TOC: Service Ind J
Introduction
Service Industries Journal, 36(15/16)
Performance-only measures vs. performance-expectation measures of service quality
–Sang-June Park & Youjae Yi [] []
Managing service employees: literature review, expert opinions, and research directions
–Jochen Wirtz & Christina Jerger [] []
Instrumental client relationship development among top-ranking service professionals
–Yvette Taminiau, Julie Ferguson & Christine Moser [] []
Lagged effect of daily surface acting on subsequent day’s fatigue
–Yucheng Zhang, Long Zhang, Hui Lei, Yumeng Yue & Jingtao Zhu [] []
Impact of tacit knowledge on customer loyalty
–Carla Alexandra Barbosa Pereira, Helena Maria Batista Alves & João José Matos Ferreira [] []