Traditional survey-based measures of service quality are argued to be problematic when reflecting individual services and turning measurement into action. This paper reviews developments to an alternative measurement approach, the Service Template Process, and offers an extension to it. The...

This research explores how elective surgical patients make sense of their hospitalization experiences. We explore sensemaking using longitudinal narrative interviews (n=72) with 38 patients undergoing elective surgical procedures between June 2010 and February 2011. We consider patients'...

This paper explores employees' reactions to the management of post-merger cultural integration in the hotel industry. Using a mixed method design incorporating a structured card sort of possible emotions and subsequent in-depth interview, data were collected from 30 head office employees....