towards a framework for analysing the criticality of critical incidents
pp. 251-268(18)
Authors: Edvardsson, Bo; Roos, Inger

Relative attitudes and commitment in customer loyalty models: Some experiences in the commercial airline industry
pp. 269-294(26)
Author: Zins, Andreas H

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