Roland Rust

The Rise of E-Service
Journal of Service Research 2001 3: 283-284. [PDF] [References]  

Gregory R. Heim and Kingshuk K. Sinha

A Product-Process Matrix for Electronic B2C Operations: Implications for the Delivery of Customer Value
Journal of Service Research 2001 3: 286-299. [Abstract] [PDF] [References]  

Robert F. Bordley

Integrating Gap Analysis and Utility Theory in Service Research
Journal of Service Research 2001 3: 300-309. [Abstract] [PDF] [References]  

Adam Finn

Mystery Shopper Benchmarking of Durable-Goods Chains and Stores
Journal of Service Research 2001 3: 310-320. [Abstract] [PDF] [References]  

Thomas E. Boyt, Robert F. Lusch, and Gillian Naylor

The Role of Professionalism in Determining Job Satisfaction in Professional Services: A Study of Marketing Researchers
Journal of Service Research 2001 3: 321-330. [Abstract] [PDF] [References]  

Thorsten Hennig-Thurau, Markus F. Langer, and Ursula Hansen

Modeling and Managing Student Loyalty: An Approach Based on the Concept of Relationship Quality
Journal of Service Research 2001 3: 331-344. [Abstract] [PDF] [References]  

Dana Yagil

Ingratiation and Assertiveness in the Service Provider–Customer Dyad
Journal of Service Research 2001 3: 345-353. [Abstract] [PDF] [References]  

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