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Journal of Service Research Volume 5 Issue 3

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Journal of Service Research Volume 5 Issue 3

Organizational Responses to Customer Complaints: What Works and What Doesn't

Davidow,Moshe

Follow Journal of Service Research , Volume 5 (3): 225 SAGE – Feb 1, 2003

Service Equity, Satisfaction, and Loyalty: From Transaction-Specific to Cumulative Evaluations

Olsen,Line Lervik; Johnson,Michael D.

Follow Journal of Service Research , Volume 5 (3): 184 SAGE – Feb 1, 2003

Strategies for Integrating Capacity With Demand in Service Networks

Pullman,Madeleine E.; Thompson,Gary

Follow Journal of Service Research , Volume 5 (3): 169 SAGE – Feb 1, 2003

Application of Fairness Theory to Service Failures and Service Recovery

Mccoll-Kennedy,Janet R.; Sparks,Beverley A.

Follow Journal of Service Research , Volume 5 (3): 251 SAGE – Feb 1, 2003

What Is the True Value of a Lost Customer?

Hogan,John E.; Lemon,Katherine N.; Libai,Barak

Follow Journal of Service Research , Volume 5 (3): 196 SAGE – Feb 1, 2003

Intentions to Use Self-Service Technologies: A Confluence of Multiple Attitudes

Curran,James M.; Meuter,Matthew L.; Surprenant,Carol F.

Follow Journal of Service Research , Volume 5 (3): 209 SAGE – Feb 1, 2003

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Follow Journal of Service Research , Volume 5 (3): 225 SAGE – Feb 1, 2003

Olsen,Line Lervik; Johnson,Michael D.

Follow Journal of Service Research , Volume 5 (3): 184 SAGE – Feb 1, 2003

Pullman,Madeleine E.; Thompson,Gary

Follow Journal of Service Research , Volume 5 (3): 169 SAGE – Feb 1, 2003

Mccoll-Kennedy,Janet R.; Sparks,Beverley A.

Follow Journal of Service Research , Volume 5 (3): 251 SAGE – Feb 1, 2003

Hogan,John E.; Lemon,Katherine N.; Libai,Barak

Follow Journal of Service Research , Volume 5 (3): 196 SAGE – Feb 1, 2003

Curran,James M.; Meuter,Matthew L.; Surprenant,Carol F.

Follow Journal of Service Research , Volume 5 (3): 209 SAGE – Feb 1, 2003