TOC: Service Bus
Introduction
Service Business, 10(3)
Understanding the dynamics behind bank branch service quality in Portugal: pursuing a holistic view using fuzzy cognitive mapping
Fernando A. F. Ferreira, Marjan S. Jalali, João J. M. Ferreira, Jelena Stankeviciene & Carla S. E. Marques
Effects of demotion in loyalty programs on brand-switching intentions
Insuk Hwang & Hyukjin Kwon
An evaluation scheme for product–service system models: development of evaluation criteria and case studies
Kwang-Jae Kim, Chie-Hyeon Lim, Jun-Yeon Heo, Dong-Hee Lee, Yoo-Suk Hong & Kwangtae Park
Developing new smart services using integrated morphological analysis: integration of the market-pull and technology-push approach
Youngjung Geum, Hongseok Jeon & Hakyeon Lee
Customer forgiveness of unsatisfactory service: manifestations and antecedents
Dana Yagil & Gil Luria
An integrated framework for competency development: perspectives of risk managers in banks
Eric H. Y. Koh, Mohan V. Avvari & Kim Hua Tan
Customer participation to co-create value in human transformative services: a study of higher education and health care services
Le Nguyen Hau & Pham Ngoc Thuy
Innovation strategies, innovator types and openness: a study of KIBS firms in Spain
Mercedes Rodriguez, David Doloreux & Richard Shearmur
