Roland Rust

A Call for a Wider Range of Service Research
Journal of Service Research 2004 6: 211. [PDF] [References]  

Christopher A. Voss, Aleda V. Roth, Eve D. Rosenzweig, Kate Blackmon, and Richard B. Chase

A Tale of Two Countries’ Conservatism, Service Quality, and Feedback on Customer Satisfaction
Journal of Service Research 2004 6: 212-230. [Abstract] [PDF] [References]  

Edward C. Malthouse, James L. Oakley, Bobby J. Calder, and Dawn Iacobucci

Customer Satisfaction Across Organizational Units
Journal of Service Research 2004 6: 231-242. [Abstract] [PDF] [References]  

Jing Lei, Roger Pruppers, Hans Ouwersloot, and Jos Lemmink

Service Intensiveness and Brand Extension Evaluations
Journal of Service Research 2004 6: 243-255. [Abstract] [PDF] [References]  

Inger Roos, Bo Edvardsson, and Anders Gustafsson

Customer Switching Patterns in Competitive and Noncompetitive Service Industries
Journal of Service Research 2004 6: 256-271. [Abstract] [PDF] [References]  

R. Kenneth Teas and Thomas E. DeCarlo

An Examination and Extension of the Zone-of-Tolerance Model: A Comparison to Performance-Based Models of Perceived Quality
Journal of Service Research 2004 6: 272-286. [Abstract] [PDF] [References]  

Kim Harris and Steve Baron

Consumer-to-Consumer Conversations in Service Settings
Journal of Service Research 2004 6: 287-303. [Abstract] [PDF] [References]  

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