ISSN 0960-4529 (Print)
Publisher: Emerald Group Publishing Limited
The customer experience: a road-map for improvement pp. 5-24(20) Authors: Johnston, Robert; Kong, Xiangyu
E-service attributes available on men's and women's apparel web sites pp. 25-45(21) Authors: Kim, Minjeong; Kim, Jung-Hwan; Lennon, Sharron J.
A critical review of techniques for classifying quality attributes in the Kano model pp. 46-66(21) Authors: Mikulic, Josip; Prebežac, Darko
Relational impact of service providers' interaction behavior in healthcare pp. 67-87(21) Authors: Gaur, Sanjaya Singh; Xu, Yingzi; Quazi, Ali; Nandi, Swathi
Antecedents and effects of engaged frontline employees: A study from the hospitality industry pp. 88-107(20) Authors: Slåtten, Terje; Mehmetoglu, Mehmet
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