Drawing from the organizational behaviour and services marketing literature, we develop a conceptual model of self-managing team (SMT) service climate, taking into account characteristics of the organizational context, the SMT, and the individual employee. In order to assess the impact of SMT...

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...