TOC: Managing Service Quality
Introduction
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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