TOC: J Service Theory Prac
Introduction
Journal of Service Theory and Practice, 26(4)
What’s wrong with IVR system service? A spatial theorisation of customer confusion and frustration
Benjamin P.W. Ellway
What drives the intention to complain?
Line Lervik-Olsen, Tor Wallin Andreassen, and Sandra Streukens
Under-over benefitting perceptions and evaluation of services
Vicente Martínez-Tur, Yolanda Estreder, Carolina Moliner, Rosa María Sánchez-Hernández, and José Mª Peiró
Learning in the service environment: the influence of diversity climate
Priyanko Guchait, Juan Madera, and Mary Dawson
Managing knowledge to create customer service value
Silvia Martelo-Landroguez and David Martin-Ruiz
Human resource management impact on knowledge management
Elisa Figueiredo, Leonor Pais, Samuel Monteiro, and Lisete Mónico
