Table of contents
Skill and resource based competitive methods: impact on firm performance
Thomas L. Powers, William HahnThis paper reports research on the number of competitive methods used by firms and their impact on firm performance. The research was based on a survey of banks in the New England…
2358
Consumer education and service quality: conceptual issues and practical implications
Dawn BurtonService quality has attracted considerable attention within the service marketing literature, but despite this, high profile consumer education has not been considered a valuable…
6577
Perceived risk and outcome differences in multi‐level service relationships
Gerrard MacintoshService relationships are often complex, involving multi‐level relationships. Customers can have relationships with the firm and interpersonal relationships with service personnel…
2127
A triadic network approach to service quality
Göran SvenssonThe unidirectional measurement and evaluation of the service quality in a specific service encounter is not enough to understand the existing service quality between two actors in…
2012
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