Issues

Customer management and CRM: addressing the dark side

Pennie Frow; Adrian Payne; Ian F. Wilkinson; Louise Young
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Implementing service recovery through customer relationship management: identifying the antecedents

Leroy Robinson, Jr; Sue E. Neeley; Kathleen Williamson
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The impact of service climate and service provider personality on employees' customer‐oriented behavior in a high‐contact setting

Panisa Mechinda; Paul G. Patterson
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Exploring management perspectives of branding in service SMEs

Gillian Horan; Michele O'Dwyer; Siobhan Tiernan
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A model of customer loyalty and corporate social responsibility

Rujirutana Mandhachitara; Yaowalak Poolthong
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To book or not to book: the role of hotel web site heuristics

Kelly Virginia Phelan; Natasa Christodoulidou; Cary C. Countryman; Leonard J. Kistner
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