Issue 1/2008
Content (5 Articles)
Original Paper
Partnerships in the provision of services by multi-agencies: four dimensions of service leadership and service quality
Colin Armistead, Paul Pettigrew
Original Paper
Discovering the “customer annoyance iceberg” through evidence controlling
Bernd Stauss, Wolfgang Seidel
Original Paper
Complaint management and the role of the chief executive
Melissa Cunliffe, Robert Johnston
Original Paper
Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale
Klaus Schoefer, Adamantios Diamantopoulos