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International Journal of Service Industry Management
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International Journal of Service Industry Management

Volume 12 Issue 1

Published: 2001 | Start Page: 7


Special Issue: Service quality in the new economy: interdisciplinary and international dimensions
Guest Editor(s): Professor Bo Edvardsson, Professor Robert Johnston, Professor Eberhard E Scheuing and Professor Stephen W Brown
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Articles

Articles
Article No: Article Information:
851707 Retention effects of a customer club
Bernd Stauss, Klaus Chojnacki, Alexander Decker, Frank Hoffmann (pp. 7-19)
Keywords: Consumer behaviour, Customer loyalty, Customer satisfaction
ArticleType: Research paper
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851708 Analyzing service failures and recoveries: a process approach
Stefan Michel (pp. 20-33)
Keywords: Customer satisfaction, Service levels
ArticleType: Research paper
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851709 “Scalability”: the paradox of human resources in e-commerce
Roger Hallowell (pp. 34-43)
Keywords: Competitive advantage, E-commerce, Economies of scale, Human resource management, Internet, Service
ArticleType: Research Paper
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851710 Generating positive word-of-mouth communication through customer-employee relationships
Dwayne D. Gremler, Kevin P. Gwinner, Stephen W. Brown (pp. 44-59)
Keywords: Customer care, Customer satisfaction, Marketing communications, Relationship marketing, Services marketing
ArticleType: Research paper
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851711 Linking complaint management to profit
Robert Johnston (pp. 60-69)
Keywords: Complaints, Customer satisfaction, Customer service
ArticleType: Research paper
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851712 Strategic value configuration logics and the “new” economy: a service economy revolution?
Patrick Sweet (pp. 70-84)
Keywords: Business model, E-commerce, Economic paradigm, Economics, Service, Value drivers
ArticleType: Conceptual Paper
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