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Publisher: Emerald Group Publishing Limited

Volume 15, Number 1, 2004

The impact of customer participation and service expectation on Locus attributions following service failure
pp. 7-26(20)
Authors: Yen, HsiuJu Rebecca; Gwinner, Kevin P.; Su, Wanru

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The influence of employee organizational citizenship behavior on customer loyalty
pp. 27-53(27)
Authors: Castro, Carmen Barroso; Armario, Enrique Martín; Ruiz, David Martín

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Managing customer expectations in the service encounter
pp. 54-71(18)
Author: Coye, Ray W.

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New service development in high tech sectors: A decision-making perspective
pp. 72-101(30)
Authors: Riel, Allard C.R. van; Lievens, Annouk

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What drives consumers to shop online? A literature review
pp. 102-121(20)
Authors: Monsuwé, Toñita Perea y; Dellaert, Benedict G.C.; Ruyter, Ko de

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Reframing Business: When the Map Changes the Landscape
pp. 122-125(4)
Author: Normann, Richard

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