Irene C L Ng PhD 2000 Professor of Marketing Science, Director of the Centre for Service Research School of Business & Economics, University of Exeter Streatham Court Rennes Drive, Exeter EX4, 4PU, U.K. Tel: +44 (0) 1392 263250 Fax: +44 (0) 1392 263242 Email: I.C.L.Ng@exeter.ac.uk / ireneng@exeter.ac.uk