Issues

The role of competence in initiating the transition from products to service

Margareta Bjurklo; Bo Edvardsson; Heiko Gebauer
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Retail service dynamics in a rural tourism community: Implications for customer relationship management

Jessica L. Hurst; Linda S. Niehm; Mary A. Littrell
View articletitled, Retail service dynamics in a rural tourism community<span class="subtitle-colon">: </span><span class="subtitle">Implications for customer relationship management</span>
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Employee perceptions of service quality in a call centre

Prabha Ramseook‐Munhurrun; Perunjodi Naidoo; Soolakshna D. Lukea‐Bhiwajee
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A Six Sigma approach for integrated solutions

Florian Johannsen; Susanne Leist
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Technical and functional determinants of customer satisfaction in the bank‐SME relationship

Nicolaus Lundahl; Fatima Vegholm; Lars Silver
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Internal market orientation in Indian banking: an empirical analysis

Gurjeet Kaur; R.D. Sharma; Nitasha Seli
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Book Review

Design for Six Sigma for Green Belts and Champions: Applications for Service Operations

K. Narasimhan
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Service Management and Marketing: Customer Management in Service Competition (3rd ed.)

K. Narasimhan
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Six Sigma: Basic Tools and Techniques

K. Narasimhan
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