Issues

Buying business services: towards a structured service purchasing process

Wendy van der Valk; Frank Rozemeijer
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A comparison of consumer views of traditional services and self‐service technologies

Lawrence F. Cunningham; Clifford E. Young; James Gerlach
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Consumer perceptions of internet‐based e‐retailing: an empirical research in Hong Kong

Ziqi Liao; Xinping Shi
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Revenue management: the impact on business‐to‐business relationships

Xuan Lorna Wang; David Bowie
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Linking the hierarchical service quality model to customer satisfaction and loyalty

Birgit Leisen Pollack
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Emotional empathy and front line employees: does it make sense to care about the customer?

Philip E. Varca
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Exploring commercial friendships from employees' perspectives

Mark S. Rosenbaum
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