List of contributors. Preface (T.A. Swart et a.). Acknowledgment. About the Center for Services Marketing and Management. Executive Summaries. Services: what do we know and where shall we go? A view from marketing (D. Iacobucci). The service quality measurement literature: a generalizability perspective (A. Finn, U. Kayande). Why would certain types of in-process negative emotions increase post-purchase consumer satisfaction with services? Insights from an interpersonal view of emotions (L. Dube, K. Menon). Service disposition and personality: a review and a classification scheme for understanding where service disposition has an effect on customers (R.F. Hurley). Toward a unifying framework for studying internal market services exchange (J.R. Ronchetto, T.A. Buckles). The strategic course for a dynamic new service: identity and the divergent beliefs of managers (M.B. Houston et al.). Gaining customer compliance in services (S. Dellande, M.C. Gilly). Psychological empowerment in a service environment: some empirical findings (B. Van Looy et al.). About the editors. About the contributors.