Table Of Contents: Volume 20 Issue 4
Design dimensions of experience rooms for service test drives: Case studies in several service contextsBo Edvardsson, Bo Enquist, Robert Johnston
The objective of this exploratory study is to analyse “test drives” of service offerings in a variety of service contexts by applying existing design dimensions of…
A grounded theory model of service providers' stress, emotion, and coping during intercultural service encountersChen‐ya Wang, Anna S. Mattila
This study seeks to shed light on service providers' experiences and challenges during intercultural service encounters.
To sustain competitive advantage, it is necessary to understand consumers and their psychological fears and deliver them a service solution which is best under existing…
The relative importance of service features in explaining customer satisfaction: A comparison of measurement modelsAngelos Pantouvakis
The purpose of this paper is to assess the relative importance of various service‐quality dimensions in explaining customer satisfaction; and to examine whether this…
The aim of this study is to achieve a better understanding of how small business develops personalised business‐to‐business services.