Table of contents
Relationship benefits in service industries: a replication in a Southeast Asian context
Paul G. Patterson, Tasman SmithBecause service encounters and service relationships are first and foremost social encounters, norms and expectations related to such encounters are likely to vary from culture to…
Enhancing organizational performance in banks: a systematic approach
Ugur Yavas, Mahmoud M. YasinTo enhance their organizational performance, banks can benefit from the experiences of manufacturing firms and gainfully employ quality and process improvement philosophies with…
The nature of problem recognition and search in the extended health care decision
C. Jeanne HillWithin the existing health care system, a significant percentage of Americans over the age of 65 will have need of extended health care. Yet the extended care industry has little…
Service encounter problems: which service providers are more likely to be blamed?
Charlene Pleger BebkoLooks at unmet customer expectations in service delivery associated with service encounter problems. Problematic service encounters are compared to those which were problem free…
Do you know what the customer you penalized yesterday is doing today? A pilot analysis
Eugene H. Fram, Andrew CallahanGiven the growing and widespread use of consumer penalties, there is little doubt business considers them an effective way to get customers to follow through on commitments. Yet…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum