Alka Sharma	Mr. Anil Gupta	The Business School,University of Jammu,India	Market orientation & its impact on service quality - a case study of state bank of India
Alinda Kokkinou		School of Hospitality Management,Penn State University,USA	The formation of reference price in the context of demand-based pricing practices and its role in consumer perceptions of price fairness
Amit Sharma	Iain T. Christie	School of Hospitality Management Penn State University,U.S.A	Value-chain assessment of hospitality services in Mozambique
Anna Mattila	Daniel Mount	School of Hospitality Management Penn State University,U.S.A	The relationship of stability, controllability and share-of-wallet to negative word-of-mouth behaviors
Anu Sharma	Sajeevan Rao  Deepak Tyagi	IILM Institute for Higher Education,India	SERVQUAL vs. SERVPERF: a comparison of techniques for evaluating online service experience
Arun Upneja	Mike Dalbor Nan Hua	School of Hospitality Management, Penn State University,U.S.A	Lodging firms and interest rates
Betsy A. Pudliner		School of Family and Consumer Sciences,Eastern Illinois University,U.S.A	Service quality, relationship building and innovative technologies in the Scottish tourism industry
Bonnie J.Knutson	Jeffrey A.Beck SeungHyun Kim Jaemin Cha	Michigan State University,U.S.A	Service quality as a component of experience: proposal of a three phase model
Bo-Youn Lee	David A. Cranage	School of Hospitality Management, Penn State University, U.S.A	Self-service technologies in hospitality industry
Breffini M. Noone		School of Hospitality Management, Penn State University, U.S.A	The moderating effect of consumption goals on the relationship between crowding and perceived service quality
Christel Raubenheimer		School of Tourism and Hospitality,University of Johannesburg, S. Africa	Exploring Service Quality Differentiation in three and five star hotel accomodation in Gauteng, South Africa
Chung Hun Lee	David A. Cranage	School of Hospitality Management,Penn State University,U.S.A	Effects of two dimensions of consumer uncertainty on online pre-purchase information search: a case with online hotel booking environment
Daneel Van Lill		School of Tourism and Hospitality,University of Johannesburg, S. Africa	The case of less travelled transformational service strategy: The diferentiation of Sun International's Gaming and Casino Division
David Bowen	Levent Altinay	Department Hospitality, Leisure and Tourism Management,Oxford Brookes University,UK	No through road: overcoming access issues in satisfaction studies
David Pearlman	Harsha Chacko Mike Andry	Lester E. Kabacoff School of Hotel, Restaurant and Tourism Administration,University of New Orleans,U.S.A	Six σ at Starwood’s: a case study of the New Orleans’ Sheraton
David Rivera		Department of Hospitality Management,East Carolina University,U.S.A	A cluster analysis of young adult college students using the constructs of a proposed modified model of planned behavior
David Rivera		School of Hospitality Management, East Carolina University, U.S.A	College and elementary school students work together to develop a food product
David Rivera		School of Hospitality Management, East Carolina University, U.S.A	The use of an expanded rational expectations model to examine the effects of social issues on young adult college students intentions to consume beef
David Rivera		School of Hospitality Management, East Carolina University, U.S.A	Creating Expeiential Service Quality Learning Experiences For College Students Using A Student Operated Foodservice Facility
David Schumann		Pacific Islands Club,Guam	Perceptions of guest satisfaction by market: a Guam case study
Denver E.Severt		Rosen College of Hospitality Management,University of Central Florida,USA	Employee job satisfaction and organizational communication
Eda Gurel		Bilkent University,Turkey	Service quality and visitor satisfaction in museums in Turkey
Eda Gurel	Ali Unal	Bilkent University,Turkey	Customer satisfaction in restaurant operations in Turkey
Eda Gurel	Aysin Pasamehmetoglu	Bilkent University,Turkey	Service quality of the hotels in Turkey: its impact on customer value, satisfaction, commitment and retention
Eid Alotaibi	Yuksel Ekinci Hesham Al-Sabbahy	School of Management,University of Surrey,UK	An investigation of the antecedents and consequences of interaction quality in service encounter
F. Anyl Konuk	Nihal Sututemiz	Department of Business Administration,Sakarya University,Turkey	Applicability of retail service quality scale(RSQS) for Turkish consumers: preliminary approach
Fredy Valenzuala		School of Business, Economic and Public Policy,University of New England, Australia	Assessing influence of switching barriers on service recovery evaluation in the retail banking industry: construct development and testing
Gabriel Gazzoli	Murat Hancer Yumi Park	Institut Hotelier Cesar Ritz, Switzerland	The effect of psychological empowerment and job satisfaction on service quality
G.Nagalingappa		Department of Management Studies, PES Institute of Technology, India	University B-School Vs Autonomous B –School a service process comparison -An Insight of Indian Higher Education Scenario
Gita A. Kumta	Sankalp Kumar	Information Systems, School of Business Management,NMIMS University, Mumbai,India	Operational strategies for delivering service quality
H.G. Parsa	Khaldoon Nusair	Rosen College of Hospitality Management, University of Central Florida, U.S.A	A comparative assessment of structural equation modeling(SEM) and multiple regression in testing a model for commitment in B-to-C travel context
H.G. Parsa	Leonard A. Jackson	Rosen College of Hospitality Management,University of Central Florida,U.S.A	A typology of corporate social responsibility and financial performance in servcies
H.G. Parsa	Hae Jin Yoon Sandra Naipaul	Rosen College of Hospitality Management,University of Central Florida,U.S.A	Price discounts and consumers perceptions: a comparison of hospitality and non-hospitality services
H.G. Parsa	Amanda Templeton	Rosen College of Hospitality Management, University of Central Florida, U.S.A	All employees are not created equal: an alternative employee turnover ratio assessment method
Husni Kharouf		Coventry University,UK	Trustworthiness in hotel service: a conceptual framework
Joong-Won Lee	Gary D. Ellis, Linda S. Ralston	University of Utah,U.S.A	Psychometric evaluation of a single-item, Kano-based measure of delightedness with service experiences
Jungjin Hwang	David A.Cranage	School of Hospitality Management,Penn State University,U.S.A	Customers’ health perception of selected fast-food restaurants according to their nutritional knowledge and health consciousness
Kimberly Severt	Denver E.Severt Radesh Palakurthi	Rosen College of Hospitality Management,University of Central Florida,USA	Components of customer equity in the convention industry
Kim Williams		Lester E. Kabacoff School of Hotel, Restaurant, and Tourism Administration, University of New Orleans, U.S.A	No title
Kirti Dutta	Anil Dutta	Institute for International Management and Technology,Oxford Brookes University,India	Analyzing customer expectations and perceptions of service quality: the Indian banking sector
Kirti Dutta	Umashankar Venkatesh Kamlesh Misra	Institute for International Management and Technology,Oxford Brookes University,India	Service quality perceptions of customers of organized retail in India – a customer-service context
Kirti Madan		Institute for International Management and Technology,India	Role of internal audit in improving service quality-an assessment of the Indian service industry
Kristen Kozub	Martin O'Neill	Hotel & Restaurant Management Program,Auburn University,U.S.A	The effects of loyalty on service recovery satisfaction
Kwanglim Seo	Amit Sharma	School of Hospitality Management, Penn State University, U.S.A	Long run performance analysis of hospitality businesses: in the case of hotel REITs
Lis P. Tussyadiah		School of Tourism & Hospitality Management,Temple University.U.S.A	Web 2.0 restaurant reservation services: conceptualizing quality from collective narratives
Marianna Sigala	Evangelos Christou	Department of Business Administration, Business School,University of the Aegean,Greece	Expanding the e-service quality concept to include customer participation and intercustomer support in e-service provision
Min Gyung Kim		School of Hospitality Management Penn State University,U.S.A	Chinese vs. Korean: Who are more patient?
Mridula Dwivedi	Robert V. Kozinets Anil Yadav	Institute for International Management and Technology, India	The split destination images of Agra – a quality perspective
Pei-Jou Kuo	David A. Cranage	School of Hospitality Management,Penn State University,U.S.A	Co-designing the dish: the effect of customer participation and customization on satisfaction
Ping He	Suzanne K. Murrmann,    Richard R. Perdue	Department of Hospitality & Tourism Management,Virginia Tech,U.S.A	Employee empowerment: its link to employee perception's of service quality and job satisfaction
Prabha Munhurrun	Perunjodi Naidoo	School of Public Sector Policy and Managment,University of Technology, Mauritius	Customer’s perceptions of online banking service quality in Mauritius
Pradeep Racherla	Clark Hu	School of Tourism & Hospitality Management, Temple University, U.S.A	Multi-channel interactions and relationship management in the service firms
R.Renganathan		School of Management,SASTRA University,India	Service quality in hospitality industry – expectations from the perspectives of managers’ and customers’
R. S. Pudale	S.S. Mantha	Department of Mechanical Engineering,Bharati Vidyapeeth College of Engineering,India	Design and development of Suction Gripper for geometrically variant workpieces using CAD
Ranjan Chaudhuri	Sanjeev Verma	National Institute of Industrial Engineering(NITIE),India	Measurement of customer perceptions of the retail service delivery system
Robert Voelker		Munsch Hardt Kopf & Harr P.C.,U.S.A	Negotiating hotel operating agreements for mixed-use developments
Rosalind McMullan	Audrey Gilmore	Department of Nutrition and Food Science,Auburn University,U.S.A	The use and application of scales in services marketing research: a focus on hospitality and tourism
Rumki Bandyopadhyay		Institute for International Management and Technology, India	Development of Financial Institutions
Saumya Krishna		IILM Graduate School of Management,India	Value creation through De-merger - a study of reliance industries Ltd in Indian market
Seema Mehta	Tarika Singh	Prestige Institute of Management, India	Changing paradigm of Indian milk industry: a demographic study
Sunil Pevekar		ICFAI Business School,India	Franchising of pre-school education – an Indian case study
Vijay Kumar Singh	Rumki Bandyopadhyay	IIMT,Oxford Brookes University,India	The Impact of Indian Legal System on Higher Education Institution
Vivienne Wildes		School of Hospitality Management, Penn State University, U.S.A	Corporate social responsibility: job analysis/job design in services management
William Koehler	Nripendra Singh Mohan Agrawal	University of Massachusetts, Boston,U.S.A	Service quality in the commercial passenger transport industry in India
Yao-Yi Fu		Department of Tourism, Conventions, and Event Management,Indiana University,U.S.A	Exploring new predictors of service fairness in a restaurant situation
Yavar Ehsan		Information Technology,IILM Institute for Higher Education,India	Deployment of RFID in the Retail Services Sector
Yong Jae Ko	Yu Kyoum Kim	Department of Tourism, Recreation, and Sport Management,University of Florida,U.S.A	The role of customer loyalty on the relationships between perceived quality event and satisfaction: a case of a professional sport event
Yuksel Ekinci	Dia Zeglat Andrew Lockwood	School of Management,University of Surrey,UK	An investigation of the relationship between service quality and profitability in UK budget hotels
Yuksel Ekinci	Jamie Lywood      Levent Altinay Merlin Stone	School of Management,University of Surrey,UK	Assessing service quality in UK call centers using the ERIC instrument
Yuksel Ekinci	Khaled Odeh Andrew Lockwood	School of Management,University of Surrey,UK	The impact of frontline employee empowerment on service quality in Jordanian restaurant industry