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Emerald Group Publishing Ltd

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Emerald Group Publishing Ltd

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Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention

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The impact of customer participation and service expectation on Locus attributions following service failure

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International Journal of Service Industry Management, Vol. 15, Iss. 1, 2004-02 ,pp. : 7-26

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The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider

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International Journal of Service Industry Management, Vol. 15, Iss. 4, 2004-04 ,pp. : 365-384

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