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Publisher: Emerald Group Publishing Limited

Volume 16, Number 2, 2005

QUIS 9 symposium - service excellence in management
pp. 133-134(2)
Author: Gustafsson, Anders

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Dynamics of service attributes: a test of Kano's theory of attractive quality
pp. 169-185(17)
Authors: Nilsson-Witell, Lars; Fundin, Anders

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Communication as an element of service value
pp. 186-198(13)
Authors: Heinonen, Kristina; Strandvik, Tore

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