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A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors.Bettencourt, Lance A.; Gwinner, Kevin P.; Meuter, Matthew L. · Journal of Applied Psychology · 2001
Determinants of new product performanceStorey, Chris D.; Easingwood, Christopher J. · International Journal of Service Industry Management · 1996
Research themes, concepts and relationshipsPilkington, Alan; Chai, Kah‐Hin · International Journal of Service Industry Management · 2008
Halo in customer satisfaction measuresWirtz, Jochen · International Journal of Service Industry Management · 2003
Customer loyalty and complex servicesWallin Andreassen, Tor; Lindestad, Bodil · International Journal of Service Industry Management · 1998
Maintenance of machineryKumar, Rajesh; Markeset, Tore; Kumar, Uday · International Journal of Service Industry Management · 2004
Measuring Productivity in ServicesMcLaughlin, Curtis P.; Coffey, Sydney · International Journal of Service Industry Management · 1990
Improving call centre agent performanceWirtz, Jochen; Shankar Mahesh, Vaikalathur; Kasturi, Anand · International Journal of Service Industry Management · 2006
Customer frustration in loyalty programsStauss, Bernd; Schmidt, Maxie; Schoeler, Andreas · International Journal of Service Industry Management · 2005