Zolkiewski, Judy; Lewis, Barbara; Yuan, Fang; Yuan, Jing - In: Journal of Services Marketing 21 (2007) 5, pp. 313-325
Purpose – The purpose of this paper is to develop a deeper understanding of customer service/service quality in business‐to‐business contexts. Design/methodology/approach – An in‐depth case study was used to discover the perceptions of both key individuals in the supplying company and...