Roland Rust

Technology and Service
Journal of Service Research 1999 1: 195. [PDF]  

Richard L. Oliver and Raymond R. Burke

Expectation Processes in Satisfaction Formation: A Field Study
Journal of Service Research 1999 1: 196-214. [Abstract] [PDF] [References]  

Richard Metters and Vicente Vargas

Yield Management for the Nonprofit Sector
Journal of Service Research 1999 1: 215-226. [Abstract] [PDF] [References]  

David E. Hansen and Peter J. Danaher

Inconsistent Performance during the Service Encounter: What’s a Good Start Worth?
Journal of Service Research 1999 1: 227-235. [Abstract] [PDF] [References]  

Christo Boshoff

Recovsat: An Instrument to Measure Satisfaction with Transaction-Specific Service Recovery
Journal of Service Research 1999 1: 236-249. [Abstract] [PDF] [References]  

Anna S. Mattila

The Role of Culture in the Service Evaluation Process
Journal of Service Research 1999 1: 250-261. [Abstract] [PDF] [References]  

Rohit Verma, Gary M. Thompson, and Jordan J. Louviere

Configuring Service Operations in Accordance with Customer Needs and Preferences
Journal of Service Research 1999 1: 262-274. [Abstract] [PDF] [References]  

Lawrence O. Hamer, Ben Shaw-Ching Liu, and D. Sudharshan

The Effects of Intraencounter Changes in Expectations on Perceived Service Quality Models
Journal of Service Research 1999 1: 275-289. [Abstract] [PDF] [References]  

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