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International Journal of Service Industry Management, Vol. 18, Iss. 1, 2007-03 ,pp. : 89-104

Emerald Group Publishing Ltd

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An exploratory study of the effects of experience on consumer perceptions of the service quality construct

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The consumer's reaction to delays in service

By Díaz Ana B. Casado   Ruíz Francisco J. Más  

International Journal of Service Industry Management, Vol. 13, Iss. 2, 2002-05 ,pp. : 118-140

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Consumer perceptions of service constellations: implications for service innovation

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Service expectations: the consumer versus the provider

By Hubbert Amy R   Sehorn Annette Garcia   Brown Stephen W  

International Journal of Service Industry Management, Vol. 6, Iss. 1, 1995-01 ,pp. : 6-21

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