Service Quality and Management

Dynamics in Service Quality Perceptions — A Longitudinal Approach to Evaluate the Outcome Dimension in Service Quality Perceptions -- National Customer Satisfaction Indices: A Critical Investigation from an Application Perspective -- The Link between Customer Satisfaction and Dealer Satisfaction — The case of the German Car Industry -- Criticality of Critical Incidents in Customer Relationships -- Critical Incidents in Dutch Consumer Press: Why Dissatisfied Customers Complain with Third Parties -- Achieving Service Quality through the Application of Importance-Performance Analysis -- The Sequential Incident Technique for Innovations (SITI) — A Tool for Generating Improvements and Ideas in Service Processes -- Beyond the Call of Duty: The Impact of Perceived Support on Attitudes and Behavior of Temporary Call Center Agents -- Quality Management and Organizational Change -- Sales-Related Benefit-Analysis of Service Quality Investments — The Moderating Role of Customer Relationship Type -- List of Abstracts -- Biographies.