Journal of Service Research -- Table of Contents (February 1 2002, 4 [3])

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Contents: February 1 2002, Volume 4, No. 3 [Index by Author] Other Issues:

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Lloyd C. Harris and Emmanuel Ogbonna: Exploring Service Sabotage: The Antecedents, Types and Consequences of Frontline, Deviant, Antiservice Behaviors
Journal of Service Research 2002 4: 163-183. [Abstract] [PDF] [References]

Thomas J. Page Jr and Richard A. Spreng: Difference Scores versus Direct Effects in Service Quality Measurement
Journal of Service Research 2002 4: 184-192. [Abstract] [PDF] [References]

Inger Roos: Methods of Investigating Critical Incidents: A Comparative Review
Journal of Service Research 2002 4: 193-204. [Abstract] [PDF] [References]

Hooman Estelami and Peter De Maeyer: Customer Reactions to Service Provider Overgenerosity
Journal of Service Research 2002 4: 205-216. [Abstract] [PDF] [References]

Charles R. Emery and Lawrence D. Fredendall: The Effect of Teams on Firm Profitability and Customer Satisfaction
Journal of Service Research 2002 4: 217-229. [Abstract] [PDF] [References]

Thorsten Hennig-Thurau, Kevin P. Gwinner, and Dwayne D. Gremler: Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality
Journal of Service Research 2002 4: 230-247. [Abstract] [PDF] [References]

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