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Book Review

Improving Service Quality in the Global Economy

K. Narasimhan
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Growth, customer service and profitability Southwest style

Dawna L. Rhoades
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Operational challenges in the call center industry: a case study and resource‐based framework

Eric P. Jack; Tom A. Bedics; Charles E. McCary
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Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance

Evangelos Tsoukatos; Graham K. Rand
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A longitudinal examination of the asymmetric impact of employee and customer satisfaction on retail sales

Timothy L. Keiningham; Lerzan Aksoy; Bruce Cooil; Kenneth Peterson; Terry G. Vavra
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Which service quality dimensions are important in inbound tourism?: A case study in a peripheral location

Anna‐Karin Jonsson Kvist; Bengt Klefsjö
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Links between service climate, employee commitment and employees' service quality capability

Marie Mikic Little; Alison M. Dean
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Editorial

Services Global Awards

Jay Kandampully
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Emerald Literati Network

2006 Awards for Excellence

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