"I recently heard a fascinating talk by a senior astronomer about the roller-coaster, decadelong journey to get a new telescope into orbit. I was struck by the amount of emotion imbued in the description of an exact scientist's work. Telescopes were described as "awesome" (positive emotion?)....

This study extends previous research on gap analysis of service quality by including not only functional service quality but also relational benefits. To this end, a field study was carried out in 36 hotels and 35 restaurants. The samples consisted of 213 employees and 657 customers. A...

Purpose: The purpose of this paper is to propose that the manager’s perception of the service quality delivered by his/her team acts as a precursor of his/her trust in team members. In turn, the manager’s trust in team members is related to team members’ trust in the manager. Furthermore,...