Issues

Special Issue: QUIS 9 symposium service excellence in management. Guest Editors: Anders Gustafsson, Bo Edvardsson

Service quality: beyond cognitive assessment

Bo Edvardsson
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Service quality as an important dimension of brand equity in Swiss services industries

Thomas Bamert; Hans Peter Wehrli
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A manufacturer becoming service provider – challenges and a paradox

Saara Brax
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Fading customer relationships in professional services

Helena Åkerlund
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Does customer satisfaction lead to profitability?: The mediating role of share‐of‐wallet

Timothy L. Keiningham; Tiffany Perkins‐Munn; Lerzan Aksoy; Demitry Estrin
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E‐services and offline fulfilment: how e‐loyalty is created

Janjaap Semeijn; Allard C.R. van Riel; Marcel J.H. van Birgelen; Sandra Streukens
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The importance of attitude and appearance in the service encounter in retail and hospitality

Dennis Nickson; Chris Warhurst; Eli Dutton
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Book Review

Service Quality: Research Perspectives

K. Narasimhan
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