... Limited 2006 Organizational effectiveness Service control Job satisfaction Customer‐relations Service industries In service firms, the employees who make direct contact with the customer represent the organization and “produce” the service (Suprenant and Solomon, 1987 ; Zeithaml...

... from 277 authors from 27 countries all over the world over a period of five years make the journal a leading academic outlet in the field of services marketing and management. © Emerald Group Publishing Limited 2005 Services marketing Service control Serials Research Customer...

... Emerald Group Publishing Limited 2004 Service control Service delivery Specific performance standard Consumer research The concept of expectations plays an important role in most contemporary discussions of service quality. Despite this widespread use of the term, there is still much...

... required in the creation of outcomes valued for customers. © MCB UP Limited 1995 Human resource management Marketing Operations management Service control Service industries USA The service logic model proposed in this article delineates the organizing principles that govern a service...

... design: communication media, task technology, and centralization. © MCB UP Limited 1995 Banking Customer service Customers Information services Job design Service control Service delivery Service industries USA A service delivery system should get “the right service...