... that managers can easily use to decrease estimation error and overestimation. © Emerald Group Publishing Limited 2009 Call centres Operating times Estimation Individual perception An executive summary for managers and executive readers can be found at the end of this issue. Call...

...: Lawrence F. Cunningham can be contacted at: lawrence.cunningham@cudenver.edu © Emerald Group Publishing Limited 2009 Services Individual perception Self‐service Customer satisfaction An executive summary for managers and executive readers can be found at the end of this article...

... be contacted at: rebekah.bennett@qut.edu.au Customer services quality Demographics Travel Individual perception An executive summary for managers and executive readers can be found at the end of this article. Imagine the following – a person boards a plane as a first‐class passenger...

... Interpersonal communications Individual perception An executive summary for managers and executive readers can be found at the end of this article. The importance of customer‐to‐customer interactions in service settings was first raised by Martin and Pranter (1989) , who suggest that positive...