This title is part of a series which offers an interdisciplinary approach to the latest research and practice in services. Topics discussed in this title include the calculus of service quality and customer satisfaction and environmental and positional antecedents of management commitment to service quality.

Hardbound. This interdisciplinary series focuses on new, fresh ideas in services marketing and management and is committed to encouraging scholars new to the area of services to pursue innovative and interdisciplinary services-related research. Also encouraged is work that crosses the boundaries between academic research and business practice. Leading scholars will delve into services issues such as service quality, internal marketing, service design, human resources in services, services operations, etc. Included are directions for future research and managerial implications.An added feature is a services in action section addressing in depth some aspect of a service organizations practice which is on the cutting edge. Leading service firms will share how they have innovatively applied services principles in business practice.

This series is dedicated to topics such as service quality, internal marketing, service design, human resources practices and service systems, using theoretical research and the results of empirical studies. This volume concentrates on the effect on information technology on services performance, service quality, new service development, brand loyalty, and fair service. It also covers the relational aspects of services management such as the customer contact, customer-supplier relationships, and the social aspect of customer service loyalty.