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Programme  Titles  Presenters 
Services Marketing
Session 3: Competitive Papers, Tuesday 5 July, Session 3: 15:45 – 17:15
Red Rum Bar
Chair: David Longbottom
Pace of the service product elimination decision-reaching process: an empirical investigation into the effects of firm and product characteristics
Paraskevas Argouslidis*1, George Baltas1, Alexis Mavrommatis2, Kalliopi Oikonomou1
1Athens University of Economics and Business, Greece, 2EADA International Management Development Centre, Spain
The impact of customer-directed resources on front line employee's customer service self efficacy: An exploratory study
Bee Leng Seow, Jillian C. Sweeney*
The University of Western Australia, Australia
The role of deep emotions in service improvement initiatives: a summary of literature and a survey of critical factors
David Longbottom*, Julie Hilton, Alison Lawson
University of Derby, United Kingdom