Issues

Book Review

Service Operations Management: Improving Service Delivery

Roland Van Dierdonck
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Measuring customer loyalty with multi‐item scales: A case for caution

Magnus Söderlund
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Hotel networks and social capital in destination marketing

Yvonne von Friedrichs Grängsjö; Evert Gummesson
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Reexamining the link between employee satisfaction and store performance in a retail environment

Timothy L. Keiningham; Lerzan Aksoy; Robert M. Daly; Kathy Perrier; Antoine Solom
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The effects of satisfaction, opportunism, and asset specificity on consumers' loyalty intention toward internet portal sites

Jyh‐Shen Chiou; Chung‐Chi Shen
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Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior

José Varela González; Teresa García Garazo
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Editorial

Editorial

Professor Bo Edvardsson
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Research Awards 2005

The 1st Annual Emerald/EFMD Outstanding Doctoral Research Awards 2005

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