TOC: Managing Service Quality


Managing Service Quality, 23(1)

Online complaining: Understanding the adoption process and the role of individual and situational characteristics
Tor W. Andreassen, Sandra Streukens [Publisher] [Google Scholar]

A longitudinal study of the zone of tolerance
Michael Stodnick, Kathryn A. Marley [Publisher] [Google Scholar]

Service responses to emotional states of business customers
Yi-Chieh Wang, Rian Beise-Zee [Publisher] [Google Scholar]

Service quality in automated teller machines: an empirical investigation
Bedman Narteh [Publisher] [Google Scholar]

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