Issues

Special Issue: Interdisciplinary Insights on Service Activities. Guest Editors: Sylvie Llosa, Chiara Orsingher

Call for papers

Call for papers

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Changing roles of customers: consequences for HRM

Albert Graf
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Perception and attribution of employees' effort and abilities: The impact on customer encounter satisfaction

Nina Specht; Sina Fichtel; Anton Meyer
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The validity of the SERVQUAL and SERVPERF scales: A meta‐analytic view of 17 years of research across five continents

François A. Carrillat; Fernando Jaramillo; Jay P. Mulki
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Customer switching resistance (CSR): The effects of perceived equity, trust and relationship commitment

Gilles N'Goala
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Perceived justice and consumption experience evaluations: A qualitative and experimental investigation

Philippe Aurier; Béatrice Siadou‐Martin
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Editorial

Editorial

Sylvie Llosa; Chiara Orsingher
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