Creating Positive Word-of-Mouth Promotion Through Service Recovery Strategies
–Edward Shih-Tse Wang & Shu-Yu Chang [Publisher] [Google Scholar]

Service Quality Dimension and Customer Satisfaction: An Empirical Study in the Malaysian Hotel Industry
–Muslim Amin, Zatilaziya Yahya, Wan Faizatul Aniza Ismayatim, Siti Zaroha Nasharuddin & Emilia Kassim [Publisher] [Google Scholar]

The Role of the Manager in Shaping Customer Contact Employee Perceptions of the Firm’s Relationship With Technology: A Conceptual Model
–David E. Fleming & Andrew B. Artis [Publisher] [Google Scholar]

Modeling a Formative Measure of Relationship Quality and Its Effects: Evidence From the Hong Kong Retail Banking Industry
–Brian Tung & Jamie Carlson [Publisher] [Google Scholar]

"Calling Again…": Relationships Between Customer Repeat Calls, Hostility, and Service Quality
–Tali Seger-Guttmann & Hana Medler-Liraz [Publisher] [Google Scholar]

Using Time Series Analysis to Predict U.S. Service Exports
–D. Steven White, Godwin C. Ariguzo & Catharine M. Curran [Publisher] [Google Scholar]

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