Volume 14 Issue 2 - 2008

Services Marketing: Linking the Employee-Customer Interface

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114-115 Editorial
Sharyn Rundle-Thiele, Rebekah Russell-Bennett
116-126 Service Sells: Exploring connections between customer service strategy and the psychological contract
Leanne Cutcher
127-140 The Role of the Customer Advocate: Contextual and task performance as advocacy participation
Jane Galloway Seiling
141-154 Work Climate and Customer Satisfaction: The role of trust in the retail context
Long W Lam, Dora C Lau
155-167 Service Climate and Employee Wellbeing in Higher Education
Angela Martin
168-179 Service Staff Attitudes, Organisational Practices and Performance Drivers
Amanda Beaton, Ian Lings, Siegfried P Gudergan
180-192 Aggression at the Service Delivery Interface: Do you see what I see?
Loraleigh Keashly, Joel H Neuman
193-206 Optimising the Internal Value Chain: Principles and practices
Mark T Spence, Sudhir H Kale
207-218 Employee/Customer Interface in a Service Crisis: Impact of senior management attributes and practices on customer evaluation
Nell Kimberley, Charmine EJ Härtel
219-222 Epilogue: Untangling the Employee-Customer Interface for Services
Raymond P Fisk

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