Issues

A CIT investigation of servicescape failures and associated recovery strategies

K. Douglas Hoffman; Scott W. Kelley; Beth C. Chung
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Services marketing: taking up the sustainable development challenge

Frank van der Zwan; Tracy Bhamra
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Organizational citizenship behavior and service quality

Carol C. Bienstock; Carol W. DeMoranville; Rachel K. Smith
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Go away! Don’t bother me! I don’t want your money!

Karen Ho; Laurence Jacobs; John Cox
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Familiarity and interest: in a learning center service context

Audhesh K. Paswan; Gopala Ganesh
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Perceived quality and satisfaction in multiservice organisations: the case of Spanish public services

Enrique Bigné; Miguel A. Moliner; Javier Sánchez
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Book Review

Relationship Marketing: Creating Stakeholder Value

Michèle Paulin
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