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International Journal of Service Industry Management, Vol. 15, Iss. 5, 2004-12 ,pp. : 460-478

Emerald Group Publishing Ltd

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How disconfirmation, perception and actual waiting times impact customer satisfaction

By Davis Mark M   Heineke Janelle  

International Journal of Service Industry Management, Vol. 9, Iss. 1, 1998-01 ,pp. : 64-73

Emerald Group Publishing Ltd

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Customer satisfaction and retention: the experiences of individual employees

By Hansemark Ove C.   Albinsson Marie  

Managing Service Quality, Vol. 14, Iss. 1, 2004-02 ,pp. : 40-57

Emerald Group Publishing Ltd

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The satisfaction and retention of frontline employees: A customer satisfaction measurement approach

By Rust Roland T   Stewart Greg L   Miller Heather   Pielack Debbie  

International Journal of Service Industry Management, Vol. 7, Iss. 5, 1996-05 ,pp. : 62-80

Emerald Group Publishing Ltd

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Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiences

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Journal of Service Management, Vol. 20, Iss. 4, 2009-08 ,pp. : 380-403

Emerald Group Publishing Ltd

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