TOC: Managing Service Quality
Introduction
Managing Service Quality, 21(4)
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Relevant ARCategory: |
Complex service recovery processes: how to avoid triple deviation
–Bo Edvardsson, Bård Tronvoll, Ritva Höykinpuro [] []
The influence of service environments on customer emotion and service outcomes
–Jiun-Sheng Chris Lin, Haw-Yi Liang [] []
Internalisation or externalisation?: Examining organisational arrangements for industrial services
–Christian Kowalkowski, Daniel Kindström, Lars Witell [] []
The orchestrating firm: value creation in the video game industry
–Mikael Gidhagen, Oscar Persson Ridell, David Sörhammar [] []
Reputation attributes in retailing services: managerial perspective
–Raija Järvinen, Kati Suomi [] []
The role of technology readiness in self-service technology acceptance
–Jiun-Sheng Chris Lin, Hsing-Chi Chang [] []
A brief history of SERVSIG
–Raymond P. Fisk, Lia Patrício [] []