Roland Rust

Automating Service
Journal of Service Research 1999 2: 3. [PDF]  

Piyush Kumar

The Impact of Long-Term Client Relationships on the Performance of Business Service Firms
Journal of Service Research 1999 2: 4-18. [Abstract] [PDF] [References]  

O. Zeynep Aksin and Patrick T. Harker

To Sell or Not to Sell: Determining the Trade-Offs between Service and Sales in Retail Banking Phone Centers
Journal of Service Research 1999 2: 19-33. [Abstract] [PDF] [References]  

Kenneth R. Evans, Todd J. Arnold, and John A. Grant

Combining Service and Sales at the Point of Customer Contact: A Retail Banking Example
Journal of Service Research 1999 2: 34-49. [Abstract] [PDF] [References]  

Martin Wetzels, Ko de Ruyter, and Jos Lemmink

Role Stress in After-Sales Service Management
Journal of Service Research 1999 2: 50-67. [Abstract] [PDF] [References]  

Inger Roos

Switching Processes in Customer Relationships
Journal of Service Research 1999 2: 68-85. [Abstract] [PDF] [References]  

Marcel Zeelenberg and Rik Pieters

Comparing Service Delivery to What Might Have Been: Behavioral Responses to Regret and Disappointment
Journal of Service Research 1999 2: 86-97. [Abstract] [PDF] [References]  

Banwari Mittal

The Advertising of Services: Meeting the Challenge of Intangibility
Journal of Service Research 1999 2: 98-116. [Abstract] [PDF] [References]  

To see an article, click its [PDF] link. To add articles to your marked citations, check the boxes to the left of the titles you want, and click the 'Add to Marked Citations' button. To see one abstract at a time, click its [Abstract] link.