Ruth N. Bolton, Amy K. Smith, and Janet Wagner

Striking the Right Balance: Designing Service to Enhance Business-to-Business Relationships
Journal of Service Research 2003 5: 271-291. [Abstract] [PDF] [References]  

Suzan Burton, Simon Sheather, and John Roberts

Reality or Perception?: The Effect of Actual and Perceived Performance on Satisfaction and Behavioral Intention
Journal of Service Research 2003 5: 292-302. [Abstract] [PDF] [References]  

Barak Libai, Eyal Biyalogorsky, and Eitan Gerstner

Setting Referral Fees in Affiliate Marketing
Journal of Service Research 2003 5: 303-315. [Abstract] [PDF] [References]  

Deborah F. Spake, Sharon E. Beatty, Beverly K. Brockman, and Tammy Neal Crutchfield

Consumer Comfort in Service Relationships: Measurement and Importance
Journal of Service Research 2003 5: 316-332. [Abstract] [PDF] [References]  

Gordon Fullerton

When Does Commitment Lead to Loyalty?
Journal of Service Research 2003 5: 333-344. [Abstract] [PDF] [References]  

Jochen Wirtz and Meng Chung Lee

An Examination of the Quality and Context-Specific Applicability of Commonly Used Customer Satisfaction Measures
Journal of Service Research 2003 5: 345-355. [Abstract] [PDF] [References]  

Håvard Hansen, Kåre Sandvik, and Fred Selnes

Direct and Indirect Effects of Commitment to a Service Employee on the Intention to Stay
Journal of Service Research 2003 5: 356-368. [Abstract] [PDF] [References]  

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