Issues

The relative influence of organisational commitment and job satisfaction on service quality of customer‐contact employees in banking call centres

Neeru Malhotra; Avinandan Mukherjee
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Customer loyalty to content‐based Web sites: the case of an online health‐care service

Johanna Gummerus; Veronica Liljander; Minna Pura; Allard van Riel
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Retaining and divesting customers: an exploratory study of right customers, “at‐risk” right customers, and wrong customers

Ka‐shing Woo; Henry K.Y. Fock
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An exploratory study of influences on retail service quality: a focus on Kuwait and Lebanon

Peter Raven; Dianne H.B. Welsh
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Consumer switching behavior in the Asian banking market

Philip Gerrard; J. Barton Cunningham
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Product assortment choice for independent Web‐based call service centers

Amit Bhatnagar
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