The impact of timeliness on complaint satisfaction in the context of call-centers, 5-16.
Service recovery paradox: implications from an experimental study in a restaurant setting, 17-33.
The two dimensions of restaurant selection important to the mature market, 35-47.
A study of tourists' satisfaction determinants in the context of the Pearl River Delta sub-regional destinations, 49-63.
Trade-off analysis of perceived customer value: the case of a travel vacation club, 65-80.
Cultural/heritage destinations: tourist satisfaction and market segmentation, 81-99.