.... Service improvements Incremental innovations Improvement gap analysis Penalty–reward-contrast analysis Figure 2 Sample questions for IGA First, we recode the answers according to a scale from –5 (highly dissatisfied) to +5 (highly satisfied). Then, for each attribute we calculate...

... intervention strategies. Service industries Service failures Service improvements Performance management An executive summary for managers and executive readers can be found at the end of this issue. The notion of “crisis” [1] has attracted considerable attention across a diverse range...

... states. © Emerald Group Publishing Limited 2005 Service failures Service improvements Justice Perception Tourism An executive summary for managers and executive readers can be found at the end of this issue. A growing number of empirical studies have applied perceived justice...

... Group Publishing Limited 2005 Service failures Service improvements Health services Employees An executive summary for managers and executive readers can be found at the end of this issue. Service recovery has been identified as a strategic issue in the services marketing...

... The article takes a fresh look at the issues, highlights their particular relevance in the service sector, and includes the perspectives of numerous well‐known business leaders from around the world. © Emerald Group Publishing Limited 2005 Disasters Service improvements Leadership Contingency...