TOC: Service Ind J
Introduction
Service Industries Journal, 36(13/14)
Quality function deployment in failure recovery and prevention
–Hsi-Tien Chen [] []
Electronic and in-person service quality of hybrid services
–Tien Wang, Ralph Keng-Jung Yeh, David C. Yen & Christyanto Ari Nugroho [] []
Interactions, innovation, and services
–Feng Hsu Liu [] []
A novel framework for customer complaint management
–Yu-Hsiang Hsiao, Li-Fei Chen, Yoon Leng Choy & Chao-Ton Su [] []
Advanced information technology: transforming service innovation and design
–Gabriela Bantau & Steven W. Rayburn [] []
Reinforcing customer loyalty through service employees’ competence and benevolence
–Nha Nguyen [] []