Table of contents
Service loyalty: implications for service providers
Rajshekhar Raj G. Javalgi, Christopher R. MobergService industries have been, and will continue to be, largely responsible for much of the domestic and international economic growth in the USA. Service loyalty, which can be…
9772
Service quality in the Australian advertising industry: a methodological study
Pascale Quester, Simon RomaniukThe issue of measuring service quality has been widely debated in the literature. Two main scales have been developed and criticized in the last few years: SERVQUAL and SERVPERF…
1592
A processual analysis of customer service training
Binshan Lin, John DarlingProposes that customer service training processes should be studied as a multidimensional issue, recognizing an analytical dimension of tasks, technique, procedure, and system; a…
3754
Making promises: the power of engagement
Louis FabienContends that service relationship marketing is all about promises: in order to keep a promise made to potential customers, service companies must ensure delivery of their…
1830
ISSN:
0887-6045e-ISSN:
2054-1651ISSN-L:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Professor Kristina Heinonen
- Professor Mark Rosenbaum