Issues

Investigating service innovation, bank reputation and customer trust: evidence from Indian retail banking

Abhijeet Biswas; Deepak Jaiswal; Rishi Kant
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Motivations for ISO 9001 quality management system implementation and certification – mapping the territory with a novel classification proposal

Luis Miguel Fonseca; Maria Cristiana Cardoso; Maria Henriqueta Nóvoa
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Rewards and employee creativity among rural healthcare employees: the mediating role of organizational support for innovation and the moderating impact of supervisory support

Samuel T. Opoku; Bettye A. Apenteng; Kwabena G. Boakye
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Russian government quality award: 25 years towards organizational excellence

Tatiana Salimova; Su Mi Dahlgaard-Park; Lyudmila Biryukova; Julia Palkina; Natalia Vatolkina
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Servitization in the creative and cultural industries

Jon Sundbo; Luis Rubalcaba; Faïz Gallouj
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The role of switching cost in the e-service recovery framework among banking customers

Ajay Jose; Sonia Mathew; Rejikumar G.; Dony Peter Chacko; Ajith K. Thomas
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Collaborating in a health-care process: partner, not customer

Margareta Karlsson
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Service recovery in unaffected consumers: evidence of a recovery paradox

Marcus Wardley
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Knowledge has no value until it is shared: an empowering leadership perceptive

Misbah Hayat Bhatti; Umair Akram; Muhammad Hasnat Bhatti; Tabassum Riaz; Nausheen Syed
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