TOC: Managing Service Quality
Introduction
Managing Service Quality, 23(4)
Knowledge dissemination in the global service marketing community
–Cristiana R. Lages, Cláudia M.N. Simões, Raymond P. Fisk, Werner H. Kunz [] []
A lean approach for service productivity improvements: synergy or oxymoron?
–Per Carlborg, Daniel Kindström, Christian Kowalkowski [] []
Positive social behaviors and suggestive selling in the same service encounter
–Magnus Söderlund [] []
Applying SPAT for understanding B-to-B supplier switching processes
–Erno Selos, Teemu Laine, Inger Roos, Petri Suomala, Lauri Pitkänen [] []
Customer participation and value creation: a systematic review and research implications
–Mekhail Mustak, Elina Jaakkola, Aino Halinen [] []
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