http://www.emeraldinsight.com/toc/jstp/26/3

A critical incident technique investigation of customers’ waiting experiences in service encounters
Prabha Ramseook-Munhurrun

Trends in quality management research in higher education institutions
Juan José Tarí and Gavin Dick

An examination of relative satisfaction and share of wallet
Alexander Buoye

Exploring service adaptation in a business-to-business context
Xia Zhu and Judy Zolkiewski

Value proposition test-driving for service innovation
Maria Åkesson, Per Skålén, Bo Edvardsson, and Anna Stålhammar

Engaged customers as job resources or demands for frontline employees?
Katrien Verleye, Paul Gemmel, and Deva Rangarajan

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