Group leader: Christina Keller
Participants: P. Vassilakovpolov, Ilkka Haukijärvi
| Author | Title |
| Ari Helin | The state of the art: The impact of service quality to behavioral intentions |
| Jussi Nykänen | Synthesis of Consumer Switching Behavior Literature: A Proposal for a Comprehensive Framework |
| Hans Allmér | E-servicescape is plausible |
| Jessica Andersson, Sofia Larsson, Morgan Ericsson and Anna Wingkvist | Quality of Demand-Driven Documentation |
| Linda Frygell | Strategizing IT Governance – a CIO perspective |