Advances in Services Marketing and Management

Part of a series which offers an interdisciplinary approach to the latest research and practice in services. Topics discussed include the calculus of service quality and customer satisfaction and environmental and positional antecedents of management commitment to service quality.
This series is dedicated to topics such as service quality, internal marketing, service design, human resources practices and service systems, using theoretical research and the results of empirical studies. This volume concentrates on the effect on information technology on services performance, service quality, new service development, brand loyalty, and fair service. It also covers the relational aspects of services management such as the customer contact, customer-supplier relationships, and the social aspect of customer service loyalty.

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