Introduction to the special issue on service innovation management

Managing Service Quality: An International Journal

Volumn 15, Issue 6, 2005, Pages 493-495

  Van Riel, Allard C R ^a  

^a UNIVERSITY OF LIÈGE   (Belgium)

Author keywords

Research; Services

Indexed keywords

EID: 28444457332     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520510633989     Document Type: Article

References (3)

1. Oliver, R.L., Rust, R.T. and Varki, S. (1997), “Customer delight: foundations, findings, and managerial insight”, Journal of Retailing, Vol. 73 No. 3, pp. 311-336.
2. Parasuraman, A. (2000), “Technology readiness index (TRI): a multiple-item scale to measure readiness to embrace new technologies”, Journal of Service Research, Vol. 2 No. 4, pp. 307-320.
3. Parasuraman, A. and Grewal, D. (2000), “The impact of technology on the quality-value-loyalty chain: a research agenda”, Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 168-174.