1999 SERVSIG Services Research Conference: Jazzing into the New Millenium

1999 SERVSIG Service Research Conference: Jazzing into the New Millennium was edited by Ray Fisk and Liam Glynn. This work is a collection of papers presented at the maiden 1999 conference. The papers cover a broader area of relationship marketing and services marketing strategy. Several authors have explored the nature and strength of relationships among consumers and service organizations, buyer-supplier relationship, consumer loyalty, and recovery programs following core service failures. This volume is also notable for its attention to external consumer perception and satisfaction issues.