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Journal Articles

Introduction from co-guest editors

Mustafa Tanyeri, Spiros Gounaris

Managing Service Quality: An International Journal (2012) 22 (6)

https://doi.org/10.1108/msq.2012.10822faa.001

Published: 16 November 2012

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Journal Articles

Pre‐recovery and post‐recovery emotions in the service context: a preliminary study

Ozge Ozgen, Sumeyra Duman Kurt

Managing Service Quality: An International Journal (2012) 22 (6): 592–605.

https://doi.org/10.1108/09604521211287561

Published: 16 November 2012

View article titled, Pre‐recovery and post‐recovery emotions in the service context: a preliminary study

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Journal Articles

The reciprocal impact of vertical service line extensions on parent brands: The roles of innovativeness, quality, and involvement

Jean Boisvert

Managing Service Quality: An International Journal (2012) 22 (6): 546–564.

https://doi.org/10.1108/09604521211287534

Published: 16 November 2012

View article titled, The reciprocal impact of vertical service line extensions on parent brands: The roles of innovativeness, quality, and involvement

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Journal Articles

Service blueprinting and BPMN: a comparison

Simon K. Milton, Lester W. Johnson

Managing Service Quality: An International Journal (2012) 22 (6): 606–621.

https://doi.org/10.1108/09604521211287570

Published: 16 November 2012

View article titled, Service blueprinting and BPMN: a comparison

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Journal Articles

Service blueprinting effectiveness: drivers of success

Giannis Kostopoulos, Spiros Gounaris, Achilleas Boukis

Managing Service Quality: An International Journal (2012) 22 (6): 580–591.

https://doi.org/10.1108/09604521211287552

Published: 16 November 2012

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Journal Articles

The classification and importance of E‐S‐Qual quality attributes: an evaluation of online shoppers

Sumeyra Duman Kurt, Banu Atrek

Managing Service Quality: An International Journal (2012) 22 (6): 622–637.

https://doi.org/10.1108/09604521211287589

Published: 16 November 2012

View article titled, The classification and importance of E‐S‐Qual quality attributes: an evaluation of online shoppers

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Journal Articles

Balanced market orientation: qualitative findings on a fragile equilibrium

George J. Avlonitis, Antonios A. Giannopoulos

Managing Service Quality: An International Journal (2012) 22 (6): 565–579.

https://doi.org/10.1108/09604521211287543

Published: 16 November 2012

View article titled, Balanced market orientation: qualitative findings on a fragile equilibrium

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Introduction from co-guest editors

Pre‐recovery and post‐recovery emotions in the service context: a preliminary study

The reciprocal impact of vertical service line extensions on parent brands: The roles of innovativeness, quality, and involvement

Service blueprinting and BPMN: a comparison

Service blueprinting effectiveness: drivers of success

The classification and importance of E‐S‐Qual quality attributes: an evaluation of online shoppers

Balanced market orientation: qualitative findings on a fragile equilibrium

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