The publishers of Journal of Service Theory and Practice (formerly known as: Managing Service Quality: An International Journal) wish to retract the article Rahman Z (2004), “Developing customer oriented service: a case study”. Managing Service Quality: An International Journal, Vol. 14 No. 5 pp. 426-435, doi: https://doi.org/10.1108/09604520410558029.
It has come to our attention that a large proportion of this article is taken, without attribution, from an earlier article: Bhattacharyya, S.K. and Rahman, Z. (2004), “Capturing the customer's voice, the centerpiece of strategy making: A case study in banking”, European Business Review, Vol. 16 No. 2, pp. 128-138, https://doi.org/10.1108/09555340410524238.
The Journal of Service Theory and Practice submission guidelines make it clear that articles must be original and must not infringe any existing copyright. The publishers of the journal sincerely apologize to the readers.
