A canonical model of consumer evaluations and theoretical bases of expectations, Dawn Lacobucci et al; service quality: the construct, its dimensionality and its measurement, Jozee Lapierre; the productivity paradox is false - information technology improves services performance, James Brian Quinn; time perceptions in service systems - an overview of the TPM framework, Linda V. Green et al; the antecedents of brand switching, brand loyalty and verbal responses to service failure, Laurette Dube, Manfried Maute; tight and loose comprehensive customer contact (3C) plans, David A. Collier; development of the service system in a manual service firm - a case study of the Danish ISS, Jon Sundbo; cooperation in new service development - social dynamic approach, Ariane M. von Raesfeld et al; the fundamentals of relationships - an exploration of the concept to guide marketing implementation, Daphne E. Sheaves, James G. Barnes; friendship over the counter - how social aspects of service encounters influence consumer service loyalty, Cathy Goodwin, Dwayne D, Gremler; critical incidents in internal customer-supplier relationships - results of an empirical study, Patricia Neuhaus; service quality in professional business services - a relationship approach, Aino Halinen; about the editors; about the contributors.
