http://jsr.sagepub.com Journal of Service Research DOI: 10.1177/1094670506294666 2006; 9; 113 Journal of Service Research Denish Shah, Roland T. Rust, A. Parasuraman, Richard Staelin and George S. Day The Path to Customer Centricity http://jsr.sagepub.com/cgi/content/abstract/9/2/113 The online version of this article can be found at: Published by: http://www.sagepublications.com On behalf of: Center for Excellence in Service, University of Maryland can be found at: Journal of Service Research Additional services and information for http://jsr.sagepub.com/cgi/alerts Email Alerts: http://jsr.sagepub.com/subscriptions Subscriptions: http://www.sagepub.com/journalsReprints.nav Reprints: http://www.sagepub.com/journalsPermissions.nav Permissions: http://jsr.sagepub.com/cgi/content/refs/9/2/113 SAGE Journals Online and HighWire Press platforms): (this article cites 35 articles hosted on the Citations © 2006 SAGE Publications. All rights reserved. Not for commercial use or unauthorized distribution. at UNIV OF CONNECTICUT on October 30, 2007 http://jsr.sagepub.com Downloaded from