Emerald Login
   

Welcome guest



International Journal of Service Industry Management
Browse
User Guides
Online Access
Journal Information

International Journal of Service Industry Management

Volume 14 Issue 2

Published: 2003 | Start Page: 160


Special Issue: Service Quality: A global perspective
Guest Editor(s): Professor Steve Tax
Icon Key:   Icon: Requires login or subscription. Requires login or subscription   Icon: Backfiles. Backfiles   Icon: EarlyCite. EarlyCite

Articles

Articles
Article No: Article Information:
851758 Managing the transition from products to services
Rogelio Oliva, Robert Kallenberg (pp. 160-172)
Keywords: After-sales service, Management, Service, Strategy
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (214 KB) | Reprints & Permissions
851759 Linking service to profit: the business case for service excellence
Ken Bates, Hilary Bates, Robert Johnston (pp. 173-183)
Keywords: Profit, Service quality
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (72 KB) | Reprints & Permissions
851760 Theatrical service experiences: Dramatic script development with employees
Richard Harris, Kim Harris, Steve Baron (pp. 184-199)
Keywords: Employees, Experience, Service, Theatre, United Kingdom
ArticleType: Case study
Icon: Requires login or subscription. View HTML | View PDF (132 KB) | Reprints & Permissions
851761 Hierarchical representation of satisfactory consumer service experience
Chiara Orsingher, Gian Luca Marzocchi (pp. 200-216)
Keywords: Cognitive mapping, Customer satisfaction, Hospitality industry, Hotels, Service quality
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (150 KB) | Reprints & Permissions
851762 Customer complaining behaviour in technology-based service encounters
Kaisa Snellman, Tiina Vihtkari (pp. 217-231)
Keywords: Banking, Complaints, Consumer behaviour, Finland, Service, Technology
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (84 KB) | Reprints & Permissions
851763 The role of quality practices in service organizations
Anders Gustafsson, Lars Nilsson, Michael D. Johnson (pp. 232-244)
Keywords: Empirical study, Organizations, Quality management, Service industries, Sweden
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (148 KB) | Reprints & Permissions

Book Review

Employee Empowerment in the European Hotel Industry. Meaning, Process and Cultural Relativity
Item No: Item Information
1494054 Employee Empowerment in the European Hotel Industry. Meaning, Process and Cultural Relativity
Journal: International Journal of Service Industry Management
Vol : 14 Issue: 2
Special Issue: Service Quality: A global perspective
Author(s): Jean-Charles Chebat
Icon: Requires login or subscription View HTML