ISSN 0960-4529 (Print)
Publisher: Emerald Group Publishing Limited
Joy and disappointment in the hotel experience: managing relationship segments pp. 4-30(27) Authors: Johnson, Michael D.; Olsen, Line Lervik; Andreassen, Tor Wallin
Consumer reaction to crowding for extended service encounters pp. 31-41(11) Authors: Noone, Breffni M.; Mattila, Anna S.
The impact of the recovery paradox on retailer-customer relationships pp. 42-59(18) Authors: Priluck, Randi; Lala, Vishal
Symptoms of burnout and service recovery performance: The influence of job resourcefulness pp. 60-84(25) Authors: Rod, Michel; Ashill, Nicholas J.
Signaling intrinsic service quality and value via accreditation and certification pp. 85-105(21) Authors: Walker, Rhett H.; Johnson, Lester W.
Bridge over troubled water or long and winding road?: Gap-5 in airline service quality performance measures pp. 106-134(29) Authors: Chau, Vinh Sum; Kao, Yu-Ying
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