Fred Selnes and Håvard Hansen

The Potential Hazard of Self-Service in Developing Customer Loyalty
Journal of Service Research 2001 4: 79-90. [Abstract] [PDF] [References]  

Anna S. Mattila

The Impact of Relationship Type on Customer Loyalty in a Context of Service Failures
Journal of Service Research 2001 4: 91-101. [Abstract] [PDF] [References]  

Steve Baron, Kim Harris, and Richard Harris

Retail Theater: The "Intended Effect" of the Performance
Journal of Service Research 2001 4: 102-117. [Abstract] [PDF] [References]  

Ben Shaw-Ching Liu, Olivier Furrer, and D. Sudharshan

The Relationships between Culture and Behavioral Intentions toward Services
Journal of Service Research 2001 4: 118-129. [Abstract] [PDF] [References]  

Carole Driver and Robert Johnston

Understanding Service Customers: The Value of Hard and Soft Attributes
Journal of Service Research 2001 4: 130-139. [Abstract] [PDF] [References]  

P. S. Raju and Subhash C. Lonial

The Impact of Quality Context and Market Orientation on Organizational Performance in a Service Environment
Journal of Service Research 2001 4: 140-154. [Abstract] [PDF] [References]  

Terry H. Grapentine

A Practitioner’s Comment on Aimee L. Drolet and Donald G. Morrison’s "Do We Really Need Multiple-Item Measures in Service Research?"
Journal of Service Research 2001 4: 155-158. [Abstract] [PDF] [References]  

Aimee L. Drolet and Donald G. Morrison

Rejoinder to Grapentine
Journal of Service Research 2001 4: 159-160. [Abstract] [PDF]  

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