Partnerships in the provision of services by multi-agencies: four dimensions of service leadership and service quality Colin ArmisteadPaul Pettigrew Original Paper 03 March 2007 Pages: 17 - 32
Discovering the “customer annoyance iceberg” through evidence controlling Bernd StaussWolfgang Seidel Original Paper 12 January 2007 Pages: 33 - 45
Complaint management and the role of the chief executive Melissa CunliffeRobert Johnston Original Paper 10 January 2007 Pages: 47 - 63
Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale Klaus SchoeferAdamantios Diamantopoulos Original Paper 25 May 2007 Pages: 65 - 81