Issues

Special issue on doing more with less with selected services marketing papers from the ANZMAC 2010 conference. Guest Editors: Jrg Finsterwalder, Tony Garry

Book Review

Operations Management in the Travel Industry

Kamil Yagci
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Employee Empowerment: The Rhetoric and the Reality

Birgit Muskat
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The effect of accent of service employee on customer service evaluation

Sally Rao Hill; Alastair Tombs
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Restorative cancer resource center servicescapes

Mark S. Rosenbaum; Jillian Sweeney; Jillian Smallwood
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Customer service understanding: gender differences of frontline employees

Christine Mathies; Marion Burford
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How word of mouth communication varies across service encounters

Bodo Lang
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Building friendships and relationships: The role of conversation in hairdressing service encounters

Ivana Garzaniti; Glenn Pearce; John Stanton
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Psychological safety, contributions and service satisfaction of customers in group service experiences

Volker G. Kuppelwieser; Jörg Finsterwalder
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Guest editorial

"Doing more with less": service imperatives of the twenty-first century

Jorg Finsterwalder; Tony Garry
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