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International Journal of Service Industry Management

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International Journal of Service Industry Management

Volume 18 Issue 5

Published: 2007 | Start Page: 450

Special Issue: Interdisciplinary Insights on Service Activities

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Articles

Articles
Article No:	Article Information:
1630526	Perceived justice and consumption experience evaluations: A qualitative and experimental investigation Philippe Aurier, Béatrice Siadou-Martin (pp. 450-471) Keywords: Consumers, Customer relations, Customer satisfaction, Function evaluation, Quality ArticleType: Research paper View HTML \| View PDF (129 KB) \| Reprints & Permissions
1630527	The validity of the SERVQUAL and SERVPERF scales: A meta-analytic view of 17 years of research across five continents François A. Carrillat, Fernando Jaramillo, Jay P. Mulki (pp. 472-490) Keywords: Culture, Quality, Services, SERVQUAL ArticleType: Research paper View HTML \| View PDF (113 KB) \| Reprints & Permissions
1630528	Changing roles of customers: consequences for HRM Albert Graf (pp. 491-509) Keywords: Customer orientation, Human resource management, Service levels ArticleType: Conceptual paper View HTML \| View PDF (119 KB) \| Reprints & Permissions
1630529	Customer switching resistance (CSR): The effects of perceived equity, trust and relationship commitment Gilles N'Goala (pp. 510-533) Keywords: Customer loyalty, Relationship marketing, Trust ArticleType: Research paper View HTML \| View PDF (136 KB) \| Reprints & Permissions
1630530	Perception and attribution of employees' effort and abilities: The impact on customer encounter satisfaction Nina Specht, Sina Fichtel, Anton Meyer (pp. 534-554) Keywords: Customer satisfaction, Employees, Service levels, Services ArticleType: Research paper View HTML \| View PDF (141 KB) \| Reprints & Permissions

Editorial

Editorial
Item No:	Item Information
1630531	Editorial Journal: International Journal of Service Industry Management Vol : 18 Issue: 5 Special Issue: Interdisciplinary Insights on Service Activities Author(s): Sylvie Llosa and Chiara Orsingher View HTML

Call for papers

Call for papers
Item No:	Item Information
1630532	Call for papers Journal: International Journal of Service Industry Management Vol : 18 Issue: 5 Special Issue: Interdisciplinary Insights on Service Activities View HTML