Volume 18 number 5
Perception and attribution of employees' effort and abilities: The impact on customer encounter satisfaction
Nina Specht, Sina Fichtel, Anton Meyer
Volume 18 number 1
The role of arousal congruency in influencing consumers' satisfaction evaluations and in-store behaviors
Jochen Wirtz, Anna S. Mattila, Rachel L.P. Tan
Volume 18 number 1
Managing employee empowerment in luxury hotels in Europe
Antonis Klidas, Peter T. van den Berg, Celeste P.M. Wilderom
Volume 18 number 4
Electronic healthcare: a study of people's readiness and attitude toward performing self-diagnosis
Even J. Lanseng, Tor W. Andreassen
Lerzan Aksoy, Koc University, Turkey