... limitations of each method, thereby increasing the quality of managerial recommendations. Moreover, a limitation of PRCA makes this method useful for identifying innovative attributes in relation to attractive attributes identified by the IGA method. Service improvements Incremental innovations...

... is to offer a different perspective on “service recovery” by exploring the literature around “crisis management”. An executive summary for managers and executive readers can be found at the end of this issue. Service industries Service failures Service improvements Performance management...

... Publishing Limited 2005 Disasters Service improvements Leadership Contingency planning Service industries How delighted I was when I first learned of our Guest Editors' interdisciplinary vision for this special issue of JSM. Their vision and hard work is much appreciated...

... 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. The hotel context is also used by Sparks and McColl‐Kennedy (2001...

.... In the final section, we acknowledge the implications of the results for service recovery performance within a healthcare environment. Service failures Service improvements Health services Employees An executive summary for managers and executive readers can be found at the end of this issue...