Issues

Behind league tables and ranking systems: A critical perspective of how university quality is measured

Jasmina Berbegal-Mirabent; D. Enrique Ribeiro-Soriano
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Effects of inviting customers to share responsibility in the context of impersonal service

Hsuan-Hsuan Ku; Ko-Hsin Hsu
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Navigating service sector innovation using co-creation partnerships

Stephen Burdon; Grant Richard Mooney; Hiyam Al-Kilidar
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Customer defection in retail banking: Attitudinal and behavioural consequences of failed service quality

Lamprini P. Piha; George J. Avlonitis
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Does online collaboration with customers drive innovation performance?

Natalia Ryzhkova
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An empirical investigation of service recovery in e-retailing: An operations management perspective

Min Zhang; Xujing Dai; Zhen He
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