Issues

Cross‐cultural marketing strategies for delivering knowledge‐based services in a borderless world: the case of management education

Rajshekhar (Raj) G. Javalgi; W. Benoy Joseph; Richard J. LaRosa
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Betrayal? Relationship quality implications in service recovery

Betsy Bugg Holloway; Sijun Wang; Sharon E. Beatty
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The impact of network and environmental factors on service innovativeness

Ruby P. Lee; Gregory O. Ginn; Gillian Naylor
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Employee perspectives of service quality in the supermarket sector

Paul J. Vella; John Gountas; Rhett Walker
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Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint‐handling encounters

Thorsten Gruber; Isabelle Szmigin; Roediger Voss
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A multi‐level analysis of customer contact teams

Barbara A. Wech; Karen Norman Kennedy; Dawn R. Deeter‐Schmelz
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