Issues

Causes and consequences of consumer online privacy concern

Jochen Wirtz; May O. Lwin; Jerome D. Williams
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Modeling service encounters and customer experiential value in retailing: An empirical investigation of shopping mall customers in Taiwan

Ching‐Jui Keng; Tseng‐Lung Huang; Li‐Jie Zheng; Maxwell K. Hsu
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Retailers' different value perceptions of mobile advertising service

Hanna Komulainen; Tuija Mainela; Jaana Tähtinen; Pauliina Ulkuniemi
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Electronic healthcare: a study of people's readiness and attitude toward performing self‐diagnosis

Even J. Lanseng; Tor W. Andreassen
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A method to evaluate service delivery process quality

Rita Di Mascio
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Book Review

Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers

Paul Gemmel
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